SlotLords Casino - Player's account has been permanently closed.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• When exactly did you create your first account at this casino?
• When was the last time you accessed your original account at this casino?
• When exactly did you create your second account at this casino?
• Did you activate any bonuses in your first or your second account?
• Was your original account fully verified?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Thank you for your reply.

Could you please clarify how much money you deposited into the casino from your second account and how much the casino paid out to you through withdrawals?

Dear ley2310

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Hello ley2310,

I'm Michal, and I have taken over this complaint. I have reviewed this case, and I will reach out to the casino to gain further insight into this issue and to explore how I might be able to assist.

I would like to invite SlotLords Casino to join the conversation.

Dear SlotLords Casino Team,

Based on the information currently available, the player has acknowledged creating two accounts at your casino. Although this technically constitutes a breach of your Terms and Conditions, the player claims that the second account was created by mistake and that only one account was actively used during the relevant period. They even informed you about the older account, and he was able to deposit and play on the current account with your knowledge of the multiple/duplicate accounts.

The player has also stated that you previously processed several withdrawals amounting to a substantial total. This raises reasonable questions about the timing and proportionality of the action you have now taken.

To allow me to assess the case independently, please provide the complete game history for both accounts, together with the registration dates, account details, IP addresses, device information, and any other evidence connecting the accounts. Despite the player mentioning that this has not occurred, please also clarify whether both accounts were actively used during the same timeframe and identify any bonuses claimed or other activity through which the player may have obtained an unfair advantage. Furthermore, if the same personal details were entered on both accounts, I would appreciate an explanation as to why your system did not detect the duplicate registration at an earlier stage, ideally preventing the creation of multiple/duplicate accounts.

Kindly send all relevant information and supporting evidence to michal.k@casino.guru for an independent review.

Thank you in advance for your cooperation.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello,

We sincerely apologize for the delay in responding. We are currently experiencing a particularly high workload, which has unfortunately affected our response times.

Please be assured that we are aware of this complaint and will review the matter and provide our response as soon as possible.

Thank you for your patience and understanding.

Dear SlotLords Casino Team,

Thank you for your response. Once the relevant information and supporting evidence are available, kindly forward them to me for an independent review of the matter.

I would appreciate receiving the requested materials at your earliest convenience and look forward to your timely response.

Thank you in advance.

Hi Casino Guru,

Have you heard back from Slotlords?

thank you

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi Casino Guru team,

Have we heard back from Slotlords? I am looking at the other open complaints on Slotlords and I can see even other users like CdawgIzzle are also not hearing back from the casino. Is there a contact you can contact directly from Slotlords to help with this matter. I have seen this done on other complaints before and I believe the casino is now stalling on purpose.

Thanks.

Dear ley2310,

I understand that you would like your complaint resolved as soon as possible, and I appreciate your patience while I'm trying to gather the relevant information and evidence.

My aim is to reach an amicable resolution wherever possible rather than leaving the case Unresolved. I will therefore allow the casino a few additional days to provide the requested evidence, giving me a fair opportunity to assess its position and determine whether a resolution can still be achieved.

I hope you understand the reason for this short extension. If the casino does not provide the necessary evidence or make meaningful progress within this additional period, I will close the complaint as Unresolved.

Dear SlotLords Casino Team,

Please provide the requested materials without further delay. Your cooperation is necessary for me to complete an independent assessment of this complaint, and I expect a substantive response within the current response period.

Dear ley2310,

Unfortunately, I have not received any further response from the casino despite my attempts to gather the evidence and continue the discussion.

As I mentioned previously, from a strictly technical standpoint, a breach of the casino's rules did occur as you have indeed created multiple accounts and the casino therefore had a basis for taking action. However, when assessing cases of this nature, I believe it is equally important to consider the broader circumstances and the apparent intent behind the player's actions.

Based on the information currently available to me, it was not proven that obtained any unfair advantage.

For this reason, while I acknowledge the casino's position and its right to enforce its rules, I am not in a position to fully endorse the proportionality of the measures taken in this case. In my view, the circumstances do not align comfortably with the principles of fairness, transparency, and proportionality that we seek to promote and advocate for during the complaint resolution process.

Regrettably, without further engagement from the casino, my ability to influence the outcome is limited. Nevertheless, I wanted to provide you with an honest assessment of my findings and position regarding the matter.

Since no advancements have been made despite my multiple attempt to reaching out to the casino team I'm forced to close this case as unresolved at the moment.

I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react and resolve your case, we will reopen the complaint, and you will be notified by email. I am sorry we could not be of more help on this occasion.

As per the new regulation, all casinos licensed in Curaçao have been required to appoint an ADR body to which players can turn in the event of a dispute. This should be clearly mentioned in the casinos terms and conditions.

I have not been able to locate this in the casino T&Cs, thus it might be worth reporting this to the Curaçao Gaming Authority (CGA) via email at complaints@cga.cw as this could be considered a breach of the licensing obligations.

You can find a list of ADRs licensed by the CGA here: https://gamingcontrol.spin-cdn.com/media/license_registry/20260428_20260428_list_of_certificates_holder_acc_art_517_lok.pdf

The ADRs should be able to provide information on request as to whether they handle complaints concerning this specific casino.

Please let me know at michal.k@casino.guru if they were able to help you.

Regrettably, this is where any potential assistance from our end concerning your case concludes.

I'm sorry that we were unable to assist you further in this instance.

Best regards,

Michal

Casino Guru