The player from Germany faced issues with a rejected deposit and had been waiting for 5 days to receive her money back, but did not receive assistance from the casino. She was advised to contact her payment provider for an investigation, which could take up to a month, as the casino's ability to intervene was limited. She was requested to provide documentation to support her claim but failed to respond. The complaint was closed due to lack of response, with the option to reopen if the player chose to resume communication.
SlotLords Casino - Player’s deposit has been delayed.
Closed
Our verdict
Player stopped responding
Amount: €25
SlotLords Casino
Safety Index:HighCase summary
Discussion
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1 month ago
Translation
I've been waiting for my money back for 5 days. The deposit was rejected, so the money should be returned, but nothing has arrived yet and nobody is really helping.
Automatic translation:
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3 weeks ago
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3 weeks ago
Dear Tanja803,
Thank you very much for submitting your complaint. I’m sorry to hear about the issue you’re experiencing.
If your deposit has never been credited to your casino account, the only thing I can recommend is contacting your payment provider for an investigation. Please keep in mind that this process can be complex and may take up to a month. In such cases, the casino’s ability to intervene is often limited.
I’m sorry that we can’t provide more immediate assistance at this time. However, I will leave this complaint open for a month, and I kindly ask you to keep us updated on any progress.
Thank you for your understanding.
Best regards,
Veronika
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3 weeks ago
TranslationI'm just being strung along!
My bank says the money is gone!!
They always just say to wait until 7 days, that's over and nothing happens.
Automatic translation:
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2 weeks ago
Thank you for your reply.
To proceed with your case, could you please forward me the following documents?
- deposit receipt
- screenshot of your transaction history in your casino account
- communication with your payment provider
- communication with the casino customer support
- bank statement starting from the date you made the transaction that has not been credited to your casino account until today
My email address is veronika.f@casino.guru. Thank you for your patience and cooperation.
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1 week ago
Dear Tanja803,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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6 days ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Veronika
Casino.Guru
