The player from Austria had deposited €2600 and won €9000 but faced challenges in requesting a cooling-off limit on his account, despite repeated attempts to communicate with VIP managers and live support. The player felt that the casino was not supportive and perceived this as unfair. The issue was resolved when the player successfully activated the cooling-off limit and received most of his winnings, with a remaining balance of €3800 that was later withdrawn. The complaint was marked as resolved after the player confirmed he had received all his money.
SlotLords Casino - Player's request for account cooling-off goes unresolved.
Resolved
Our verdict
Case closed
Amount: €4,300
SlotLords Casino
Safety Index:HighCase summary
Discussion
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1 year ago
Translation
Hello,
I deposited around €2600 and then got lucky, winning about €9000. I reached the weekly withdrawal limit. I repeatedly asked the VIP managers and live support to set a cooling-off limit on my account because I didn't want to lose my money, but I was unsuccessful.
They wanted me to lose, and I find that incredibly unfair. I sent up to 4-5 emails and waited 28 hours, contacting live support several times.
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1 year ago
Hello jaafarmustafa32,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with SlotLords Casino. Please allow me to ask you a few more question before we would move forward.
- Could you please advise if your account is already verified and if yes, since when exactly?
- Did you accumulate your winnings with real money or did you use a bonus?
- When was the last time you spoke to the casino and what was it about?
- How much is your withdrawal limit?
Please note that the withdrawal limits are set by the casino individually and we can't force them to change that if it's according to their terms.
Looking forward to your answer.
Regards,
Nick
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1 year ago
TranslationUnfortunately, I lost the money
Yes, my account is verified since the first day I played there
I have 9000€ (5000€ could pay)
then I told the casino that I urgently needed a cooling off limit so that I could not continue playing but unfortunately they did not help me and waited until I lost the money
Weekly payout limit 5000€ for me
Since I have contacted the casino several times to set a cooling off limit and no one has helped me, I think that the casino is unfair and has stolen my winnings, so they have to give me the money back
Edited
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1 year ago
TranslationWhere should I start, such a bad casino? In my 5 years of experience, I have never seen such a bad casino. It all started when I deposited around €3000 in one day and then got lucky and won €9300. My account was fully verified. It was only after the first withdrawal request that they asked for a selfie from me. They approved €5000. They said that I can withdraw my remaining €4300 after a week. I have no complaints about that because every casino has a different withdrawal limit, but I have contacted the casino live chat and the VIP managers 7-8 times to set a cooling off limit so that I don't lose or gamble away my balance. According to live support, for technical reasons only the VIP managers can set the limits. I sent the VIP managers 5-7 emails over two days but received no response. The VIP manager only got in touch 2 days later after I had gambled away the €4300 and apologized for the delay. Their decision cost me 4300€. Be careful people, they are not fair, they try to delay your winnings in the hope that you lose them.
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1 year ago
Hello Jaafarmustafa32,
What was the casino's response regarding the cooling-off period?
It appears that their terms do not mention any tools to prevent you from playing, which suggests they may not offer such options.
Awaiting your response.
Nick
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1 year ago
TranslationThe answer was that I should contact the VIP managers, for technical reasons the live support cannot determine this. I first contacted VIP managers 4-6 by email. She replied first and congratulated me on my winnings without mentioning cooling off limits. I asked her again to set a cooling off limit for me. She didn't reply for 2-3 days. Only one day after I lost it did she write and apologize that there had been delays and that cooling off was no longer useful because I had lost the money.
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1 year ago
Hello Jaafarmustafa32,
Can you please forward the communication between you and the VIP manager to nikolas.b@casino.guru as evidence?
Looking forward to hearing from you.
Regards,
Nick
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1 year ago
TranslationHello,
I have already sent it by email + I have also contacted them via WhatsApp.
I sent the first email on November 22nd at 7pm, she replied to me on November 26th!!!!
Thanks
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1 year ago
TranslationYesterday I won a large sum again (around 13,000€). I tried to get someone with a cooling off limit but unfortunately no answer.
It was said that I could withdraw 5000€ per week
I withdrew €5000 today and when I asked when I could withdraw again, they said the withdrawal limits would be reset on Monday. I made a withdrawal request today but it was unfortunately rejected. They say I can withdraw again on December 14th (7 days after the last withdrawal).
I have read the ABG it does not say so
I only have problems with this casino
I just want to cash out my money, that's it
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1 year ago
TranslationI finally got the cooling off limit and am waiting next week to withdraw my remaining balance
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1 year ago
Dear Jaafarmustafa32,
I’m glad to hear that the cooling-off period is now active. Please keep us updated and let us know once you’ve successfully withdrawn the remaining balance from your account.
I’ll be awaiting your update.
Best regards,
Nick
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1 year ago
TranslationThe second win worked. I got paid 80% of my winnings. However, I still have 3.8k€ left that I will be able to withdraw next time.
thank you for your effort and support!
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1 year ago
Dear Jaafarmustafa32,
Pleased to hear that most of your money arrived.
Do you wish to close the complaint or keep it open until you receive your full balance?
Let us know.
Regards,
Nick
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1 year ago
TranslationI will make my last withdrawal on December 21st and then you can close the complaint
thanks for your support
Best regards
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1 year ago
Dear Jaafarmustafa32,
Wish you Happy Holidays.
Can you please advise if you have been able to request your last withdrawal with the remaining balance?
Awaiting your response.
Regards,
Nick
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1 year ago
TranslationYes everything was fine I got all the money
thank you too
Best regards
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1 year ago
Dear jaafarmustafa32,
I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you.
As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues.
Thank you so much for your time.
Best regards,
Casino.Guru
