The player from Germany is filing a complaint against SlotLords Casino for the confiscation of her balance of €1,910.66 due to an alleged duplicate account. She asserts her account was verified and opened in her name with valid documents, and despite her ongoing requests for clarification, the casino has not provided evidence of a second account. Following her withdrawal requests, her funds were seized, and her account was subsequently blocked, leading her to request an investigation.
SlotLords Casino - Player's winnings are confiscated and account is blocked.
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SlotLords Casino
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4 weeks ago
Translation
I wish to file a complaint against SlotLords Casino regarding the confiscation of my balance of €1,910.66 and the claim of an alleged duplicate account.
The player account was opened in my name and verified with my personal data. Verification included using my passport and a live in-person verification. Deposits were also made from my own bank account. In total, I deposited €570.
After playing and winning, I requested a withdrawal of €900 on August 8, 2026. On August 9, 2026, I also requested a withdrawal of €590, but withdrew this request myself because I wanted to continue playing with that amount. The €590 was therefore neither rejected nor canceled by the casino.
Later, I requested a further payment of €1,190. This brought the total outstanding payment requests to €2,090 (€900 + €1,190).
Meanwhile, I received no notification, either by email or otherwise, that there was a problem with my account. It was only through live chat that I learned the casino had supposedly discovered more than one account. I was told a "duplicate account" had been closed and that multiple player accounts could lead to the cancellation of withdrawals.
I specifically asked whether two player accounts actually existed under my full name and with my personal details. I received no concrete answer. Instead, I was informed that €1,910.66 had been debited due to an alleged duplicate account.
However, I am not aware of a second player account in my name. My husband had his own account at this casino some time ago, which was in his name and was blocked/closed at his request. In my view, my husband's previous account is not a second account in my name.
I therefore demanded a concrete explanation from support: Which two accounts were supposed to have existed in my name? What names and personal data were stored on them? When were they opened? On what basis were they classified as duplicates, and why were €1,910.66 of my balance deducted as a result?
These questions were not answered. Live support simply stated that the matter would be forwarded to the responsible department.
What I found particularly striking was the subsequent sequence of events: After the €1,910.66 was collected, €180 remained in my player account. At this point, I could still log in. Playing was no longer possible, but the following was explicitly displayed:
"Your account has been suspended. You can withdraw your available balance."
I then requested payment of the remaining €180. This was paid into my bank account within approximately two minutes.
Only AFTER the successful payout of these €180 was my player account completely blocked and I could no longer log in.
In summary: My deposits were accepted, my identity was verified, and I was able to play. After my winnings and withdrawal requests, my account was restricted, and €1,910.66 was seized due to an alleged duplicate account. To this day, however, no concrete evidence or explanation has been provided to me as to which second account supposedly existed in my name. The remaining €180, on the other hand, was paid out, and immediately afterward, my access was completely blocked.
I therefore request that Casino Guru investigate this case and demand that the casino provide concrete proof of the alleged duplicate account and the basis for the confiscation of €1,910.66. If no second account existed in my name or using my personal data, I demand the return of the withheld €1,910.66.
I can submit screenshots of the transaction history, the live chat, the account suspension, and the payout as evidence.
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3 weeks ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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3 weeks ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please confirm the last time your husband accessed his account at SlotLords Casino?
- Additionally, could you let me know if either of you has completed the KYC verification?
- Is there any chance that you have accessed the casino from the same device or funded your accounts using the same payment method?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Attila
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3 weeks ago
TranslationHello Attila,
Thank you for your feedback. I will gladly answer your three questions first:
1. When did my husband last access his SlotLords account?
I can no longer say for sure the exact date of his last login.
However, it is confirmed that his player account was deactivated at his express request. This was confirmed to him in writing by SlotLords via email on June 2, 2026, by Olivia Wood, VIP Manager at SlotLords.
"Please note that your account has been deactivated at your request."
The complete email is available and can be presented as proof.
It was only more than two months after this confirmed deactivation that I, as the wife, opened my own player account.
2. Has either of us completed the KYC verification?
Yes. Both my husband and I were verified under our own identities.
My husband used his own personal data and proof of identity for his account at the time.
Immediately after registering my own account, I also completed the verification process using my own identity: live/facial identification, my own passport, and proof of address. Different phone numbers were also used and verified.
I also uploaded a bank statement as proof of payment. However, SlotLords did not process this request.
3. Was the same device or payment method used?
The same mobile phone was used. It is a device that was passed on or used within the marriage/family.
The payment details were completely separate. My husband used his own bank account and payment details for his account. I used only my own bank account and payment details for my account.
There was no joint account, and the two player accounts did not use the same checking account.
Supplementary statement:
I cannot understand the claim by SlotLords support that my account is a "duplicate account".
My husband's account was demonstrably deactivated as early as June 2, 2026. I only opened and verified my own account more than two months later. To the best of our knowledge, there were therefore never two simultaneously active player accounts.
Furthermore, neither my husband nor I have used any SlotLords bonus or played with bonus funds. In particular, I have not claimed any bonus on my account. Therefore, no second account was opened to take advantage of bonus offers or promotions multiple times.
The terms and conditions are also relevant here. Section 8.1 refers to one personal account per residential address, household, IP address, or computer, and then to the creation of multiple player accounts "by a single player." However, this involves two different people, and my husband's account had already been deactivated more than two months before I opened my account.
Clause 8.2 explicitly refers to the period "during which the duplicate account was active." Therefore, I request that SlotLords explain specifically when, in our case, two such accounts were supposedly active simultaneously.
The financial transaction is also unclear. A total of €570 was deposited into my player account. I personally reversed a withdrawal request for €590; I am not disputing this.
However, two further withdrawal requests for €900 and €1,190, totaling €2,090, were subsequently submitted. These were not paid out. After being notified about the alleged duplicate account, the corresponding amounts were no longer available. Ultimately, only €180 was credited to my player account, and I was informed that this was a "difference".
I therefore request clarification as to which specific account SlotLords considers a duplicate account, which specific terms and conditions provision this classification is based on, and what happened to the €2,090 I requested for withdrawal. I also request an explanation of how the €180 "difference" was calculated.
All essential evidence is available and can be provided if required: in particular the email from SlotLords dated June 2, 2026, regarding the deactivation of my husband's account, as well as screenshots and evidence of the respective verifications, transactions, and withdrawal requests.
Thank you very much for your support and for the further review.
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2 weeks ago
Thank you for your reply. Could you please forward the aforementioned evidence? You can reach me via email at attila.g@casino.guru.
Thank you for your patience and cooperation.
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2 weeks ago
TranslationHello Attila,
Thank you very much. I have just replied to you by email and sent you all the requested evidence and screenshots.
This includes the evidence relating to my husband's separate player account at the time, as well as the current evidence relating to my account, the verification, the transactions and the communication with SlotLords.
What's particularly relevant is that support informed me my case was being reviewed and that I should contact them again in a few hours. Shortly afterward, my access was blocked and I could no longer log into my player account.
This should now provide you with all the evidence I have for further review.
Thank you.
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1 week ago
Hello,
Thank you for sending the evidence.
Could you please forward the email from SlotLords confirming that your husband’s account was deactivated on June 2, 2026 separately to my email address? I was unable to locate this particular email among the documents you sent.
Additionally, could you please confirm:
- the exact date on which you opened your SlotLords account;
- whether SlotLords ever provided you with the username, email address, or any other identifying information of the account they consider to be a duplicate;
- whether you have ever personally had any other SlotLords account besides the one currently in question.
Thank you for your cooperation.
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5 days ago
Hello Buket,
We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.
Thank you for your understanding and ongoing patience.
Best regards, Casino Guru
Casino Guru is examining the case
Attila is currently out of office or on vacation. It is possible that they will not be able to respond to this complaint as quickly as they normally do. Thank you for understanding.
