The player from Germany filed a complaint against SlotLords Casino for the confiscation of her balance of €1,910.66 due to an alleged duplicate account. She asserted that her account had been verified and opened in her name with valid documents, and despite her ongoing requests for clarification, the casino had 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. We reviewed the casino’s records and found an earlier account registered with the same full name, date of birth, and address, with deposit activity before her August registration. As a result, the casino’s duplicate-account claim was supported by the records provided, and the confiscated winnings were not upheld. Therefore, the complaint was closed as rejected.
SlotLords Casino - Player's winnings are confiscated and account is blocked.
Unjustified complaint
Amount: €1,910
SlotLords Casino
Safety Index 8.3 HighCase summary
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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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
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.
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.
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.
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.
TranslationHello Attila,
Thank you for your message.
I have just sent you all the information you requested via email.
I have forwarded to you, as requested, the original email from SlotLords dated June 2, 2026, confirming the deactivation of my husband's separate player account, in a separate email.
In a second email, I answered your three further questions individually and completely, in particular regarding the approximate opening date of my account on 06.08.2026, the lack of identification of the alleged duplicate account by SlotLords to date, and the fact that I personally did not possess any other SlotLords player account.
You should now have all the information and evidence you requested.
Thank you very much for further reviewing my case.
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
TranslationHello Attila,
The deadline, which was extended by seven days due to your vacation, has now also expired. Therefore, I would like to briefly inquire about the current status of my complaint.
I was informed that you are already familiar with my case and are in direct communication with the casino regarding this matter.
In the meantime, I also forwarded to you the account details provided by SlotLords themselves. Despite my explicit request, these details still did not identify a specific primary or duplicate account.
Could you please briefly inform me whether there has been any feedback from SlotLords and what the next steps are?
Thank you.
Best regards
[Redacted]
Dear player,
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, Martina (martina.b@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,
Attila
Dear Buket,
My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.
Now I would like to invite SlotLords Casino representative to join this conversation and participate in the resolution of this complaint.
Dear casino representative, could you please provide more information about this case?
Thank you in advance for providing the information.
TranslationHello Martina,
Thank you very much for taking over my complaint and for your support.
I will wait for the casino's statement first, and of course I am available to help.
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.
Dear Martina,
Thank you for reviewing this case.
We have provided a detailed explanation of the situation, together with supporting evidence confirming the duplicate accounts, via email.
We hope the information provided helps clarify the circumstances of the case.
Dear Buket,
Unfortunately, the casino has provided clear evidence of a breach of its Terms and Conditions, specifically regarding multiple accounts.
Given the evidence, it is not possible to prove otherwise and we are forced to close this complaint as rejected. The casino has acted in full compliance with the terms and conditions you agreed to upon registration.
I can assure you that we, as an independent party, have reviewed all the information and evidence thoroughly and we base our decisions strictly on verified evidence, without influence from external pressure or assumptions.
Multiple account creation and repeated bonus claims are considered unacceptable practices in the industry.
You are certainly entitled not to agree with our conclusion and you are free to reach out to licensing authority if you believe you are justified in your stands, however we are not able to any further assistance in this matter.
I’m sorry we couldn’t assist you further in this case. However, if you experience any issues with this or any other casino in the future, please don’t hesitate to reach out - we’re here to help.
