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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1 week 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.
Automatic translation:
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1 week 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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1 week 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
