SlotLords Casino - Player’s winnings are delayed and account closure ignored.

Complaint Regarding SlotLords Casino – Cashback Winnings, Maximum Cash-Out and Failure to Self-Exclude

Dear Casino Guru Complaint Resolution Team,

I am requesting your assistance with a complaint against SlotLords Casino concerning the handling of winnings from a $114.10 cashback bonus and, subsequently, the casino's failure to properly act when I told them that I have an addiction and needed to be banned.

I have retained the relevant emails and correspondence and can provide screenshots and other evidence if required.

1. Cashback bonus and $5,500 winnings

I received a $114.91 cashback bonus from SlotLords.

I completed the wagering requirements and subsequently won $5,500 while playing with the cashback bonus.

Importantly, once the wagering requirements had been completed, the balance was displayed to me as real cash rather than bonus funds. I therefore understood that the funds were available for withdrawal.

I attempted to withdraw the $5,500.

The casino cancelled my withdrawal and reduced my balance to approximately $1,149.10. They subsequently emailed me explaining that their terms and conditions contained a maximum withdrawal amount of $1,149.10.

I understand that SlotLords may have a maximum withdrawal provision in its bonus terms. My complaint is not simply that such a term existed.

My concern is the way this restriction was applied and communicated to me.

There was no clear warning or pop-up informing me, after I had completed the wagering requirements and the balance had become real cash, that the maximum cash-out restriction still applied.

The first time I discovered that my balance was going to be restricted to $1,149.10 was when my withdrawal was cancelled and the excess funds were removed.

I was therefore not given a clear opportunity to understand that, despite the funds being displayed as real cash, I needed to withdraw the permitted amount before continuing to play.

2. I continued playing and increased my balance to $2,200

After the first reduction, I continued playing because I believed the balance displayed in my account represented real cash that I could ultimately withdraw.

I then increased my balances to a $2,200, and requested a withdrawal.

The casino again reduced my balance to $1,149.10. It was only at this point that I was told that I needed to make a withdrawal in order to avoid losing anything above the maximum amount.

This is particularly concerning because I had already had approximately $4,000 removed from my balance after my first withdrawal attempt, yet I had not been clearly warned that continuing to play could result in any further winnings above the $1,000 limit being effectively unusable.

The practical effect was that I was put in a situation where continuing to play could only disadvantage me: if I lost, I lost normally, but if I won, the winnings above $1,149.10 would simply be removed.

I believe this is materially different from simply having a maximum withdrawal rule disclosed somewhere in the terms and conditions.

I would like Casino Guru to investigate whether the casino should have clearly warned me at the point wagering was completed, and/or when my first withdrawal was cancelled and my balance reduced, that the maximum cash-out restriction continued to apply.

3. Subsequent request to be banned because of addiction

After this, about two weeks later, I contacted SlotLords by email and asked them to block/ban my account.

They responded by offering me a $50 bonus.

I replied declining the bonus and explicitly stated that "No thank you. I have an addiction problem and need banning."

I have the complete email exchange and can provide it to Casino Guru.

SlotLords did not permanently close/self-exclude my account. Instead, they offered deposit limits and continued discussing/offering the bonus.

4. What I am asking Casino Guru to investigate

I would respectfully ask Casino Guru to investigate:

Whether SlotLords handled the maximum cash-out restriction fairly after my cashback wagering requirements had been completed and my balance was displayed as real cash.

Whether my statement that I had an addiction problem and needed to be banned constituted a clear gambling-addiction/self-exclusion request.

If so, whether SlotLords acted appropriately by failing to permanently exclude/block my account and instead offering deposit limits and continuing to offer me a bonus. Please note I have lost approximately $1000 since this exchange.

Whether any amount should be returned to me as a result of the casino's handling of either issue.

I have retained the relevant emails and can provide them, including the original message in which I stated that I had an addiction problem and needed to be banned, as well as SlotLords' responses.

Thank you for taking the time to review my complaint. I would appreciate Casino Guru's assistance in investigating this matter with SlotLords.

Kind regards,

[Redacted]

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Hello,

Thank you very much for submitting your complaint. I'm sorry to hear about your negative experience with SlotLords Casino. Please allow me to ask you a few questions so I can better understand the situation.

• Were you informed at any point that the bonus terms and conditions remain applicable even after the wagering requirement has been completed?
• Did the balance you continued playing with appear as "withdrawable"/"real money", or were your winnings still displayed in the bonus balance?

In relation to the sef-exclusion request:

• Could you please share the communication in which you informed the casino of your gambling problem?
• Additionally, do you currently still have access to your account?

I hope we will be able to help you resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila