SlotLords Casino - Player’s withdrawal is canceled and winnings are reduced.

I made a withdrawal of 4000 euro after wagering a bonus I have attached the email with the bonus I received stating 5000 euro max win. My withdrawal was cancelled and i have been left with 300 euro in my casino account. I already checked with live chat that the max withdrawal was 5000 I was told yes now im told its only 300???

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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.

• After your winnings were capped to 300€, have you contacted the casino support and protested their decision to remove your winnings? With what result?
• Could you please share any screenshot on how the confiscation of the funds was recorded?
• Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

Dear martinshinea,

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, Peter (peter.c@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,

Tomas

Hello there,

Thank you martinshinea for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask SlotLords Casino for their help in resolving this complaint. We would like to know why the player's winnings were capped and what we can do to help resolve this issue.

Thank you!

I have received my confiscated funds back in my casino account but did not receive an email to to clarify things and I see there is no response here

Live chat are saying the my funds have been corrected and are now my real funds I have requested withdrawal so I will update when I have a response on my withdrawal

If I receive my funds I will edit all my reviews to to let people know that this was corrected by the casino 🤞🤞 I have had no other issues so I will also continue to play at slotlords

Thanks

Dear martinshinea, Thank you very much for the update. We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

*update* My withdrawal status has changed from pending to reversed but funds didnt go back to my account and so I contacted support to see what this meant as it has me sceptical again

I have received my withdrawal

Thank you @slotlords for corrected my balance and approving my withdrawal 😁😁😁 ill be sure to edit any reviews and let people know there was a mistake and not many casino will correct these mistakes so I really appreciate it and ill be sure to let people know thanks

Also thank you @casinoguru for your support

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.

Hello,

We would just like to clarify one point. In the previous message the player confirmed that the issue had already been resolved and that the withdrawal had been successfully received. As mentioned by the player, the balance adjustment and withdrawal approval were completed on our side.

For transparency, we would also like to confirm that the confiscation occurred due to an internal mistake and the funds were subsequently returned to the player, after which the withdrawal was processed successfully.

With this in mind, could you please clarify why the complaint timer was extended, considering that the player has already confirmed the resolution of the issue?

Thank you for the update SlotLords Casino representative. I apologize for the confusion. I must have mistakenly set the timer for the casino instead of the player.

Dear martinshinea,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Peter