The player from Germany faced issues withdrawing winnings from Slot Lords after using a virtual MasterCard from Paysafe for his deposit. Despite providing the original PDF transaction receipt, his withdrawal was rejected twice, while other casinos accepted the documentation without issue. The complaint was marked as resolved after the player confirmed the issue had been addressed. The resolution details were not specified, but the player’s cooperation with the Complaints Team facilitated closure of the case. The Complaints Team remained available for future assistance.
SlotLords Casino - Player's withdrawal is delayed.
Resolved
Our verdict
Case closed
Amount: €650
SlotLords Casino
Safety Index 8.4 HighCase summary
Discussion
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3 weeks ago
Translation
Hello, I made a deposit at Slot Lords using a virtual MasterCard from Paysafe. I won and wanted to withdraw my winnings. My withdrawal was rejected twice, and I was told to contact support. I repeatedly explained that it was a virtual credit card and I couldn't provide a screenshot. Therefore, I uploaded the original PDF of the transaction receipt, but it has already been rejected twice. Other casinos accepted it without issue. I don't understand the problem.
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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 this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
- Could you please forward the communication between you and the casino customer support regarding the request to verify your virtual card? My email address is veronika.f@casino.guru.
- Have you provided any other documents as proof of ownership of this card, apart from the transaction statement?
- Is there any possibility for you to provide a screenshot or a recording of your PaySafe account showing that both the account and the virtual card are issued in your name?
- Have all your other KYC identity documents been approved by the casino?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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3 weeks ago
TranslationI have sent you the necessary data to your email address.
They also don't tell me why the transaction receipt isn't approved even though everything is clearly visible.
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3 weeks ago
TranslationI have now uploaded the complete bank statement, because everything has now been processed.
Paysafe support doesn't really exist, or does anyone know how to get in touch with it?
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3 weeks ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear DaFreak,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Veronika
