The player from Austria won €2,800 at Slotlords but faced ongoing issues with withdrawals due to address verification, despite having submitted several valid documents. The casino continued to reject her submissions, causing frustration as she feared losing her winnings. After persistent communication, her account was verified, and she provided additional documentation, but withdrawals were still denied without explanation. Ultimately, the issue was resolved, and the complaint was marked as resolved in the system.
SlotLords Casino - Player's withdrawal is delayed due to address verification issues.
Resolved
Our verdict
Case closed
Amount: €2,300
SlotLords Casino
Safety Index:HighCase summary
Discussion
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9 months ago
Translation
Hello.
I played at Slotlords for the first time a few days ago and won €935. Since my account wasn't fully verified and a withdrawal wasn't possible, I played again the next day and won €2,800. My ID was verified, but now withdrawals keep getting rejected because they haven't verified my address. I've had problems with a Dama NV casino before. Rollxo refused to pay out €1,400 for over a week.
Dama NV has already verified my address.
Now I have a problem with Slotlords. I sent my current internet bill, and it was rejected, even though all the data was visible. Then I sent my current heating/water bill from June 18, and that was also rejected. I always get the same standard text back: send a current bill from your electricity/water/gas provider. We only receive an electricity bill once a year, after which an amount is debited from our account once a month. I won't receive my next bill until January 2026. I sent Slotlords the January bill, which shows all the partial payments up to December 2025.
We have a geothermal heat pump in our house. I don't have a monthly bill here either, and Slotlords rejected my annual statement. Today I sent an invoice for the OBS fee, which I received in the mail today. Every Austrian resident has to pay this fee for their current address. The invoice is dated June 30th, shows my address and name, and was rejected without explanation. I don't know what to do anymore. I was so angry that I carried on playing. I won €2,800 and now I only have €2,300. I think that's exactly what the casino is trying to achieve. They're playing for time so that you lose it all again. Do you have any idea what else I could send the casino that won't be rejected? I politely asked support today to help me and write what I can send them, but unfortunately I haven't received a response.
Thanks LG Martina
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9 months ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.
- Have you tried to submit your phone bill, mail from your bank or other financial situation and maybe some official municipality letter?
- Could you please provide the exact date of your initial verification request?
- When have you requested your withdrawal, please?
- Did you accumulate your winnings with the help of bonus, please?
Please be aware that engaging in gameplay before completing the KYC verification process carries inherent risks, including potential loss of funds. While we understand the desire to play, we urge you to consider the possible consequences given your current verification status.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Katarina
Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.
All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.
If you notice anything suspicious, don’t hesitate to reach out to us directly.
Thank you for your patience, and stay safe.
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9 months ago
TranslationHello Katarina.
I sent all documents for the first time on July 5th when the payment of €935 was rejected.
My passport was released immediately, but my address was not. I understand that verification is an important step. The casino operator, Dama NV, has all my data. I was able to deposit €400 without any problems, but the withdrawal is not approved. It's not being processed; I'm immediately receiving rejections because my address is not verified. I sent three invoices that were issued a few days ago, and all were rejected.
I don't have a recent electricity bill, and I've informed Slotlords of this. My A1 bill for my home internet was rejected. My water bill was also rejected. My bank statements don't show my address. I checked with the bank yesterday.
Now I'm just concerned with what I can send to Slotlords that will be accepted. I won the money without a bonus. The winnings are from my €400 deposit.
Lg
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9 months ago
TranslationHello.
Slotlords has now verified all my data, including my address. I got an extract from the Vienna residents' register for €17.
The withdrawal is still being denied. I deposited via Skrill the entire time, and after that was no longer possible, I used Google Pay. I had to authorize the payment in my bank app and also pay €1.39 in fees.
Slotlords now wants to verify my Google Pay account. I sent my bank card, a screenshot of the payment, and my bank statements. All of these documents were rejected without explanation, and I always received the same message: Please upload a photo of the transfer showing your card number. This isn't possible because payments with Google Pay use a virtual card number.
It's now been six days since my win, and Slotlords keeps finding new reasons to deny the payout, with no solution in sight. I've sent all the required documents, and they're still demanding something from me because payments with Google Pay aren't possible.
It's exactly the same problem as with Rollxo. The payout was also denied for a week because I couldn't verify Google Pay.
It's really nerve-wracking what they do to you and it's not even possible to write to customer support personally.
LG Martina
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9 months ago
TranslationHello.
My account is verified with address, name and phone number.
I've tried to withdraw the money several times, but the withdrawal is now being rejected without explanation. All emails to support remain unanswered.
I also wrote directly to Dama NV and asked for help. But this email also went unanswered.
When I selected Google Pay, the payment provider FLVA used my stored card and not Google Pay directly. Therefore, the payment does not appear in my Google Wallet. The payment is only visible on my bank statement, which Slotlords received from me.
I really hope you can help me because I haven't received an answer from Slotlords.
LG Martina
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9 months ago
Dear martinalunzer,
thank you for your replies.
Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.
Kindly notify me here in the thread once the email has been sent.
Looking forward to your reply.
Katarina
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9 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear martinalunzer,
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,
Katarina
