The player from Germany was unable to withdraw his winnings because the casino refused to update his last name despite him providing a certified adoption certificate. He had submitted the necessary documents multiple times and continued to receive vague responses from support. The Complaints Team was unable to investigate further due to the player's lack of response to requests for additional information, which resulted in the rejection of the complaint.
SlotLords Casino - Player's withdrawal is delayed due to account name issue.
Closed
Our verdict
Player stopped responding
Amount: €520
SlotLords Casino
Safety Index 8.3 HighCase summary
Discussion
Public
Public
9 months ago
Translation
Good day,
I have a problem: I need to change my last name at the casino because I was adopted and now have a new surname. However, despite providing a certified copy of the adoption certificate, the casino won't change my last name, and therefore I can't withdraw any winnings. Support keeps telling me to come back in a few hours. I'm asking for help. I've already sent them all the necessary documents for verification several times.
Best regards
alessandro l.
Edited by a Casino Guru admin
Automatic translation:
Public
Public
9 months 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.
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Public
Public
9 months 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.
How long have you been playing at this casino?
Have you passed the full KYC verification at this casino before you legally changed your last name?
Do you have any official documents showing your previous last name and your new last name that you could send to the casino for verification?
Which documents have you sent to the casino for verification?
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,
Veronika
