The player from Austria had successfully withdrawn funds after her initial registration but faced issues after winning 200 euros more. The casino demanded verification documents, which had been repeatedly rejected for arbitrary reasons, and she could not provide the requested electricity bill as it was in her husband's name. After multiple attempts to resolve the verification issue and expressing her desire to close her account, she ultimately decided to delete her account. The complaint was closed in accordance with her explicit request, and the Complaints Team expressed willingness to assist with any future issues.
SlotLords Casino - Player’s withdrawal is delayed due to verification issues.
Closed
Our verdict
Other
Amount: €200
SlotLords Casino
Safety Index 8.4 HighCase summary
Discussion
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7 months ago
Translation
I registered at the casino a few months ago, deposited some money, made a small win and withdrew it; everything went smoothly. Now I've deposited again and won 200 euros, and now it's asking me to verify my account.
which is no problem
Unfortunately, my documents are repeatedly rejected, either my passport or my phone bill; they demand an electricity bill, which I don't have because those bills are in my husband's name.
No matter what I send – driver's license, bank statement, passport, invoice – they always find a reason to reject it; it's arbitrary.
I assume they want me to gamble away the 200 euros again.
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7 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.
Stay safe.
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7 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 a few questions to better understand your situation.
- Has the casino approved any of the documents you submitted for verification?
- Have you received any explanation as to why your passport or phone bill could not be approved?
- Did you send all the requested documents on time, in sufficient quality, and in the correct format?
- When exactly did you submit your most recent documents for verification?
- Please forward me the documents you most recently sent to the casino for the KYC process at veronika.f@casino.guru.
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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7 months ago
TranslationI uploaded the required documents: passport, driver's license, bank statement showing deposits, and my latest phone bill with my name and address. It was accepted once, meaning it was verified, but a short time later the light turned red again, indicating it was rejected. No one is responding to my numerous emails; my chat partner is AI.
What should I do? Should I forfeit the 200 euros and close the player account? I think it's fraud; my documents are 100% correct.
I emailed them. Maybe they can do something. Thanks a lot, Christine
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7 months ago
Thank you for your email. Before we proceed with the investigation, could you please send me all the communication between you and the casino customer support regarding the verification of your account as well? (veronika.f@casino.guru)
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7 months ago
TranslationI can gladly send it to you.
I've already gambled away the winnings in the meantime, so there's no payout anyway. ME
I will no longer deposit or play at this casino; I have already informed the manager of this, even though they constantly offer me various bonuses.
where you don't win anyway and there's no chance of a payout since I'm not verified, I asked to close the account, but it hasn't been done yet.
Regards, Christine P.
Edited by a Casino Guru admin
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7 months ago
Thank you for your emails. I am sorry to hear that you played down your balance. I understand how frustrating it can be to wait several weeks for verification, only for your documents to be rejected repeatedly. In such situations, it’s difficult not to give up and gamble the winnings away. However, it is important to resist the temptation to play, because putting your money at risk may result in losing all your winnings. It’s unfortunate that this happened in your case as well. In the future, if anything similar occurs, please pause your gameplay while your complaint is in progress.
Regarding your request to close your account, has the casino complied with your request in the meantime? Please note that we are able to assist with account closures only if the player wishes to self-exclude due to gambling addiction.
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7 months ago
TranslationThe casino hasn't been closed yet despite repeated requests. I would like to have myself blocked. Can you arrange that? I won't be depositing anything more at this casino. Thank you. Best regards, Christine
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7 months ago
When applying for a self-exclusion, it’s important to clearly state the reason why you want your account to be deactivated and specify the exact time period of the exclusion. Make sure the email subject line is clearly marked and easy to recognize. Casino support teams often receive a high volume of emails daily, so a well-labeled subject line will help ensure your request is noticed and processed more quickly. Additionally, I strongly recommend that you always save a copy of your self-exclusion request—whether it’s a sent email, a chat transcript, or a screenshot. Having valid proof of your request can be extremely helpful in case of future disputes or misunderstandings.
Example:
Email subject: Self-exclusion due to gambling addiction
Player’s info:
First name:
Last name:
DOB:
Casino login:
Email address:
"Greetings SlotLords Casino,
I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime).
The reason that preceded my decision is gambling addiction.
I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."
Please send another email to SlotLords Casino at support@slotlords.com, add my email address to the CC (veronika.f@casino.guru) and keep me informed about any further developments. Thank you in advance.
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6 months ago
Dear sarahdaniel676,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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6 months ago
TranslationThanks, I don't want any more help right now, I deleted the account.
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6 months ago
We’ve closed this complaint in accordance with the player’s explicit request. While we are sorry that we could not offer more assistance in this particular case, we fully respect the player’s decision.
Please remember that you are always welcome to reach out to us again in the future. If you encounter any issues with this or any other casino, whether related to withdrawals, verification, account access or anything else, our team is ready to assist.
If you change your mind or feel you need our support, we will be here to help.
