SlotLords Casino

Public

e_al

Bronze

Australia

Public

5 days ago

I am experiencing ongoing withdrawal problems with SlotLords involving repeated declined withdrawals and, most recently, a substantial reduction of my withdrawal limit while a withdrawal was already pending.

My account is fully verified and SlotLords has confirmed that my documents are approved. My balance is real money with no bonus balance. My real-money balance was A$60,019.63.

I began trying to withdraw in early September. Several withdrawal attempts were declined, including A$6,000 and A$5,250 on 5 September, further A$6,000/A$1,500 attempts on 7 September, and A$6,000 plus A$1,500 on 11 September.

On 11 September I contacted my VIP manager about the withdrawal problems. I was told my documents were approved and that my withdrawals were pending and being processed by the payment provider. After further declines I was told to use another bank-transfer method and later told that some bank details had been entered incorrectly.

My VIP manager also expressly confirmed in writing on 11 September that my weekly withdrawal limit was A$7,500.

At the same time I was offered additional payouts above my weekly limit if I reached higher VIP levels. I declined this approach and told my VIP manager that I would rather withdraw my balance before playing again.

After correcting/resubmitting my bank-transfer withdrawals, A$6,000 and A$1,500 were submitted on 14 September and both were successfully completed, totalling the confirmed A$7,500 weekly limit.

On 22 September at 05:51 I again submitted bank-transfer withdrawals of A$6,000 and A$1,500, totalling A$7,500, consistent with the limit previously confirmed to me and successfully paid the previous week.

While those withdrawals were pending, SlotLords reduced my withdrawal limit. My VIP manager subsequently informed me that because my wagering had not reached the amount specified in Section 5 of their VIP terms, my withdrawal limit had been reduced to A$1,500 per week and A$7,500 per month.

Both of my 22 September withdrawals were declined.

I questioned the timing because I had submitted the withdrawal before being notified of any change. SlotLords then confirmed in writing that the limit change occurred while my withdrawal was still pending, and that the pending withdrawal was rejected under the newly updated limit.

SlotLords also confirmed that the reduced limit applies to my entire existing balance, including funds already in my account before the limit was changed.

My concern is therefore not simply that the casino has withdrawal limits. I had already experienced repeated withdrawal difficulties, was expressly told my weekly limit was A$7,500, successfully received A$7,500 under that limit, and had told the casino I wanted to withdraw my existing balance rather than continue gambling. I then submitted another A$7,500 withdrawal, after which the casino changed the limit while that withdrawal was pending and applied the new limit to reject it and restrict withdrawal of my pre-existing balance.

At A$1,500 per week, withdrawing approximately A$60,000 would take around 40 weeks, compared with approximately 8 weeks under the previously confirmed A$7,500 weekly limit.

I would like Casino Guru to review the overall withdrawal difficulties and, in particular, whether it is fair for the newly reduced withdrawal limit to be applied to a withdrawal submitted before the change and to the substantial real-money balance that already existed before the change.

I have screenshots of my transaction history and the email correspondence with my VIP manager confirming these facts.

Supporting evidence: I have screenshots of my transaction history, account balance and email correspondence with the VIP Manager supporting the above, including written confirmation that my withdrawal limit was changed while my withdrawal was already pending. I have attempted to upload these files with this complaint, but the Casino Guru attachment uploader is not accepting them. I can provide all screenshots and correspondence to Casino Guru upon request.