Slotlounge Casino - Player's account has been blocked after a deposit.

They block m'y account right after déposited. They vérifiéd m'y name adresse ans other all is ok. They just.jammed on proffnof deposit with interac e transfert they just bull shit me trying to MAKE me stop asking ans leave m'y $ There. Il send you last email received. And sens you my bank account . The deposit of 50$ was made feb 6th in afternoon.

Next stepni ask m'y bank to refund me for fraud by casino or help me fast because got tired to answer those STUPID support person paid to MAKE player leave money There and quit .

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.

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. 

Could you please advise which documents you have already provided and when exactly did you send the last one? Have you provided the documents requested for the verification of your payment method?

Are you currently able to access your account?

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, 

Attila

Dear gazouille26,

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.

they asked for bank statmement nad i sent them 2 times to 2 differents persons. Both answe was same.. the doc can proove my edposit. they to see my name date amount transafction but on bank statement we hE AKK THAT ALMOST ? I SENT TOO A SPECIMEN CHECK VODS WHERE WE SEE ACCIUNT NIUMBER, MU=Y NAME AND AFDRESS. FATER THEY ME TO PROVIDE A PRINTSCREEN OF TH DEPOSIT I MADE 50$ AND NEED TO SEE MY NAME AND ADRESS............................ EACH TIMEI SENT WHAT THEY ASK BIUT NEVER OK. STRANGELY BECAUSEIN ALL THE OTHER CASINO I PLAYED IN 15 YEARS IT IS FIRST TIME I HAVE A SRTJUPID PROBLEM LIKE THAT FROM A CASINO THAT JUST NEED TP SEND ME BACK MY STUPID 50% cad INTERAC

Dear Player, thank you for your response. Are you currently able to access your account? Could you please forward your communication with the casino's customer support? You can reach me via email at attila.g@casino.guru, or you can attach screenshots here.

Thank you in advance for your reply.

Je ai envoyé à attila.g@casino.guru. 3 transferts de e-mail de casinolounge et j attends votre commentaire ou votre réponse ... ?

Dear gazouille26,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martina (martina.b@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Dear gazouille26,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Slotlounge Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case?

Thank you in advance for providing the information.

Hello,

Thank you for bringing this matter to our attention.

We would like to clarify that the player had an existing restriction across projects operating under our license, which is applied based on personal data. Unfortunately, the player managed to complete a deposit before the system fully processed the information and the restriction was applied to SlotLounge.

We have already initiated the refund process for the deposited amount, and the player will receive the funds shortly. Please let us know if any further clarification is required from our side.

Dear Slotlounge Casino,

thank you very much for the update!

Dear gazouille26,

I want to kindly ask you to let us know, once you receive the refund of your deposit.

Thank you very much in advance

Dear gazouille26,

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.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear gazouille26,

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,

Martina