Slotlounge Casino - Player's account has been closed without clear reason.

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Dear player,  

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Slotlounge Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely:  

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?  
• When did the casino request to undergo KYC verification?
• What documentation did you provide for KYC? Have you received any specific feedback? 
• Did you accumulate your winnings with or without an active bonus?  

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.  

Best regards,

Natalia

Could you please advise which games you focused on - slots, live casino, sports betting, etc.?  

Slots

When did the casino request to undergo KYC verification?

Never.

What documentation did you provide for KYC? Have you received any specific feedback? 

I had uploaded my id and proof of address in account before getting disabled. Never received feedback.

Did you accumulate your winnings with or without an active bonus?  

With an active bonus

Dear player, could you please specify what bonus you used? Can you please share the link for it or a screenshot with the bonus description?

Have you completed the wagering requirement before requesting a withdrawal?

I deposited using 3rd welcome bonus and completed the wagering with a positive balance of 3645 euros.

Unfortunately, I cannot send the link to this promotion because my account has been closed and I cannot access the casino any longer. But here is attachment of bonus details I received by email.

Thank you very much for your reply! Could you please forward all the relevant communication between you and the casino to natalia.b@casino.guru? Alternatively, you can post the screenshots here. Thank you in advance.

All communication was sent to natalia.b@casino.guru, Thank you

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear Luckyjess77,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from Slotlounge Casino to join this conversation and assist in addressing the complaint.

Dear Slotlounge Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

Hello Stefan,

Could you please reply to our email regarding this complaint so that we can proceed further with the case?

Thank you in advance.

Dear Slotlounge Casino,

I have responded to your email.

Dear Luckyjess77,

Could you kindly provide us with the email address you used to register at the casino?

I look forward to your response.

Dear Luckyjess77,

Thank you for your prompt response and for the information you have provided.

Dear Slotlounge Casino,

Could you kindly provide your comments regarding the situation?

We appreciate your cooperation and thank you in advance for sharing any relevant information.

Stefan,

We’ve shared a detailed explanation of the case, along with all the necessary supporting information, directly via email. Please check your inbox — and we’ll be happy to continue the discussion there if any further clarification is needed.

Dear Slotlounge Casino,

Thank you for your email and the information you have provided.

Dear Luckyjess77,

After carefully reviewing the evidence submitted by the casino, we concur with their decision.

For the reasons outlined above, this complaint will now be closed as rejected.

Thank you for your understanding. I am sorry we could not be of more assistance on this occasion. Please do not hesitate to contact us should you encounter any issues with this or any other casino in the future.

Kind regards,

Stefan

Casino Guru