Slotlounge Casino - Player's account has been closed and winnings are confiscated.

Hello, I am having an issue with SlotLounge Casino.

I won €3,732 using their second deposit bonus. They asked me to submit documents, which I did: my ID, proof of address, and proof of payment. They also asked me to submit a selfie with my ID, and I provided everything they requested.

Once they had all my documents, they sent me an email saying that I was banned from receiving bonuses. Then, on 31/01, they accused me of abusing their Terms and Conditions. They did not specify exactly what I had done, but instead sent me a long list of possible violations.

I was stunned and explained that I had not done anything like that. They kept telling me that they had decided to close my account and that the decision was final. I even replied that I did not care about the account anymore after all that experience with them — I just wanted my winnings to be paid — but they keep repeating the same statements. I can send our email correspondence to you if needed.

Please help me get my money back. Thank you.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Slotlounge Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Could you please share with me your communication with the casino regarding the accusations made against you? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

Hello Tomas! Thanks a lot, I have forwarded a few emails sent by Slotlounge to your email address. To answer your first two questions: I was a user of their site for just about 10 days. I registered 20/01, claimed their welcome bonus and lost. Then I claimed their second welcome bonus and won the above mentioned amount. The verification process lasted for about a week and 31/01 they blocked my account.

I only used slots there. Basically I just managed to make 2 deposits and that's it.

Thank you for your help Tomas.

Dear myaccount12,

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, Stefan (stefan.m@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,

Tomas

Dear myaccount12,

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.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello,

Apologies for the delayed response, and thank you for your patience.

Dear Stefan, we have sent a detailed explanation regarding this case to your email to assist with the review. Please let us know if any additional information is required from our side.

Hello. May I please also see that explanation? All I got from the casino were some automatic emails that made not much sense to be honest. Thank you

Hello myaccount12,

We would like to update you that due to Stefan, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Stefan has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Stefan will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hello. Thank you, no problem

Dear myaccount12,

We have received the information from the casino that you have provided the casino with altered documents, which is strictly against the casino's terms and conditions and is considered fraud.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Kind regards,

Stefan

Casino.Guru