The player from Germany had a withdrawal of €7,200 pending at SlotLounge for over two weeks, while his account was locked and communications were ignored. He received an email promising a prompt payout but did not see any progress, and he suspected that the casino was avoiding paying his winnings due to an alleged administrative decision. The Complaints Team facilitated communication with the casino, which resulted in the player receiving €5,000 of his winnings, leaving €2,200 still outstanding. The player marked the complaint as resolved after receiving the remaining payment.
Slotlounge Casino - Player’s withdrawal has been delayed.
Resolved
Our verdict
Case closed
Amount: €2,200
Slotlounge Casino
Safety Index 7.8 Above averageCase summary
Discussion
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1 year ago
Translation
Hello, I have €7,200 waiting to withdraw from SlotLounge. SlotLounge hasn't processed my withdrawal for over two weeks and isn't responding to my messages. My account is locked. I received an email on May 29th promising me that I would receive my money promptly. Since then, there has been no response, and I've been completely ignored. I think SlotLounge is trying to avoid paying out my winnings.
The reason for my suspension is supposedly an administrative decision. In my last live chat conversation, the employee claimed that the money had already been paid out, which is a complete lie!
I would like to ask Casino Guru to help me resolve this issue. I deposited using the welcome bonus and fully wagered it.
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1 year ago
Dear Maruschka,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. To better assist you with this situation, could you please provide more details regarding your case? Here are a few questions that may help clarify the situation:
- Has your account been closed permanently, or only temporarily suspended? Has the casino specified how long this suspension will last?
- Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?
- What types of games did you play?
- Could you please send me a link or a screenshot of the bonus you activated and played with?
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
Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.
The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.
Stay cautious, and if you have any doubts, please reach out to us directly.
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1 year ago
TranslationHello Veronica,
My account was permanently blocked. The casino received all of my documents, and this was confirmed to me. I only played slots that weren't prohibited.
I used the first and second deposit bonus https://www.slotlounge.com/promotions
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1 year ago
Please forward me all the communication between you and the casino regarding the closure of your account and the payout of your balance at veronika.f@casino.guru. Thank you for your patience and cooperation.
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1 year ago
TranslationHello Veronika. I just forwarded the emails to you. Please let me know if you can see them all?
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1 year ago
Thank you for your email. Please forward me the communication from the casino informing you about the reason why your account was closed as well.
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1 year ago
TranslationHello Veronika. I was only informed of this via live chat. Unfortunately, I didn't take a screenshot.
Slotlounge has since paid me €5,000, so I still have €2,200 outstanding.
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1 year ago
Do you remember the reason the casino gave for permanently blocking your account?
Has the casino informed you when your remaining balance will be paid out?
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1 year ago
TranslationYes, the reason was an administrative decision. I wasn't told anything more.
No, I'm not receiving any information from the casino anymore. They haven't responded to my emails, and I'm still waiting for the €2,200. I'd also like to know when I'll finally get paid the rest.
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1 year ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Maruschka,
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,
Veronika
