The player from New Zealand had requested a Visa Direct withdrawal, but the casino had changed it to a cryptocurrency transaction without his consent. His bank had rejected the payment and returned it to the casino, which had acknowledged receipt but was withholding his funds despite numerous email attempts. The player had confirmed he had completed KYC, had no active bonuses during his winnings, and that the funds had not been returned to his casino account for nearly seven weeks. The issue was later marked as resolved by the player.
Slotlounge Casino - Player's withdrawal has been delayed.
Resolved
Our verdict
Case closed
Amount: NZ$6,000
Slotlounge Casino
Safety Index 7.8 Above averageCase summary
Discussion
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3 weeks ago
I requested a Visa Direct withdrawal. The casino changed this to a cryptocurrency transaction without my consent. My New Zealand bank rejected the crypto-routed payment and returned it to the casino on 30 May 2026. The casino has acknowledged receipt but is withholding my funds. I have sent 26 emails with bank documentation, but they refuse to return the money."
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2 weeks ago
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.
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2 weeks ago
Dear Fobbi,
Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention. To help me fully understand the situation and assist you as quickly as possible, could you please answer a few brief questions?
- Have you made any successful withdrawals from your account previously?
- Do I understand correctly that the funds have not been returned to your casino account?
- Can you confirm that your KYC verification was completed?
- Were your winnings accumulated while a bonus was active, or without an active bonus? If a bonus was active, please specify which one.
We will do our best to resolve this issue promptly. Thank you in advance for your reply.
Best regards,
Kristina
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2 weeks ago
Have you made any successful withdrawals from your account previously? YESI HAVE MADE SEVERAL
Do I understand correctly that the funds have not been returned to your casino account? THATIS CORRECT, MY FUNDS ARE STILL MISSING AND IT HAS BEEN NEARLY 7 WEEKS NOW.
Can you confirm that your KYC verification was completed? YES
Were your winnings accumulated while a bonus was active, or without an active bonus? If a bonus was active, please specify which one. IHAD NO ACTIVE BONUSES AT THE TIME AND THE WINNING WERE NOT FROM ANY BONUSES.
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2 weeks ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Fobbi,
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,
Kristina
