Slotlounge Casino - Withdrawal of player's winnings has been delayed.

Hello, I made a cashout request via my Visa Debit Card and the casino came back and said that it was approved but there was a problem on my side and to make another cashout request using by bank account's IBAN details.

I have had my account verified when I made a successful cashout last August. They then came back and asked for extra docs including a Selfie and a doc to verify my address. I submitted the selfie and a bank statement. They have now come back and asked for a utility bill, which I don't have in my own name (all our utility bills are in my husbands name). I feel like I have been given the runaround and that they don't want to pay me. All my questions re the above have been through the Chat Support, I have no had no response to these queries via email support. It clearly states on their verification page that to verify an address a Bank Statement or Utility Bill will do.

Dear player,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Complaints Resolution Center

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, I have had my cashout for 990euros cancelled again, they are looing for a utility bill in my husbands name. The only utility bill we have is our electricity account, which we have a pay as you go account and we top up weekly on an app so there are no bills. I use my maiden name is this casino so it makes no sense that they would want something in my husbands name.

Dear banjolilly,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hello Dominika, NO my complaint has not been resolved. I have emailed the casino several times, explaining that I have uploaded a Bank Statement within 90 days in order to verify my account again. They continue to email me asking for a Utility Bill in my husbands name. I have explained via several emails that the only Utility Account we have is an electricity account, which is a pay a you go account, which means we top up each week on a mobile app, so there is NO bills, but yet they continue to ask for this Bill. It makes no sense to me as I use my maiden name in this Casino not my married name. Thank you for your help in this matter.

Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.

Could you please specify the bonus you used?

Could you please let me know if you have managed to complete the verification process?

Did you use a payment method registered in your name?

Do you currently have any pending withdrawals in your casino account?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at [email protected], or post screenshots here.

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.

Hello Dominika, thank you for dealing with this frustrating issue. To answer your above queries_

I made a deposit of 75euros on 27th Sept receiving a 100% bonus. I played down the bonus and I made a cashout request for 990euros on 28th Sept. I have had my account verified as I had made a previous successful cashout on the 28th August. I contacted Chat Support on the 4th Oct to see what was the delay with my cashout request, they responded that my cashout request was approved on their side but there was a problem on my side (I was trying to withdraw to my Visa Debit Card), they suggested I tried using my Bank Account which I did.

See attached Screenshots.

They then asked me to upload a Bank Statement or a Utility Bill. I uploaded a Bank Statement, in my name withing 90 days. They then asked me for a Utility Bill, I explained that we only have one Utility Bill for Electricity in my husbands name. They then asked for a Utility Bill but I have explained 6 times now that the Utility Bill is for Electricity Account which is a Pay As You Go Account, we top up each week on a mobile app and that there is NO bills. They are continually insisting that I upload a Utility Bill in my husbands name.

I use my maiden name in this Casino so why would they want a Utility Bill in his name?? I have made several cashout requests but they have all been rejected insisting I upload a Utility Bill in his name.

Up until this point I love playing in this Casino particularly because they had such a quick turnaround on cashout requests.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Stefan ([email protected]) 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.

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.

Dear banjolilly,

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.

Thank you Stefan, I hope we can get this issue resolved.

Hello banjolilly and Stefan,

Thank you for bringing this case to our attention and for the opportunity to clarify the situation. All relevant explanations and supporting details have been sent directly to Stefan via email for review.

Dear Slotlounge Casino,

I have replied to your previous email and will be awaiting your response. I look forward to hearing from you soon.

Hey Stefan, I contacted support again during the week to ask about verifying my account again via Live Chat, I eventually received an email from Eleonora stating that I could upload a Bank Statement, which I did but I then received the usual email telling me to upload a Utility Bill in my husbands name..... I contacted Live Chat and spoke with Mei, I explained to her the email from Eleonora and eventually also told me to upload a Bank Statement, which I did and again I received an email back stating to upload a utility bill in my husbands name. I most definitely feel that they do not want to process my withdrawal, I am hoping that you can intervene on my behalf. I really appreciate it.

Dear banjolilly,

Thank you for your message and for providing the requested information. I would like to assure you that I am in contact with the casino representative, and I will inform you as soon as we reach a conclusion.

Many thanks Stefan.

Dear Slotlounge Casino,

I have replied to your previous email and will be awaiting your response. I look forward to hearing from you soon.

Hello Stefan, I logged into my account during the week and my account still had not been verified. I then received an email asking my to clarify my address by adding in a House Number and a Street name, I replied that I live in rural Ireland, my nearest neighbour is over a mile away. I have had no response to this email. I logged into my account today and decided to play a few games and ended up increasing my balance to 1200euros. I attempted a cashout and again received the usual email asking for a utility bill in my husbands name.

Kind regards

Catherine

Dear banjolilly,

Thank you for your response. It is important to provide the casino with valid proof of address, as they are required to verify the information you submitted in the registration form. Without this documentation, I’m afraid you will not be able to complete the verification process.

Could you please confirm whether your husband is able to provide the casino with the necessary documentation?

I look forward to your response.

Hello Stefan, unfortunately he cannot, the only Utility Account we have is for our Electricity Account, which is Pay As You Go account, which simply means that we top up each week on a mobile app, so there is NO bill. We decide each week how much we want to top up. I was verified in this Casino earlier on this year (in August) and made a successful withdrawal. I don't use my married name in this Casino either.

I have played in another Hollycorn NV Casino during the week and had my account verified, a Bank Statement sufficed for Proof of Address, my account was verified in a couple of hours and I made a successful withdrawal.

I have emails (see above) from Eleonora stating in this instance a Bank Statement would suffice. I uploaded one as requested and they still have come back asking for my Husbands Utility Bill. I received an email from them during the week quering extra info regarding my address. I truly feel that they do not want to allow me cashout.

Thanks again for your assistance.

Catherine

Hello Stefan and banjolilly,

Thank you for following up on this matter. We wanted to let you know that we’ve shared the latest updates and clarifications regarding this case directly with Stefan via email. The correspondence includes all relevant details and the current status of our review process.

We appreciate your patience and cooperation while the matter is being reviewed, and we’ll be glad to provide any further clarification if needed.

Hello Stefan, I am dying to know what the above info emailed to you entails.

Kind regards

Catherine

Dear Slotlounge Casino,

Thank you for your response. I have reviewed your email and provided my reply accordingly.

I look forward to your response.

Dear Stefan,

Thank you for your update. We have already provided our reply via email and shared relevant clarifications regarding the case.

Hey Stefan, I uploaded a Mobile Bill yesterday to see would that help with verifying my account, they came back and asked me to take a selfie, holding my ID with my house in the background, clearly showing the number or name of my house. I took a selfie with my ID in my hand with my elbow visible. They came back and asked for the name or number of my house to be visible in the selfie. I went back to them and explained via Live Chat that I live in rural Ireland, we have no House numbers and House names, they said they would pass it on. They came back this morning, again requesting a copy of a Utility Bill in my husbands name.

Kind regards

Catherine

Dear banjolilly,

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

Thanks for letting me know.

Catherine

Dear banjolilly,

As the house you are living in is in a rural area, could you please provide us with the unique Eircode?

I look forward to your response.

Dear Slotlounge Casino,

Could you please comment on the situation described below? Additionally, would you be able to verify the provided Eircode?

I look forward to your response.

Hello,

We would like to clarify that a selfie confirming the player’s address was requested as part of the verification process. The player provided a selfie taken in front of a building; however, the image did not contain any identifiable elements such as a street name, house number, or any other visible details that could link the player to the declared address. As such, the document did not meet the verification requirements.

As an alternative, we requested a selfie with the player’s ID taken in front of a clearly visible street sign or a sign indicating the name of the street or locality. This would allow us to establish a verifiable connection between the player and the provided address. We are currently still awaiting this document.

Once a valid proof linking the player to the stated address is provided, the verification can proceed accordingly.

Hello, I live in the countryside, in a detached stand alone house. My nearest neighbour is two fields to my right and a half mile to my left. I have no Street name or house number. I uploaded a selfie, holding my Drivers License as requested, in front of my house for verification purposes, I am not sure what more I can do.

Hello everyone,

Thank you both for your explanations.

It is clear that the current difficulty arises from the player’s residential situation, as the address cannot be visually confirmed through a street sign or house number. In such cases, requesting a selfie in front of a street sign may not be feasible.

To move the verification forward, we kindly ask the casino to confirm whether alternative forms of address verification would be acceptable.

Please let us know which alternative documents would be acceptable so the player can proceed accordingly and the verification process can be completed.

Hello Stefan and thank you for your email. I have already submitted a Bank Statement in my own name clearly showing my address. I have used a bank statement to verify my account earlier on this year and was able to make a successful withdrawal, perhaps the Bank Statement which I uploaded recently would suffice to verify my account again.

Thanking you

Catherine

Hello Stefan, I received an email this evening (30/12/2025), telling me my account has been reviewed and no further verification is currently required and to go ahead and make a withdrawal. I did this and almost immediate it was cancelled with the usual email reply asking for a selfie with my id in front of my house.....

Thank you for your patience while we reviewed the situation.

We would like to confirm that the player’s most recent withdrawal request was mistakenly cancelled on our side.

To ensure a smoother and more reliable payout process, we kindly recommend that the player submit the withdrawal again using a bank transfer.

Should any issues arise, we will be ready to assist promptly.

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

Dear banjolilly,

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,

Stefan