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I registered at the casino a few months ago, deposited some money, made a small win and withdrew it; everything went smoothly. Now I've deposited again and won 200 euros, and now it's asking me to verify my account.

which is no problem

Unfortunately, my documents are repeatedly rejected, either my passport or my phone bill; they demand an electricity bill, which I don't have because those bills are in my husband's name.

No matter what I send – driver's license, bank statement, passport, invoice – they always find a reason to reject it; it's arbitrary.

I assume they want me to gamble away the 200 euros again.

Ich habe mich vor ein paar monaten bei dem casino angemeldet, etwas einbezahlt und hab einen kleinen gewinn gemacht und ausbezahlt, war alles problemlos, jetzt habe ich wieder einbezahlt und 200 euro gewonnen, jetzt wird verlangt dass ich mein konto verifiziere,

was kein problem ist,

leider werden meine papiere immer wieder abgelehnt, entweder der pass, oder die Telefonrechnung, sie verlangen eine Stromrechnung, die habe ich aber nicht, weil diese rechnungen auf meinen Mann laufen.

Egal was ich schicke Führerschein Kontoauszug, Reisepass, Rechung, sie finden immer einen grund abzulehen, das ist eine Willkühr

ich nehme an sie wollen dass ich die 200 euro wieder verspiele

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask a few questions to better understand your situation.

• Has the casino approved any of the documents you submitted for verification?
• Have you received any explanation as to why your passport or phone bill could not be approved?
• Did you send all the requested documents on time, in sufficient quality, and in the correct format?
• When exactly did you submit your most recent documents for verification?
• Please forward me the documents you most recently sent to the casino for the KYC process at veronika.f@casino.guru.

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

I uploaded the required documents: passport, driver's license, bank statement showing deposits, and my latest phone bill with my name and address. It was accepted once, meaning it was verified, but a short time later the light turned red again, indicating it was rejected. No one is responding to my numerous emails; my chat partner is AI.

What should I do? Should I forfeit the 200 euros and close the player account? I think it's fraud; my documents are 100% correct.

I emailed them. Maybe they can do something. Thanks a lot, Christine

Ich habe die erforderlichen Unterlagen Reisepass führerschein, Kontoauszug mit den Einzahlungen sowie letzte Telefonrechnung mit meinen Namen und Adresse hochgeladen, einmal wird es angenommen, heißt überprüft, kurze zeit später leuchtet das licht wieder rot , d.h. nicht angenommen, es antwortet niemand auf meine vielen Mails, chatpartner ist KI

was soll ich machen, soll ich auf die 200 euro verzichten und das spielerkonto schliessen, denke es ist Betrug, meine Dokumente sind 100 prozent korrekt,

hab sie ihnen gemailt. Viell. können sie etwas erreichen, vielen Dank lg christine

Thank you for your email. Before we proceed with the investigation, could you please send me all the communication between you and the casino customer support regarding the verification of your account as well? (veronika.f@casino.guru)

I can gladly send it to you.

I've already gambled away the winnings in the meantime, so there's no payout anyway. ME

I will no longer deposit or play at this casino; I have already informed the manager of this, even though they constantly offer me various bonuses.

where you don't win anyway and there's no chance of a payout since I'm not verified, I asked to close the account, but it hasn't been done yet.

Regards, Christine P.

ICH Kann ihnen das gerne zukommen lassen,

nur in der Zwischenzeit hab ich den Gewinn verspielt, also gibt es sowieso keine Auszahlung mehr. ICH

werde bei diesem Casino nicht mehr einzahlen und spielen, das habe ich den Manager auch mitgeteilt, obwohl sie mir ständige irgendwelche Bonis anbieten,

wo man eh nicht gewinnt und es auch keine Chance auf Auszahlung besteht, da ich ja nicht verifziert bin, hab ersucht das konto zu schliessen, wurde bis jetzt nicht gemacht.

lg christine p.

Thank you for your emails. I am sorry to hear that you played down your balance. I understand how frustrating it can be to wait several weeks for verification, only for your documents to be rejected repeatedly. In such situations, it’s difficult not to give up and gamble the winnings away. However, it is important to resist the temptation to play, because putting your money at risk may result in losing all your winnings. It’s unfortunate that this happened in your case as well. In the future, if anything similar occurs, please pause your gameplay while your complaint is in progress.

Regarding your request to close your account, has the casino complied with your request in the meantime? Please note that we are able to assist with account closures only if the player wishes to self-exclude due to gambling addiction.

The casino hasn't been closed yet despite repeated requests. I would like to have myself blocked. Can you arrange that? I won't be depositing anything more at this casino. Thank you. Best regards, Christine

das casino wurde noch nicht geschlossen trotz mehrmaligen ersuchen, ich möchte mich gerne sperren lassen, können sie das veranlassen, werde in diesem casino nichts mehr einzahlen, danke lg christine

When applying for a self-exclusion, it’s important to clearly state the reason why you want your account to be deactivated and specify the exact time period of the exclusion. Make sure the email subject line is clearly marked and easy to recognize. Casino support teams often receive a high volume of emails daily, so a well-labeled subject line will help ensure your request is noticed and processed more quickly. Additionally, I strongly recommend that you always save a copy of your self-exclusion request—whether it’s a sent email, a chat transcript, or a screenshot. Having valid proof of your request can be extremely helpful in case of future disputes or misunderstandings.

Example: 

 Email subject: Self-exclusion due to gambling addiction

Player’s info: 

First name: 

Last name: 

DOB: 

Casino login: 

Email address: 

"Greetings SlotLords Casino, 

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime). 

The reason that preceded my decision is gambling addiction. 

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period." 

Please send another email to SlotLords Casino at support@slotlords.com, add my email address to the CC (veronika.f@casino.guru) and keep me informed about any further developments. Thank you in advance. 

Dear sarahdaniel676,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Thanks, I don't want any more help right now, I deleted the account.

danke will momentan keine hilfe mehr , hab das konto gelöscht

We’ve closed this complaint in accordance with the player’s explicit request. While we are sorry that we could not offer more assistance in this particular case, we fully respect the player’s decision.

Please remember that you are always welcome to reach out to us again in the future. If you encounter any issues with this or any other casino, whether related to withdrawals, verification, account access or anything else, our team is ready to assist.

If you change your mind or feel you need our support, we will be here to help.