SlotLords Casino - general discussion (page 3)

Hi Jaroslav,

I need to urgently update you because the casino's bad-faith tactics have reached an unbelievable level.

Less than two hours after emailing me to say my account was clear and that my withdrawal was "ready to be processed," they instantly canceled my $4,500 AUD request.

The reason they gave? They are demanding an explanation regarding transactions to an individual named Guat Peng Lim. The shocking part is I already provided a complete, formal written explanation regarding these exact family transactions on June 25th—confirming it is my mother and detailing the nature of the household expenses.

They are entirely ignoring my previous emails, recycling old questions I have already answered, and weaponizing their compliance process strictly to stall my payout. It is very clear that their email telling me to withdraw was just a trap to get me to stop updating this forum.

Jaroslav, I would like to take your advice immediately. How can we fast-track this into an official, formal complaint on your website? I have zero confidence that this casino will pay out my $80,000 balance without your direct intervention.

Ive also included a screenshot of my email back out to them straight after my withdrawal was declined.

Thank you for the update. I can see that you already opened a complaint and it is in review status, so don’t worry, our team will look into it and I believe they will try to help you. I’m not saying it will be immediate, because complaints are a bit more time-consuming, as there are many of them and many players submit complaints.

So it likely won’t be resolved right away, but our team will definitely try to assist. First, they will ask you some questions about your case, and then it will be escalated to another resolver who will contact the casino. That will be the process.

In any case, I can see that the casino is asking you various questions, and as I said, I haven’t seen such a complex KYC situation in a long time. And if you say that you already answered everything and provided all necessary information, and they are asking the same questions again, then I don’t see much sense in that.

So I would probably wait for our team and follow what they recommend.

My account has been successfully verified and I can continue to log in to the website without any problems. My available balance is also displayed correctly and my requested withdrawals are currently being processed.

Recently, however, I've encountered a problem where I can no longer open or start any games. Access to the website and my account still works perfectly; only the games themselves are inaccessible.

I have therefore contacted live support several times. Initially, I received general technical feedback. However, my smartphone and the software I'm using are up to date, and the games worked perfectly fine on the same device previously.

Upon further inquiry, support informed me that the problem had been forwarded to the responsible department and was being addressed. Support has not yet been able to provide a specific reason why access to the games has suddenly become impossible.

Regarding my withdrawals, I was informed that they are being processed manually by the finance team and are currently in a queue. They were unable to provide a specific processing timeframe.

I intend this review to document the current situation. As soon as I receive concrete feedback regarding the cause and it is clear how my payments will be handled, I will update my review accordingly.

I hope for a timely clarification and, in particular, for the proper processing of my already requested payments.

Hi, and thanks for sharing with us what you're going through.

I hope the withdrawals go through successfully and you'll be able to enjoy your money without any further obstacles.

As for the gameplay, I hope that gets resolved as well. I'd be interested to know what is behind the whole situation and whether it's some kind of technical issue or something of a different nature. I'll be curious to see the outcome.

Let me know when something moves forward.

Hello Jaroslav,

Thank you for your feedback.

We have since been informed by the casino that there are supposedly two accounts, which is not permitted according to their rules. The account has therefore been classified as a "duplicate account." However, this is precisely where our problem lies: I explicitly requested that they tell me exactly which alleged second account they are referring to, as I am not aware of any such account and do not recall ever having one.

To this day, I have not received a concrete answer. In the live chat, I was only told that the matter would be forwarded to the responsible support team and that I would receive a response. This response has not yet arrived.

The sequence of events was as follows:

The player account in question was verified and deposits totaling €570 were accepted. Subsequently, a profit was made.

Subsequently, a payment of €900 was initially requested, followed by a further €1,190, for a total of €2,090.

Both withdrawals were cancelled by the casino. What's particularly striking is that the €2,090 was not credited back to the player's account. The money was simply no longer there.

Only the last deposit of €180 was refunded to the original payment account. After this €180 was paid out or refunded, the player's account was immediately and completely closed or blocked.

This leaves us with the crucial question of what specific basis the casino has on the assumption of a duplicate account and what has happened to the cancelled withdrawals totaling €2,090.

I specifically requested concrete information about the alleged second account so that the basis for this accusation could be understood. Instead, I was merely informed that the case would be forwarded to support. However, no further response was received, and immediately afterward, access to the account was completely blocked.

Therefore, it is particularly important to me that the casino specifically explains the following as part of the complaint:

– Which alleged second account is supposed to exist?

– When was this account supposed to have been opened?

– What data was used to establish a connection between the accounts?

– Why was the current account verified first, and why were deposits totaling €570 accepted?

– Why were the two payouts of €900 and €1,190 cancelled?

– Why were the total of €2,090 not subsequently credited back to the player's account?

– And why was the account completely closed immediately after the €180 repayment, even though further feedback from support had been announced beforehand?

To date, we have not received a plausible explanation for this.

As soon as there is a concrete statement from the casino, I will of course inform you.

Thank you for your support.

Ah, so there was another issue according to the casino.

I would say that this kind of problem can also happen if you're using the same internet connection and someone else who is also using it has played at the casino. It could also be a friend or family member with whom you share the same household.

That's the first thing that comes to mind for me. And then, of course, there could also be another account that was created a long time ago.

In any case, if you were able to get verified, I would think the casino should have found these things much earlier.

The money was confiscated based on what they accused you of, so we'll have to wait for further developments and hopefully it will get resolved.

Hello Jaroslav,

Thank you for your feedback.

Regarding your assumption about another account in the same household, I would like to add an important point:

My husband did indeed have his own account with SlotLords previously. However, this account was deactivated at his express request. SlotLords confirmed this to him in writing via email on June 2, 2026. The email from VIP Manager Olivia Wood explicitly states:

"Please note that your account has been deactivated at your request."

This email is available in its entirety and can of course be presented as proof.

It was only more than two months after this confirmed deactivation that I, as the wife, opened my own account.

Immediately after registering, I completed my own verification: live/facial identification, my own passport, and proof of address. My husband was also verified with his own identity on his account at the time.

The payment details were also separate. My husband used his own bank account for his player account, and I used my own bank account for mine. No joint checking account was used for deposits.

It's generally possible for the same mobile phone or internet connection to be used within a shared household. However, in my view, the crucial point is that two people weren't playing simultaneously using two active player accounts. My husband's account was demonstrably deactivated as early as June 2, 2026, before I opened my own account more than two months later.

Furthermore, neither my husband nor I used any bonus. In particular, I did not claim any bonus or bonus offer with my account. Therefore, there was also no multiple registration to obtain a bonus benefit.

Therefore, it remains crucial for me to understand what SlotLords specifically means by the alleged "duplicate account." If this refers to my husband's previous account, they would need to explain why an account that was deactivated by the casino itself more than two months prior should lead to my subsequently opened account, verified under my own identity, being treated as a duplicate account.

I also find your point important in this context: My account was verified and my deposits were accepted. It was only during the subsequent withdrawal that the alleged problem became the reason for withholding the funds.

The following evidence, among other things, is available for documentation purposes:

- Email from SlotLords dated June 2, 2026, regarding the deactivation of my husband's account

- Evidence/screenshots of my own verification

- Transaction history and withdrawal requests

- Evidence of the separate payment data

I therefore hope that SlotLords will now specify which account is considered a duplicate and on what basis the balance was withheld.

Thank you for your support.

Hi Buket,

thanks for clarifying this. The information about your husband's previous account is quite important here.

If his account was indeed deactivated at his request on June 2 and your own account was opened more than two months later, under your own identity and with your own payment method, I can understand why you are asking the casino to explain exactly what they consider to be the duplicate account in this case.

At the same time, I wouldn't want to draw a final conclusion just from the forum discussion, because we still don't know what specific connection between the accounts the casino is relying on. It could be related to the same household, internet connection, device, or something else in their records. The casino should be able to explain this more specifically, especially since your account had already gone through verification.

Since you already have an open complaint with us, I think the confirmation that your husband's account had been deactivated before your registration could be quite relevant to the case. The same applies to the separate verification, payment details, transaction history, and the fact that you say neither of you used a bonus.

If you haven't already provided these documents and details in the complaint, I would definitely add them there so our complaint team can take them into account when reviewing the casino's reasoning.

For now, I think the key question remains what exactly SlotLords considers to be the duplicate account and on what basis they decided to confiscate the balance.

Please keep us updated here as well if you receive any more specific explanation from the casino.

Thank you for your feedback.

I would like to explicitly reiterate the points you raised regarding the ongoing complaint.

My husband's previous account was already deactivated before I registered my own. Therefore, there were not two accounts being used simultaneously. My own account was also verified separately in my name. The verification was done using my personal documents, and the payment details and methods I used were also linked to my own account.

It's also important to note that neither my husband nor I used any bonus. Therefore, from our perspective, there was no bonus advantage to having multiple accounts.

Regarding the transaction history, I would like to clarify: I cancelled/withdrawn a withdrawal of €590 myself so that I could continue playing with that amount. This withdrawal was therefore not rejected by the casino. Other withdrawals, however, were not processed.

What I found particularly striking was the subsequent sequence of events: After the casino informed me that only €180 would be paid out, I made this withdrawal. The €180 arrived in my bank account within minutes. Immediately afterwards, my player account was completely blocked, preventing me from logging in.

To my knowledge, a total of €1,910.66 was withheld. To this day, I have not received a concrete and comprehensible explanation as to the basis on which SlotLords classified my account as a duplicate account and why this led to the withholding of my balance.

I explicitly requested that casino support provide me with written confirmation of which specific other account was allegedly linked to my account, the person to whom this account was registered, when it was opened or deactivated, and on what specific basis or criteria my account was classified as a duplicate account. I have not yet received such a detailed explanation.

I therefore ask you to take the following points into account when examining my complaint:

Should SlotLords provide Casino Guru with concrete evidence or further information on this matter, I request that this be compared with the facts mentioned above during the review.

Thank you very much for your assistance in resolving this case.

Thanks for clarifying a few more points. I’d definitely recommend mentioning all of these details in your complaint, as they could be important for the case.

What you’re saying makes sense, and hopefully, once our team gets in touch with the casino, they’ll be able to explain the situation more clearly and it can be resolved in a fair way. If the casino has any further concerns regarding possible multiple accounts, I believe they’ll have the opportunity to explain those to our team as well.

For now, I think the main thing will be to stay patient and see how the case develops.

I would like to add current information to my ongoing complaint.

To this day, I have still not received a concrete answer from SlotLords to my questions regarding which account is allegedly considered a duplicate account, to whom this account is assigned, and on what specific basis my balance was withheld.

In the meantime, I have only received one email from SlotLords, which explicitly states the following:

"Both your primary and secondary accounts have already been closed."

This statement raises further questions for me, as I have not yet been informed which specific account SlotLords refers to as my "main account" and which as my "secondary account".

I have therefore asked SlotLords again for a concrete explanation and identification of these two accounts.

So far, there is still no comprehensible explanation as to which two accounts are specifically meant, to whom they were assigned, and on what specific grounds my account was classified as a duplicate account.

I would therefore like to submit this email as documentation of my complaint and will inform Casino Guru as soon as I receive a concrete answer from SlotLords.

I’m not sure the casino will provide you with specific documents showing exactly what happened. If they respond to us, I think any relevant evidence would more likely be shared directly with our complaint team.

Casinos often don’t tell players exactly what they believe was violated, and they usually don’t provide the supporting evidence directly either, partly to protect their internal procedures. So I wouldn’t really expect them to share anything very specific with you.