Slotlounge Casino - general discussion (page 2)

I did not receive a detailed clause prohibiting bonus buys. The problem with the whole matter is that the casino is free to change its terms and conditions at any time without restriction!

I am confused here. You said before that the issue was that you bet over the bet limit, though.

That was the casino's opinion.

So you don't recall it? Do I understand correctly?

In order for us to help you, we need exact information, you know.

Casino: SlotLounge (slotlounge.com)

Player's country: Germany

Problem: Account blocked and €1,400 in profit withheld due to alleged "duplicate account".

I played at SlotLounge with my own money and deposited a total of about €80. From this, I won around €1,400 (without using any bonus). Shortly after the win, my account was blocked and my balance reduced, leaving only about €80.

Support informed me that my account is considered a "duplicate account" and that this violates the terms and conditions. Therefore, my €1,400 in winnings will not be paid out, and the decision is "final." When I inquired for a detailed explanation and evidence, I only received standard (copy-pasted) responses, but no genuine review of my case.

Regarding the account situation:

– There is an account in my father's name with the email address , into which a total of approximately €380 has been deposited.

– My own account is in my name with deposits of approximately €80 and a profit of approximately €1,400.

– We are two different people (father and son). I only used my own account to play and never tried to gain an unfair advantage or abuse bonuses by using multiple accounts.

I request that Casino.Guru review my case and assist me in obtaining payment of my withheld €1,400 in winnings, or at least a refund of all my deposits (approximately €460 in total across both accounts). So far, SlotLounge has refused any fair solution and simply reiterates that the decision is final.

I have already written a review on Trustpilot and sent an email to the support email address.

Hello, let me get straight to the point: did you submit the complaint request too, please?

This is "just" a forum post, so if you would appreciate a few tips about the complaint process, let me know.

The general instructions are here 👈

Despite what you might have heard, we investigate and help find fair solutions, but we can't guarantee the casino will pay the money. I can assure you the situation will, however, be thoroughly investigated.

Those situations with family members paying from the same house in the same casino are difficult because most casinos still have it stated in the rules that this is disallowed, no matter how odd it may sound.

Well, we shall see, of course.

Please remember that this is a public forum and refrain from mentioning specific names, emails, or any other personal information. Save that for the complaint; that's a safe space.

Thank you for your feedback and explanation.

Yes, I have already submitted the official complaint and provided all the details there. This forum post is only intended to briefly describe the case and warn other players.

In short:

• I deposited a total of approximately €80 into my account at SlotLounge and made a profit of about €1,400 (excluding bonus).

• Shortly after the win, my account was blocked, the winnings were completely withheld, and I was only able to withdraw the €80 deposit.

• The casino cites a "duplicate account" with identical data (name, date of birth) as the reason.

There is indeed a second account from the same household (family):

• Approximately €380 was deposited into another account belonging to my family.

• The casino now claims that this second account also belongs to me and is a "duplicate account".

The contradictory thing for me is:

• On the one hand, the casino says the second account is an invalid duplicate and therefore the winnings on my account cannot be withdrawn.

• On the other hand, they are asking me to withdraw the deposits from this "duplicate account" as soon as possible – so suddenly it seems that the fact that it is supposedly a duplicate is not a problem there.

This is how it looks to me:

• Deposits from both accounts are always welcome and will be accepted.

• In the event of winnings, the casino can at any time afterwards say: "Duplicate account, violation of terms and conditions", and keep everything.

I feel like no matter what I do, I lose:

• The winnings of €1,400 were completely refused on the blocked account.

• And if a larger profit were to be generated in the other account, I expect that the same argument ("duplicate account") would be used again to avoid payment.

In my complaint, I therefore requested a fair solution:

• Ideally, the €1,400 winnings should be paid out.

• but at least a full refund of all deposits (approximately €460 in total across both accounts),

• or at least a fair partial solution (e.g., repayment of deposits plus a share of the profit).

I am aware that cases involving multiple accounts within the same household are difficult and that many casinos prohibit this in their rules. However, in my view, a distinction should be made between someone deliberately abusing multi-accounts and bonuses, and – as in this case – deposits from a single household without bonus use.

Thank you for looking into this case and conducting an independent review.

I agree, and so does our Fair Gambling Codex, by the way. Distinction surely needs to be made, because considering all similar situations as the same with the same outcome wouldn't be very fair.

More details, in my opinion, need to be specified and addressed. Yet simply put, if there is a way to verify both players separately, no patterns regarding taking advantage of no deposit offers are to be found and both players used exclusively their own payment methods, well, I guess the situation is quite clear.

Well, maybe I oversimplified it a bit, but still I hope the idea is there. Thank you for sharing that here on the forum, and if I may be so bold, please keep us posted about the complaint's progress.

I want to know what the casino thought was wrong and what they will say about it.

Thank you for your answer and the explanation, that's exactly how I see it too.

A quick update on my case, so you have the full picture:

Yesterday I requested a withdrawal of €80, exactly the amount of my last deposit. I wanted to at least get this money back after my large winnings of approximately €1,400 were withheld due to the alleged "duplicate account".

In addition:

• I sent the casino all the requested KYC documents (ID, etc.).

• In the live chat, I specifically pointed out that the data in my profile and/or payment details were not entered quite correctly and asked them to adjust them to my actual ID data.

• The support team in the chat confirmed to me yesterday that this is all correct, that the data will be adjusted/verified, and that the KYC verification should be completed within a maximum of 24 hours, after which I can withdraw my funds.

Nevertheless, my €80 withdrawal was rejected on the grounds that the bank account name did not match my identification details. I can't even change my name in my profile, and the casino already has all my identification information. It seems to me like they're telling me to "withdraw your money" and then blocking the withdrawal with some pretext.

I have added a screenshot of the email below.

My account still isn't fully verified, even though I was assured in the chat yesterday that it would be done within 24 hours. So, I have:

• all data for verification provided,

• openly addressed the error in the profile data,

• Confirmation from the chat that the correction is okay and I can withdraw the money,

and yet even the payment of €80 is refused.

I will keep you updated as soon as the casino officially responds to the complaint or if anything changes regarding verification and payouts.

Well, there is one thing I do not understand; maybe you can help me with that. Why would you need to change the name under which you registered the casino account? Did you perhaps accidentally fill in a different name, which now does not align with the name on the bank statement?

Such a situation may delay the KYC and raise a few flags. But perhaps I got it all wrong.

Thanks for your inquiry, I'd be happy to explain it in more detail.

The reason I wanted to change my name is that it's not fully entered in my profile. During registration, I only provided my first and last name, but not my middle name, which is also on my ID and bank statement.

That's precisely why I told chat support that the data in my profile didn't match my ID data 100% and asked them to adjust the name to my full ID name. The chat support told me that this was fine, that the data would be adjusted/verified accordingly, and that the KYC check should be completed within 24 hours.

Now the casino is rejecting my withdrawal, claiming the name doesn't match my identity, even though I requested the correction for precisely this reason and all my identification details are already on file. That's the part I don't understand.

Ah, that's it! Now I fully get it, I guess. I appreciate the explanation very much.

Now I'm having quite a difficult time understanding why this casino is so hesitant to pay out. I read your posts once more, and to me, the information provided sounds clear, with no weird circumstances or inconsistencies. This appears to be a possibly common situation that many others may encounter. Simply put, it seems to me that you have a solid understanding of the subject matter, despite the somewhat humorous nature of the casino procedures.

The more you share, the more I'm interested in seeing the complaint progressing to the part where casinos comment about the issue at hand.

Thank you so much for your reply, I'm really happy to read that.

One more important clarification regarding the names, because it's really strange:

• My name is on my bank account.

• My name is on my ID card

In the chat, support told me to enter the name exactly as it appears in my identity. I then tried both versions in the withdrawal details – once and once. After these changes, the €80 withdrawal seems to have worked, although I honestly don't understand why it was rejected twice before and now suddenly works, even though it's only about the order/spelling of the name.

I'm glad I'm getting the €80 back, but:

• I have not received any response to my emails to support (regarding the "duplicate account" and the approximately €345 deposits into the other account) for the past two days.

• I would also like this money back, or at least a clear statement.

I will keep you updated if there are any developments at the casino or if they finally respond to my emails.

Hello Adrian,

I forgot to mention I've been deleting your full name from those posts to keep your identity secure. Would you please keep personal details only for the complaint? You see, a public forum is still a public space. 🙏

Of course, I will be here for further updates; any especially positive news is hugely appreciated!

Thank you for the heads-up, the name thing is perfectly fine – thank you for removing it from the posts.

A small update from my side:

I sent several emails to SlotLounge support explaining all the details (winnings, duplicate account, deposits, KYC, rejected withdrawals, etc.). However, for the past three days, I haven't received any response at all. It feels like they're simply ignoring my case, and frankly, I'm starting to lose hope that they'll voluntarily offer a fair solution.

I will still keep you updated if anything changes – especially if there is any positive news for once.

Anytime!

With this new update, I have even higher hopes for the complaint. Perhaps I shouldn't say this, but as you present it, the matter seems quite clear, so forming a proper response that introduces new doubts might be challenging for the support.

Well, joking aside. Maybe this has been some sort of misunderstanding, or perhaps the system flagged some account details, but I believe it will all be addressed in the complaint in the worst case. Ideally, though, the casino will find a solution even without the complaints progressing. 🤞🤞

This casino is a scam. I've been emailing them for two weeks asking them to block my account permanently, but they don't respond! They just ignore me. I filed a complaint here, but I know it won't get me anywhere. I'd like to get my money back because of such a serious violation on their part, but I know it's impossible to beat the casino.

I thought your issue was resolved as you marked your complaint, actually.

Please tell us how exactly the situation stands.

Hi! I've emailed them more than 10 times asking them to permanently delete the account without the possibility of recovery. The manager only responded once asking the reason, about a week ago. I responded, but they ignored me again. After that, I emailed them a couple more times, and still no response. I'd like to get back the $2,000 I lost at this crooked casino, but I don't think I'll get it back, so I canceled the complaint.

Hello, I understand the motivation for closing the complaint, but from another perspective, you have cut down the chance to challenge these casino practices. So, to be honest, it is quite complicated to read that the casino is a scam from you after you allow them to continue with that. If you understand what I mean.

It is just a pure observation, of course. A complaint is not just about money; it is also about fairness and the opportunity to challenge casinos' practices and adjust the Safety Index.

I'm sorry to see the account is still open and I would reopen the case if I were you.