SlotLords Casino - Player's account has been closed after a cash out.

Hi

I deposit $30 play as issues with bonus and duplicate account I had a chat conversation with the Casino team about my duplicate account, where I had a reasonable explanation so I been approved and Allow me to cash out $1400 (evidence of our chat conversation) but then after a day casino cancel my cash out $1400 and close my account and refund only $30 deposit. I very disagreed with this action of them where they approved and already agreed with my duplicate account and allow to cash out but then, they turn there word around and take all my funds. Also if they refund of my deposit they should refunded all my deposits at the start when I had created duplicate account where not only refunded deposit of $30 but should refunded 49x$30 which total $1470.

Dear Lifesanlan24,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with SlotLords Casino.

Despite your assertion, I couldn't find any evidence of the casino promising to pay you the 1400 AUD.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please explain the circumstances under which you opened multiple accounts in this casino?
• Could you please share a more complete communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, 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.

Best regards,

Tomas

Dear Lifesanlan24,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

We’ve reopened this complaint at the request of Lifesanlan24. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Message from the player:

I have response to Slotlord many time but they keep refuse lid to paid and but close my account I can’t do anything to it. They just took the money $1400 without me noted and closed it too

Thanks for your reply.

Could you please clarify the circumstances under which you opened multiple accounts in the casino?

Could you please share your communication with the casino where your cashout of 1400 is discussed? Send the information to my email at tomas@casino.guru or post screenshots here.

with duplicate account I had chat to the support team where they approved because of reasonable reason why and they accepted and agree for me to continue play and receive casino bonus . As I play I keep winning and completed my wager where I had chat to Slotlord team about my winning and approved my cash out with my winning amount. So casino agree for my to cash out with approval of my duplicate account accepted. Before this I had many deposits and losses many time where casino did raise an issue of my duplicate accounts too and had accepted so as pass losses will casino reinstated all my deposit at the start when duplication account taken place. But why casino wait when I had winning to used this duplicate account as a reason to take my winning where issue which they had approved and not promises on their agreement. So really unfair. Thank you

Thanks for your reply and explanation.

Please send me the proof the casino approved for you to open a new account under special circumstances.

Send the communication to my email at tomas@casino.guru or post screenshots here.

Dear Lifesanlan24,

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.

hi Do you any more documents I can provide any queried that required thank you

Dear Lifesanlan24,

I received emails from you but, they don't support your claims the casino allowed you to create a new account.

If you happen to find such proof in the future don't hesitate to send it to me.

Since there is currently insufficient evidence the casino allowed to open you a new account, we must consider you did so fully knowing it's prohibited.

Consequently, we can't proceed to argue in your favor in this case and the complaint will be closed.

Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.