The player from Germany had registered at the casino and made a €45 deposit, but his account was subsequently deactivated. The casino then requested sensitive data for the withdrawal, while the player demanded a prompt refund of the deposited amount. The issue was resolved when the player's deposit was credited to his myfinity account.
SlotLords Casino - Player’s account is closed and refund delayed.
Amount: €45
SlotLords Casino
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7.2
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 months ago
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3 months ago
Translation
I registered at this casino yesterday and simultaneously made a deposit through my myfinity account. The casino apparently received €45.
After logging into the casino, my account was deactivated.
Now the casino wants my sensitive data for my withdrawal. The casino received €45.00 and I demand that my refund is promptly processed.
Automatic translation:
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3 months ago
Dear romzykt,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with SlotLords Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
- Do I understand correctly there was no gaming activity on your casino account whatsoever?
- How did you learn about your account being blocked?
- Which sensitive information did the casino request from you? Have you provided them?
- Could you please share your communication with the casino? 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
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3 months ago
Translation
I am a player from Germany, not Egypt.
There was no game activity. I sent you a screenshot.
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3 months ago
Thanks for your email.
You should be able to change your country of residence in the advanced settings when logged in to your casino.guru profile.
According to the casino's terms and conditions: https://www.slotlords.com/terms-and-conditions
11.2 The Casino reserves the right to check your identity prior to processing payouts and to hold any refund or withdrawals for the time needed to check your identity. In case you provide false or incomplete Personal Data, the withdrawal can be refused and the Player Account terminated, of which you will be informed by email. The Casino may be required to report the player's actions to the applicable regulatory bodies.
I understand this might be unpleasant, however, we believe your best option would be to comply, for your refund to be issued.
Please let me know about your decision on how you'll proceed.
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2 months ago
Translation
I have contacted this casino and they are full of faxes.
I did not provide any false information. I just registered and deposited money! I verified my myfinity account, these ladies also have my ID card.
- the casino constantly asks for an account number.
Dear Thomas,
A bank account number is a principal identifier for a bank account. It is a unique number. The account number is different for each account holder; no two banks will have the same account number. For segregation, banks use different codes at the beginning of the account number.
I sent them a statement from my bank and gave them my IBAN.
If I deposit with myfinity, I would also like to get my money back.
This store has got to be a joke...
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2 months ago
Translation
Are they kidding me!! 
Reply yesterday
Today I wrote to them again and asked. New answer!!
I've had enough of this organization 😡I have verified my myfinity. Sent my bank account details, sent my ID card.
Why does a casino even allow deposits and registration!? The account has been deactivated because players from Germany are not welcome.
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2 months ago
Translation
The case can be closed as solved, my deposit was credited to my myfinity account today.
Thanks
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2 months ago
Dear romzykt,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Tomas
Casino.Guru
