Complaint #10 SlotLords Casino

Casino closed my account and not pay my winnings

By Erika M.

1 year ago

Dear AskGamblers

On July 1, 2025, I made a deposit of 45 euros with a bonus. I made the necessary wagering and after real balancing I requested a cashout of 500 euros.

The next day, in the morning, I received an email from the casino confirming that my account had been closed according to a decision of the administration, that the decision was final and my account could not be reopened.

I was speechless, considering that I was a long-time customer at the casino and had never had any problems or created any that affected myself or the company.

It was very unfair not to mention the reasons or why, even though I was calm and aware that I had not done anything wrong.

But the most important thing is that the Casino gave its word that it would pay my withdrawal.

Even without access to my account, the casino confirmed in the email that my winnings total 500 euros would be transferred to me,

that there would be no problems with that.

They requested new documents: gas bill, selfie holding passport and on paper written "Hello Slotlords", passport and my account information. Everything has already been sent successfully. It's been almost a week, I haven't received any more response from the Casino regarding the transfer of my cashout, and I don't know what to do, so I'm here asking for your help to resolve this case together with Slotlords to receive my winnings.

Disputed Casino SlotLords Casino

Reason Delayed payment

Amount €500

Discussion

AskGamblers

• Support Team

1 year ago

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

erika_88

• Ireland • 3 reviews

1 year ago

Dear AskGamblers Team,

I received the money. This case can be closed.

I'd like to especially thank the AskGamblers Team for the opportunity and support in getting my payment back,
and SlotLords for their cooperation after many days of negotiation.

SlotLords Casino, considering they closed my account, leaves a lot to be desired.

There was no necessary justification to explain the nature of what happened, but they committed to making the payment.
Considering all of this, there are many negative aspects and a lack of explanations to the customer.

I want to warn all players in the N1 Partners group to be cautious, so that what happened to me doesn't happen to you.

These types of examples serve to reflect on where you invest your money to play.
Good day everyone, and thank you again.

Yours sincerely,
Erika

SlotLords Casino

• Representative

1 year ago

Dear erika_88,

Thank you for your message. The refund is still being processed on our side, and we will follow up once it has been completed.

erika_88

• Ireland • 3 reviews

1 year ago

Correct! I'm waiting for my winnings now.

Considering you requested my Skrill details, and that was my last deposit method at your casino, I expect to receive my withdrawal at my Skrill account.

I will come back here to inform the AskGamblers Team to close the case.

Have a good day,
Erika

SlotLords Casino Complaint Stats

Resolved 5 / 5

Avg. Amount $1,095

Avg. Complaint Duration 8 days

Avg. Response Time 2 days

SlotLords Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 3 out of 3 complaints in this category have been resolved.

This operator's average complaint duration is 8 days, while the average duration across all operators is 8 days.

SlotLords Casino Complaints

See all complaints for this casino

Unfair confiscation of real money winnings and partial refund refusal

1. Casino Name: SlotLords Casino

2. Player Username / Email: <removed>

3. Disputed Amount: €334.91 (Remaining balance from incorrectly confiscated €410 real money winnings)

I am submitting this formal complaint against SlotLords Casino due to the unfair confiscation of my real money winnings and their failure to honor their own written commitment to refund the full amount.

Timeline and Facts:

1. On September 21, 2026, at 23:24 UTC, I made a clean cash deposit of €20 with NO bonus attached.

2. Playing strictly with my real money (verified via the attached 'bets.csv' where 'Bonus Issue' is NaN), my balance grew to €539.77 between 00:00 UTC and 00:14 UTC on September 22, 2026.

3. At 00:16 UTC on September 22, 2026, I requested a cash withdrawal of €450.

4. The bonus ("Level 3 FS Result" / subsequent bonus) that the casino is now wrongfully using as an excuse was only activated at 01:09:30 UTC—nearly ONE HOUR AFTER I had already generated my winnings and requested a payout. It is logically and physically impossible for a subsequent bonus to affect prior real-money winnings.

Casino's Admission of Fault and Subsequent Breach:

- After escalating the matter and providing the transaction logs, SlotLords Casino support officially wrote to me on September 25, 2026:

"The investigation has concluded and incorrectly confiscated funds will be added on your account shortly."

- Despite this clear written admission, they only credited €75.09 back to my balance instead of the full €410.00.

- When I followed up, they abruptly changed their stance, claiming the adjustment was due to bonus max win limits—completely ignoring the fact that my initial winnings were generated purely from a real-money deposit before any bonus involvement.

I have compiled the complete CSV transaction and betting history provided by the casino itself, proving both the legitimacy of my wins and the casino's written acknowledgment of their error.

I kindly request Casino Guru's assistance in compelling SlotLords Casino to credit the remaining €334.91 to my account and process my rightful withdrawal.

Attached files:

- bets.csv

- payments.csv

- Full email correspondence transcript

Resolved

€335

Deposit limit not set by the casino

I have contacted support (on chat, message and email) to set a deposit limit. The first email I sent them was 13th of November. I got a reply the 15th of November and responded to this the 16th. Since my first request I have been able to make deposits to my account.

The website does not have a responsible gaming section where players can set their own limits, and in the chat I was told the only way to set a limit was through email.

I argue that the casino has failed their responsibility and demand that the money I have deposited after I asked formally to set a deposit limit will be refunded.

Resolved

kr22,000

Totaling 2000 euros since 12th of September

Refusing to pay out or engage in any normal communication apart from wait we are working on it. Only payment method that works seems to be bank withdrawal which worked speedily before but now after 5 days being told its my banks issue and could take up to 7 more working days to complete when asked about complaint process was told to send a letter ! any help would be appreciated...

4 withdrawals pending totaling 2000 euros since 12th of September.

Resolved

€2,000

Unjustified account blocking

Hello dear AskGamblers team! Please help me withdraw my winnings from this institution, slot lords casino sent me a promo code for 50 free spins with wagering and a maximum win of $ 50. I was lucky to win back this bonus and transfer $49 to a real balance. I did not have any deposits and withdrawals from this office, all the verification documents were provided by me, support on their website I was told no additional documents are necessary, I only need to wait, I put $49 on withdrawal and waited a couple of days for withdrawal., after that, I received an email saying that all bonuses were disabled for me and now I can only play with their money. After a while, going to their website to check the withdrawal status, I found that my account was blocked, contacting support for clarification, I did not receive any response, they gave me an email to who was told to send a letter, I wrote them an email on this issue about the reasons for the sudden account block, to which I received a reply that the administration had made such a decision, no reasons or grounds were voiced, the only answer was that the administration had decided so, I consider this unacceptable in relation to the players, I ask your team to help me solve this problem!

Resolved

Help me casino disabled account

Hello. I registered at this casino a few months ago. After registration, I immediately uploaded the necessary documents: passport, selfie with passport and bank statement to confirm the address. After that, I started making deposits with cryptocurrency, I made 7-8 deposits in total, which I lost. Once every two weeks on Fridays, I was sent a $10 no deposit bonus with a maximum win of $50. Yesterday, 04/04/2025, I received an email with $10 in my account without a deposit. For the first time, I managed to win back the bonus and I put it on withdrawal using the same method I used to make deposits. After requesting a withdrawal, I wrote in the chat and asked to confirm the withdrawal and the previously uploaded documents. At first, the agent approved the passport and after a few minutes immediately rejected all the documents and asked for new ones. Although all the documents are current and were previously approved. The agent also said that my withdrawal is under review by the financial department and will be processed soon. After 20 hours I loaded the site to check the status of the withdrawal, but I could not log in to the account because it was disabled. I wrote in the chat to find out the reason for the account being disabled. The agent replied that my account was blocked by the administration. No reasons were given. I asked to pay out the funds in the amount of $ 50 that remained on the account, but I was refused. I did not violate any rules, did not use a VPN, did not create multiple accounts. I played honestly and made 8 deposits, and when it came to the withdrawal. The casino brazenly blocked the account and stole the winnings! I am attaching all the screenshots as evidence and asking the administration to help restore justice.

Rejected

$50