Account suspension after withdrawal request

I made a deposit of $20 without any bonus and won $700. I have been trying to withdraw these winnings without success despite making multiple withdrawal requests and completing the verification process.

My 1st withdrawal request was rejected almost instantly (justifiably) due to my account not being verified.

Then it was rejected an additional 3 times (justifiably) within a 2-hour timeframe due to additional verification documents being requested to complete my account verification.

My account is now fully verified, with a withdrawal request still pending. It has been over 26 hours, and I have been unable to contact them using the live chat option, so I have sent an email, but have not received any response.

The timeframe specified in their terms and conditions clause 11. Withdrawal Policy with sub clause 11.6 states the processing time is 0 - 24 hours.

They have breached their own terms and conditions and failed to respond to my email with any explanation of why.

On the 9th Feb 2026 I received an email (received an error trying to attach but can forward if needed) that talked abouted terms for their referral program.

In bold, this states that a new player must join and make an $85 deposit. I referred a friend, and they made an $85 deposit, but now slot lounge is saying that it needed to be a $100 deposit to meet the terms and they refuse to provide me with any bonus. They will not even allow my referral to make an additional deposit to bring his total to greater than $100.

I already went to support, had this escalated, they took about 5 days to make a decision and have stuck with the fact that I didn't meet the terms.

They won't provide anything in consolation either, no free spins, no lower bonus amount, no alternatives. I think this is extremely poor practice and I expect some recognition from slotlounge for referring a depositing player who met the terms I was provided in writing in an email this year

I am submitting a formal complaint against SlotLounge, a casino claiming to be licensed under Curaçao regulation. I request your assistance in resolving this matter fairly.

Timeline and Description of Events

I received a bonus from SlotLounge (20 free spins). I played these spins and won approximately $3.

Afterward, I placed additional normal spins at $0.30 per spin, and I won approximately $691.

I submitted a withdrawal request for the $691 winnings.

SlotLounge’s Response:

The withdrawal was rejected. They claimed that I had exceeded the maximum bet while playing with an active bonus and stated:

“I have reviewed your games and it is clear that you placed bets exceeding 5 USD while playing with an active bonus. Unfortunately, due to that, we had to correct your balance to the deposit amount.”

In earlier messages, SlotLounge had told me the max bet limit was 7.5 USD. Later they claimed 5 USD.

They refused to provide their license information when requested.

They did not provide any timestamps, betting logs, or evidence linking my $691 winning spin to bonus-related play.

They also confiscated the $3 free spins win.

Key Points Supporting My Dispute

Wagering Requirements Completed: My $691 winning spin occurred after all bonus wagering requirements were fully completed, meaning the winnings were part of my real balance, not bonus-derived.

Low Stake Win: The win occurred on $0.30 spins, far below the max bet limit.

Conflicting Max Bet Information: SlotLounge communicated two different maximum bet amounts (5 USD vs 7.5 USD) for the same bonus, showing unclear and inconsistent rules.

Refusal to Provide License: SlotLounge refused to provide their licensing information when requested, which is against regulatory transparency requirements.

No Evidence Provided: They have not supplied timestamps or logs to justify confiscating post-wager real balance funds.

Attachments

I have attached all supporting documentation:

Withdrawal rejection messages

Conflicting max bet messages (5 USD vs 7.5 USD)

Transaction and bet history showing completed wagering and the $0.30 winning spin

Screenshots confirming bonus wagering completion.

SlotLounge broke 3 license rules:

Rule transparency: They gave two different max bet limits, which is a license violation.

Refusal to provide license info: Also a violation — Curaçao requires operators to be open about licensing.

Post-wager confiscation: Likely violates fair play standards because winnings were from real balance.

Surely they can’t get away with this? When you are dealing with real peoples money you have a serious responsibility.

On legitimate, well-regulated gambling sites, the system prevents any bet above the maximum while a bonus is active.

Players cannot accidentally or intentionally exceed it — the software blocks the action.

This ensures that bonus rules are enforceable and fair.

2️⃣ How SlotLounge is Different

SlotLounge allowed you to place a bonus-buy bet exceeding the max.

This shows a system flaw or design oversight.

You cannot be reasonably penalized for something that their system allows you to do.

On reputable, licensed casinos, the system enforces the max bet automatically. You literally cannot place a bet above the limit while a bonus is active.

SlotLounge letting you manually exceed it is essentially a system loophole, and then punishing you after the fact is like blaming someone for using a door you built for them to walk through.

I have sent all the proof to your support email.