Complaint #168 Slots.Lv Casino

Ignored Self Exclusion During Recent Ddos Attacks Led to loss of funds

By mtmslots

4 years ago

On 5/19/22 I won a progressive slot jackpot on Slots.lv, on the slot "10 Times Vegas", for approximately $200,000 USD. Over the next day, I kept gambling and worked my balance up to $220,000. I recognized that I was gambling compulsively, and in order to protect my winnings, I tried to contact Slots.LV multiple times, for hours, via live chat. Per their self exclusion guidelines, they did not outline any specific medium with which to self exclude so I thought chat would be the most timely. I was never able to get through, I believe this is because customer service agents were busy dealing with fallout of the DDOS attacks occurring at the same time.

I then sent an email to Slots.LV later on 5/20/22, requesting my account be temporarily disabled until all my winnings were withdrawn, which the Dispute Resolution Office claims was never received, and then accused me of faking.

Over the next week, my account balance was drained. I am requesting that Slots.LV restore my balance to $200,000 USD, due to not honoring my self exclusion request. Even if the email was never received, it was impossible to get ahold of any customer service rep via chat to request this exclusion. Self exclusion should be simple, accessible, and should not be effected by other happenings at the casino.

Disputed Casino Slots.Lv Casino

Reason Other

Amount $200000

Discussion

AskGamblers

• Support Team

3 years ago

Dear all,

We regret to inform you that following the submitter's confirmation that the issue, subject to this dispute, has already been raised with the relevant ADR, taking into account the fact that the parties did not reach a mutual agreement of settling the dispute, the AskGamblers Complaint Team has no other option but to close this complaint as unresolved.

As soon as the AskGamblers Complaint Team is notified about the regulator's final decision on the case, we will comply and mark this complaint accordingly.

mtmslots

3 years ago

Hello - Because my previous contact with Customer Service and the Dispute Resolution Office got me nowhere on my own' I filed a formal complaint with CEG (Slots.LV Master License Holder) They have started the Alternative Dispute Resolution Process, but still no contact from Slots.lv. As such, this matter has not been resolved.

Slots.Lv Casino

• Representative

3 years ago

Hi there! We can understand the urgency to get a resolution for this. Once your request review is completed further communication will be shared via email.

Slots.Lv Casino Complaint Stats

Resolved 38 / 67

Avg. Amount $7,758

Avg. Complaint Duration 8 days

Avg. Response Time 3 days

Slots.Lv Casino Complaints

See all complaints for this casino

Account disabled after withdrawal and verification delays despite multiple submissions

My account with Slots.lv has been disabled since February 14, immediately after my $950.78 withdrawal was declined without any explanation. Since that moment, I have complied with every request, submitted every document multiple times, and followed every instruction given to me. Despite this, Slots.lv has provided no meaningful update, no timeline, and no justification for the ongoing delay.

Verification Submissions (Documented and Confirmed):
• February 14: First full submission (ID front/back, ID selfie, proof of address)
• February 14: Two follow‑ups asking if documents were received
• February 24: Second submission / follow‑up with attachments
• February 27: Third submission implied (casino confirms documents under review)
• March 5: Fourth submission (explicit resubmission of all documents)
• March 6: Fifth submission (attachments included again)

Every submission was clear, full‑page, and fully legible. There is no reasonable basis for claiming otherwise.

Despite this, I continued receiving repetitive, generic responses stating that my account was “under review,” with no explanation for why the review was taking weeks instead of the 24–48 hours repeatedly promised by Slots.lv.

On March 6, Slots.lv Financial Services confirmed that my documents were received and forwarded to their Security Team. No reason was provided for this escalation, no details were offered, and no timeline was given. My account has now been disabled for weeks with no transparency and no progress.

For context, I am a verified player on multiple major platforms, including VIP‑level accounts elsewhere, such as BVX (invite‑only). I have never experienced verification delays anywhere close to this length on any other site. The issue here is not my documentation — it is the casino’s lack of communication and failure to follow its own stated timeframes.

Slots.lv declined my withdrawal, disabled my account immediately afterward, and has since provided nothing but vague, repetitive messages. This is not standard practice, and it is not acceptable.

Requested Resolution:
• Completion of the verification/security review
• Restoration of my account access
• Reprocessing of my $950.78 withdrawal
• Release of any eligible funds

I have cooperated fully and repeatedly. At this point, I am requesting AskGamblers’ assistance because Slots.lv has failed to provide any reasonable explanation or resolution despite multiple submissions and multiple follow‑ups over several weeks.

Resolved

$951

Bonus terms intentionally vague

I was offered a deposit bonus via email on 8-18-25 and according to the terms, if I deposited more than $20 by 8-25-25 I would receive 20 free spins the following week. So have yet to receive my bonus I've already reached out to customer service twice now this week about the missing spins and have been told that they should come "sometime" this week, even though it's already been over two weeks since I initially made my qualifying deposit. The terms of the bonus I feel are intentionally vague so that the casino can circumvent having to honor this bonus, then after being told I was being transferred to a manager, I was disconnected with and can not get another agent back in the live chat. This would be different, if I didn't already have an issue every other time in the past with this casino honoring my bonuses. But I already know how this will play out, I'll go the rest of the week and not receive this bonus, I'll reach back out to them, and will be put off for almost another week, and someone may or may not reconcile this after A MONTH has gone by. This casino needs held responsible for its poor actions. I also have screenshots of the promotional email and one of the conversations with an agent about transferring me to a manager, which they never did.

Resolved

Missing Points Promotion in Notifications

On 6/14 got notification of a free 1,000,000 points being added, got them every day prior but today they didn't show. Contacted service and they were of no help, and insisted an "escalation" which NEVER gets anything accomplished.

Please add the points you falsely advertised to me and then presented nothing. I have the proof to back up that i rec'd notification.

Resolved

Slot diamond reef froze during bonus

Slot Diamond Reef froze during my bonus on March 17-2024 at around 2:00 pm. I sent photos and asked right away with live chat. I was told send email and photos. I did, half hour later slot fine, my bonus gone with money I won. Its March 21. At least 5 emails about clearing my browser. None about my money .

Unresolved

4k withdrawal declined and the communication is minimal

Completed my wager contribution (miracle in itself). Made a withdrawal for $4095.60, waited standard time for request to process. Instead received and email that said my withdrawal was decline.

Tried to access my account, it was disabled. Reached out to customer service, went through a grilling verification process. Got verified and after all that was told my account in under review and that they'd get back to me but no actual time frame as to when.

It's pretty frustrating how this site is so quick to allow you to put your money in but, to take it out they give you the run around.

Unresolved

$4,096

Slots lv declined withdrawal and has disabled account pending review

I’m a new player to slots.lv and having lost around $1500 on using their site I finally had a nice run and was up around $7200. I submitted a withdrawal request on 8/25 and it was pending review when I received an email saying I need to verify the account in order to withdraw funds. When I tried to log on in order to verify I’m my identity I received a message that my account was disabled and to contact customer support. I then saw an email saying that my account was under review and that I would hear back when the investigation was complete. Since then I have talked with their customer support team who told me the review would be completed within 24-48hrs. It has now been 5 days and I can no longer chat with their customer support team on phone or via live chat and they have stopped responding to my emails. I’m at a loss as to what I should do.

Unresolved

$7,200

Payment not receive

It’s been 4 weeks since I won 7000 dollars and haven’t received any money and can’t access my account. At first they asked me to verify my identity and I did successfully. After they said my account is under review and it’s been 4 weeks since not received any good then wait and wait. So all I want is the money that I won because when I have been loosing money on the site I never received a text about reviewing, Once I hit they have a review which being there for almost a month now.

Unresolved

$7,000

Account under investigation, no info so far

I’ve been losing on Slots LV for months. I finally started winning and now my account is under investigation. All of a sudden I can not call slots lv to speak to anyone. They will not give a time frame on how long my account will be under investigation. They do not mind taking your money but as soon as it’s time to get paid they find a way to not have to pay. I’ve been playing on slots LV for a few months now. I finally won $800 last week. I withdrew my funds without an issue. I won again the following week $12,000. I withdrew $2,500 no issue. The following day I received an email stating that my account is under investigation. I did not break any rules. My account has been under investigation since Monday.

Unresolved

$9,500

I won money and then they lock my account

I was Leary when I signed up to play this game, only because some of the reviews were terrible! But I also seen some of the good ones. Well I should have followed my gut instinct! I won 525 dollars and wanted to cash out. All of a sudden after putting all of my own money into slots.lv, and then winning. My account tells me my password is not correct, so I change it. When I change it, it all of a sudden doesn't allow me to access my account. I got with customer support and they said the "unlocked" my account and I should be good to go. WELL NO! I wasn't, so they gave me other steps to try and process. This website not only stole my money, but took my earnings. I am highly upset, I took screenshots of my entire conversation with slots.lv, and when I called them out on it, the chat crashes. I will be posting these screenshots if they do not give me my money that I won.

Resolved

$525

Account disabled after winning 24k USD

My son told me about slots.lv a while back and I decided to give it a try about a week ago. I'm new to online gaming so wasn't too sure what to expect but figured it might be fun. I ended up hitting big a few times and kept playing, I couldn't believe it.

After playing through the bonus I hit big on a slot ($12,000) and brought my winnings up to about $24,000. Immediately after the big win it kicked me off, I tried logging back in but it said my account was disabled.

I received an email saying that my account was under investigation after they found suspicious activity in the account. I contacted customer service and each time they informed me that my account was under investigation, they cant tell me why or how long it will take. I was told slots.lv was a good casino and am wondering if other people have experienced this same event. Well after hearing nothing from slots.lv

I did some searching I found AskGamblers. I am hoping they can help me figure out what is going on and help resolve this issue, that is a lot of money to just be left in the dark over.

My account has not been closed, it is disabled with no update or reason why.

Unresolved

$24,000