Slotlounge Casino - A retirada do jogador foi adiada.

Hello, I have €7,200 waiting to withdraw from SlotLounge. SlotLounge hasn't processed my withdrawal for over two weeks and isn't responding to my messages. My account is locked. I received an email on May 29th promising me that I would receive my money promptly. Since then, there has been no response, and I've been completely ignored. I think SlotLounge is trying to avoid paying out my winnings.

The reason for my suspension is supposedly an administrative decision. In my last live chat conversation, the employee claimed that the money had already been paid out, which is a complete lie!

I would like to ask Casino Guru to help me resolve this issue. I deposited using the welcome bonus and fully wagered it.

Hallo, ich habe bei SlotLounge 7200€ zur Auszahlung. Slotlounge bearbeitet meine Auszahlung seit über 2 Wochen nicht und reagiert nicht mehr auf meine Nachrichten. Mein Account ist gesperrt. Via E-mail wurde mir am 29. Mai zugesichert dass ich zeitnah mein Geld erhalte, seitdem gibt es keine Rückmeldungen mehr und ich werde komplett ignoriert. Ich denke Slotlounge versucht meine Gewinne nicht bezahlen zu müssen.

Der Grund für meine Sperrung ist angeblich eine Entscheidung der Administration. In der letzten Konversation mit dem Live Chat meinte der Mitarbeiter das Geld wäre angeblich schon ausbezahlt worden, was eine pure Lüge ist!

Ich möchte Casino Guru bitten mir bei der Lösung des Problems zu helfen. Eingezahlt hatte ich mit dem Willkommensbonus und diesen vollständig umgesetzt.

Dear Maruschka,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. To better assist you with this situation, could you please provide more details regarding your case? Here are a few questions that may help clarify the situation:

• Has your account been closed permanently, or only temporarily suspended? Has the casino specified how long this suspension will last?
• Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?
• What types of games did you play?
• Could you please send me a link or a screenshot of the bonus you activated and played with?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Veronika

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

Hello Veronica,

My account was permanently blocked. The casino received all of my documents, and this was confirmed to me. I only played slots that weren't prohibited.

I used the first and second deposit bonus https://www.slotlounge.com/promotions

Hallo Veronika,

Mein Konto wurde dauerhaft gesperrt. Das Casino hat von mir alle Dokumente erhalten und mir wurde das auch bestätigt. Ich habe ausschließlich Slots gespielt die nicht verboten waren.

Ich habe den ersten und zweiten Einzahlungsbonus verwendet https://www.slotlounge.com/promotions

Please forward me all the communication between you and the casino regarding the closure of your account and the payout of your balance at veronika.f@casino.guru. Thank you for your patience and cooperation.

Hello Veronika. I just forwarded the emails to you. Please let me know if you can see them all?

Hallo Veronika. Ich habe dir eben die E-Mails weitergeleitet. Bitte lass mich wissen ob du alle sehen kannst?

Thank you for your email. Please forward me the communication from the casino informing you about the reason why your account was closed as well.

Hello Veronika. I was only informed of this via live chat. Unfortunately, I didn't take a screenshot.

Slotlounge has since paid me €5,000, so I still have €2,200 outstanding.

Hallo Veronika. Das wurde mir lediglich im Live Chat mitgeteilt. Davon habe ich leider keinen Screenshot erstellt.

Slotlounge hat mir zwischenzeitlich 5000€ ausgezahlt, es sind also noch 2200€ ausstehend.

Do you remember the reason the casino gave for permanently blocking your account?

Has the casino informed you when your remaining balance will be paid out?

Yes, the reason was an administrative decision. I wasn't told anything more.

No, I'm not receiving any information from the casino anymore. They haven't responded to my emails, and I'm still waiting for the €2,200. I'd also like to know when I'll finally get paid the rest.

Ja, der Grund war entscheidung der Admistration. Mehr wurde mir nicht gesagt.

Nein, ich erhalte gar keine Infos mehr vom Casino. Auf meine Emails wurde nicht mehr reagiert und ich warte immer noch auf die 2200€. Ich wüsste auch gerne wann ich den rest endlich bezahlt bekomme.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Maruschka,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Veronika