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Hello, after several successful deposits and withdrawals at

My account was suddenly blocked immediately after I used a reload offer - balance at the time of blocking: approx. €1,330 in real money.

Support subsequently requested via email that I provide individual proof of several past deposits—even though they had long since been recorded in the system and even paid out. I submitted all requested documentation in full.

Since then, there's been a complete standstill. No feedback, no status updates, no contact person. Contact is generally very slow, but currently, there's virtually no communication at all.

Hallo, nach mehreren erfolgreichen Ein- und Auszahlungen bei

wurde mein Konto plötzlich direkt im Anschluss an ein genutztes Reload-Angebot gesperrt – Guthaben zum Zeitpunkt der Sperrung: ca. 1.330 € Echtgeld.

Der Support hat anschließend per E-Mail gefordert, dass ich mehrere vergangene Einzahlungen nochmal einzeln nachweise – obwohl diese längst im System verbucht und sogar schon ausgezahlt waren. Ich habe alle angeforderten Nachweise vollständig zugeschickt

Seitdem: völliger Stillstand. Keine Rückmeldung, kein Update zum Status, kein Ansprechpartner. Der Kontakt ist allgemein sehr schleppend, aber aktuell findet de facto keine Kommunikation mehr statt.

Dear LB1999,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with the deposit and the subsequent blocking of your account.

In order to better understand your situation and assist you effectively, could you please provide more details by answering the following questions?

• What specific reload offer did you use just before your account was blocked? Please send me a screenshot or a link to it.
• When exactly did you submit the proofs of deposits to the casino for additional verification?
• When was the last time the casino communicated with you?
• Have you tried reaching out to support via any other channels or through their live chat feature?

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 Veronika and thank you,

The bonus was the monthly hunting bonus, which I also received via email. I sent the deposit receipts over a week ago and then resubmitted them several times. The casino last responded to me five days ago.

Hallo Veronika und danke,

Der Bonus war der monatliche Jagdbonus den ich auch per Mail erhielt. Die Einzahlungsnachweise habe ich vor über einer Woche versendet und mehrere male erneut. Das Casino hat mir das letzte Mal vor 5 Tagen geantwortet.

Thank you for your response. Please forward me all the communication between you and the casino regarding the verification of your account at [email protected].

everything is clear, thank you

alles klar habe ich danke

Hello LB1999,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you very much, LB1999, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear LB1999,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from SlotLords Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear SlotLords Casino,

Could you please provide a comprehensive explanation of this case, including the specific reasons for the closure/blocking of the player's account? Your detailed insight will help us proceed with a fair and informed resolution.

Thank you in advance for your cooperation and prompt response.

Best regards,

Kubo

Hello LB1999 and Kubo,

Thank you for your patience.

The account in question was closed following an internal administrative decision. We would like to clarify that the balance remains untouched, and no funds have been confiscated. A message has been sent to the player with instructions to complete additional verification in order to proceed further.

For transparency, the specific reasons behind the closure have been shared directly with Kubo via email.

I have not received any new instructions so mail

Ich habe keine neue Anweisung erhalten also Mail

Dear SlotLords Casino,

Thank you for your message and for providing additional context.

Dear LB1999,

Have there been any updates on your side? Have you received the email with instructions from the casino yet?

Thank you!

Dear LB1999,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello, yes I successfully completed the SumSub verification a few days ago, I will now also forward my payout address to the casino to be on the safe side

Hallo, ja ich habe die SumSub Verifizerung vor ein paar Tagen erfolgreich erledigt, ich werde sicherheitshalber nun auch noch mal meine Auszahlungsadresse ans Casino weiterleiten

small update: I have now been contacted by email to provide my payout address

kleines Update: ich wurde nun per mail kontaktiert um meine auszahlungsadresse anzugeben

Hello, I would like to thank you very much. Thanks to your help, I received the money!

Hallo ich möchte mich recht herzlich bedanken, ich habe dank eurer Hilfe das Geld erhalten!

Dear LB1999,

I'm glad to hear that your issue has been successfully resolved. I will proceed to mark the complaint as "resolved" in our system. Thank you for your cooperation. Should you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. We are here to help!

We hope you had a positive experience with our services. While we don't charge any fees or accept gratuities, your feedback is invaluable to us. We would greatly appreciate it if you could share your experience on Trustpilot (link here). An honest review, along with any suggestions you may have for improving our complaint resolution and mediation process, would be immensely helpful. Your insights can guide others who might be seeking assistance with online casino-related issues.

Thank you in advance for taking the time to help us improve our services.

Best regards,

Kubo