SlotLords Casino - Povlačenje igrača je odloženo zbog otkazanih zahteva.

Hi Casino Guru Team,

I am having an extremely difficult time getting my account verified and processing a withdrawal, despite a lengthy process with SlotLords Casino that has now lasted over 20 days. I have included the link of the discussion post I previously made in your discussion section, Jaroslav's response, and my latest reply to bring you up to speed.

discussion post context: scroll down to see post made by me and Jaroslav + my latest response made today https://casino.guru/forum/casinos/slotlords-casino---general-discussion/2

To give you the latest update: I was officially informed today (June 29th) at 6:24 PM via email that my account was cleared and I was finally able to make a withdrawal. However, immediately after submitting my request, the cash-out was instantly canceled.

The reason they provided for the cancellation was a request for an explanation regarding transactions to an individual named Guat Peng Lim. The issue is that I already provided a complete, formal written explanation regarding these exact family transactions back on June 25th. This is clearly a bad-faith stall tactic on their end to block my funds.

Furthermore, I have already provided over 13 separate documents throughout this entire verification process plus ad hoc questions they have asked me as shown in the discussion screenshot below. My Revolut document was previously declined because they insisted on a 3-month statement, despite me explaining over countless emails that the account was only opened on 29 May 2026, making a 3-month history physically impossible to provide. As you can see from the attached screenshots of my verification tab, the vast majority of my uploaded files are still stuck on a yellow "pending" clock icon instead of a green tick - can you explain why this could be the case? It should all be green now especially after the email from them saying my withdrawal is now ready to be processed.

Could your team please step in and investigate this? The situation has become absolutely ridiculous, and as Jaroslav noted in our discussion thread, this is an unusually extensive and aggressive list of documentation. I have been as cooperative as I can since the very beginning but this process from them has show bad faith in their rejection of my withdrawal even after informing me I could withdraw. They have declined my on 2 seperate Occassion now even after saying I was now ready to withdraw.

I have meticulously documented every single step of this process. Please let me know whatever additional screenshots or email chains you need from my end to move this forward.

Thank you for your help.

Regards,

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Does your mother also have an account at this casino?
• What response did you receive from customer support when you explained the relationship between you and your mother previously?
• Could you please forward me the bank statements that you sent to the casino for verification of your account? My email address is veronika.f@casino.guru.
• Have all your identity documents been approved by the casino during KYC, including utility bills?

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

Hi Veronika,

Thank you for the fast turnaround time, just to provide you more context. These are all of documents and additional verification requested from slotlords for this entire verification process listed below. I have also responded to your questions below.

Initial verification requested on June 8th. (All documents have been provided)

1. Initial Verification Requests (June 8th):

Full bank/e-wallet statements (last 3 months) showing all transaction history. (Uploaded to Slotlords)

Proof of Source of Income (last 3 months of payslips). (Uploaded to Slotlords)

Detailed bank statement proving income origin. (Uploaded to Slotlords)

2. Source of Wealth Questionnaire (June 14th):

A comprehensive 8-point questionnaire regarding my employment status, job title, annual earnings, nationality, and expected gaming spend. (Answered and submitted via email on June 14th)

3. Subsequent Ad Hoc Requests (June 17th – June 26th):

Full 3-month statement for an additional daily spending account ending in 6686. (Uploaded to slotlords)

Ad hoc queries regarding personal bank transfers to a parent. (Answered via email)

• Full 3-month Wise and Revolut e-wallet statements. (Wise provided; Revolut provided from its creation date of 29 May 2026. The casino rejected the Revolut file because it didn't cover 3 months, despite me repeatedly explaining it is a brand-new account, making a 3-month history physically impossible).

Answer to your questions

• Does your mother also have an account at this casino? No my mother does not have an account at this casino.
• What response did you receive from customer support when you explained the relationship between you and your mother previously? I received absolutely no acknowledgement. They entirely ignored my written explanation sent on June 25th, waited for me to submit a withdrawal on June 29th, and then instantly cancelled my payout using that exact same family transaction query as an excuse to stall.
• Could you please forward me the bank statements that you sent to the casino for verification of your account? My email address is veronika.f@casino.guru. Yes, I am forwarding all submitted verification documents, bank statements, and payslips directly to your email (veronika.f@casino.guru) right now. Including my response to the ad hoc queries made to me on June 8th.
• Have all your identity documents been approved by the casino during KYC, including utility bills? No. Despite submitting 12 separate documents and complying with every request, the vast majority of my files on the SlotLords website are still stuck on a yellow "pending" clock icon.

Crucial Update on Today's Escalation:

To make matters worse, I received a brand-new email from their VIP team today attempting to cycle backwards and restart the audit on information I have already provided. They are asking me on why I previously had different addresses and again I have provided them with a response in the past explaining the situation. Furthermore claiming they cannot see regular income on my Commonwealth statement ending in 9475, but my salary from my employer, is clearly visible on 31 March, 30 April, and 29 May, matching my payslips provided to them exactly. They are also re-questioning my daily spending account ending in 6686, despite me already providing the full statement and a written explanation on June 20th.

The internal communication at SlotLords is completely broken and predatory. The VIP team demands I only speak to them, yet I am simultaneously receiving threatening emails from their general support team stating that if I do not respond to them, they will confiscate my balance.

I am forwarding you the exact email text from the VIP team today, along with my comprehensive final response to them where I called out their bad-faith stalling and notified them of this formal complaint.

I deeply appreciate your help in mediating this nightmare. Please let me know if you need any further clarifications.

The latest email from vip@slotlords.com (I will forward to you)

My response to them (I will forward to you)

Hi Veronika,

Thank you for your help and just as a further update to show how their normal support team and VIP customer support team aren’t communicating internally. I received the exact same request today from support@slotlords.com (aside from point 4 - Revolut account confirmation) matching the 3 point email sent to me my vip@slotlords.com on June 29th

Email from VIP@slotlords.com - June 29th (showed in early thread response above)

Email from support@slotlords.com - July 2nd - exact same request aside from point 4.

I have asked them numerous times on who I should be communicating with but each time these 2 teams are coming to me with the same requests and it is getting frustrating and I have yet to receive a confirmation on who I should be responding to and constantly having to repeat myself. I have successfully uploaded the Revolut account confirmation on to their website today and sent the exact response for point 1 - 3 I sent to VIP@slotlords.com to support@slotlords.com .

Please let me know and confirm with me when possible once you had a chance to review my latest updates on this thread and also the email I sent to your email address on 1st July subject ‘Complaint ID:217044 - documents requested & further information’ . I just want to ensure we are on the same page. Many thanks for your help.

Hi Casino Guru,

As an update I got an email today from support@slotlords.com saying I can now process my withdrawal. I have made a withdrawal and waiting to see if it actually goes through.

3 July 2026

For your information they have told me this exact same thing on 2 seperate occassion on 20 June and 29 June but those withdrawals were rejected.

I will keep you updated on whether this withdrawal I have made today will actually be accepted. If it doesn’t it would be great to bring in Slotlords to this conversation as this would mean it would be the 3rd time they inform me that my withdrawal is ready to processed but never ends up honouring it even after submitting 15 documents.

Thanks and look forward from you soon

Hi as a further update my withdrawal has been approved on 2nd July which is great but I have yet to see the funds entire my account. Can we please keep this ticket open till I actually start getting a few of the withdrawals actually entering my account to ensure the process remains constantly smooth going forward.

thank you .

Veronika I have also replied to the original email thread with a question, can you kindly follow up there. Thank you.

Thank you for the updates and for the emails provided. Have you received any news regarding the withdrawal request?

Also, could you please clarify the situation regarding multiple accounts you have at this casino? Are your current winnings in your original account, or in the duplicate account you created later?

When exactly did you create each of your casino accounts? Are both of your accounts still open?

Have you made deposits into both of your casino accounts?

Hi Veronika,

I’ll give you an update via email if that is ok. I’ll send the email to you now.

Hi Veronika,

I am happy to update you that the casino has now fully processed my withdrawals and the funds have safely arrived in my account. Because the issue has been completely resolved to my satisfaction and the platform is paying me out normally, I would like to officially close this complaint as successfully resolved.

Thank you so much to you and the Casino Guru team for your incredible assistance.

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

Dear ley2310,

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