Slotlounge Casino - Nalog igrača je zatvoren bez objašnjenja.

Hi. I open an account in casino slot lounge, ( hollycorn nv ), made a few deposits ,after a few hours , I request a withdrawal of 1000 euros, and also send my personal documents to verify my account.

I receive an email telling that my account was successfully verified,and my withdrawal was in status pending.

Then, after a few hours,I try to login in the casino and saw the message that my account was disabled.

I made contact with the casino by live chat, and was told me that was needed additional verification, and they requested more documents, and I did.

Then,didn't,t have any answer, I sent an email, and I have a response from casino support, telling that the administration decided to close my account, accusing me for fraudulent activity, and they will return my deposits.

I never been a fraudulent person, and I felt disrespected because I didn't nothing wrong, and the casino didn't,t gave any details from that decision.

Can casino guru contact the casino and get more information about this issue?

Best regards

Vitor O*******

Dear Bufalo42,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

To help us clarify the situation and liaise effectively with the casino, could you please provide the following details:

• Website URL:

What is the exact URL of the Casino Slot Lounge (Hollycorn NV) site you used?

• Timeline & Transactions:

On which date and time did you open your account, make deposits, and request the €1,000 withdrawal?

Could you share screenshots or a transaction history showing your deposits, the pending withdrawal status, and the subsequent "account disabled" message?

• Verification Details:

Which personal documents did you first submit, and when?

What additional documents were requested in live chat, and when did you provide them?

• Communications from the Casino:

Do you have copies of the email confirming successful verification and the one accusing you of fraud and closing your account?

If so, please forward those emails (or their text) to petronela.k@casino.guru along with any reference or case numbers you received.

• Fraud Allegation:

Did the casino specify what behaviour it considered fraudulent?

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

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

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

Stay cautious and contact us directly if you have any doubts.

Hi

The url is : www.slotlounge.com

Less than a week, I open an account in this casino and made 4 deposits .in a space of 48 hours, I had a Balance of 1000 euros and I request a withdrawal, ask to the live agent if everything OK to request a withdrawal, and was confirmed that after the account verification, I was able to do it.

Send my documents (citizen card,bank statement as a proof of address and a photo of my debit card that I used to made the deposits).

They requested another proof of address, but I explained that I live in a room in a shared house,and didn't,t have any bills on my name,so after expose that situation,I received an email telling that my account was verified. In the next day, I try to login in the casino, and appeared a message that my account was disabled.

Contact the support ,first by Live chat,and then by email.

They told me that the account was disabled and they ask for a selfie with a paper and my id card,and I did.

Then, they request a photo in front of my house ,holding my id card in my hand and showing the house number.

After that,I send an email asking for updates,and they answer that my account was disabled by administration, and they refer in the same email a description of fraudulent activity from myself,and also ask for the bank details to refund my deposits.

I didn't,t do nothing wrong, and they didn't, gave me any information why they decided to close the account.

I played with with legit money from my work,and I didn't,t forge any documentation, I repeat , I followed all the T&C from the casino and didn't, do nothing wrong.

I have copies from the emails and I will forward to you.

Best regards

Vitor o*******

Regarding the screenshots of my transactions and withdrawal status,I Don,t have any,because can,t access to the casino

Thank you very much, Bufalo42, for providing all the necessary information. I will now transfer your complaint to my colleague, Branislav (branislav.b@casino.guru), who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Hello, Bufalo42,

I am sorry to hear about your trouble and apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Slotlounge Casino Team,

Could you please explain the player's situation in more detail? Why has the user's account been blocked/closed and winnings confiscated?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

Thank you.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello Bufalo42 and Branislav,

We would like to confirm that all actions taken were in full compliance with our Terms and Conditions.

Detailed explanations and supporting evidence have been provided directly to Branislav for review. Please feel free to reach out if any further clarification is needed.

Greetings all,

Thank you for your email, the explanation, and the provided details, Slotlounge Casino Team.

Dear Bufalo42,

Can you please forward all the documentation you sent to the casino upon the KYC/verification process?

Feel free to send everything to my email address (branislav.b@casino.guru).

Thank you.

Hi branislav

Before I sent to your email all my documentation, just let you know that I upload in this casino ,my citizen card, a official bank statement and also a copy of my debit card I used for the deposits.

With this documentation they verified my account.then for the additional verification, I sent 2 selfies, one holding my citizen card in my hand and a paper with the date and the name of the casino, and another one was taken in front of my home address, showing the house number.

Also sent ,without casino asking for that, a notarized copy of my citizen card just to reinforce that I was the real owner of the casino account.

I will follow in the email all this.

Best regards

Vitor O******

Dear Bufalo42,

Thank you for your email and the provided documents.

As a reaction to your previous post and the information provided - it is possible that the first documents you submitted were automatically confirmed by the casino's system, and no one manually reviewed them at that time. They look to be alright, as well as the ID. But if you delivered a photo of an ID, belonging to a real person, it does not automatically mean the owner of the gaming account and the owner of the identity used for registration/play at the casino is the same person.

Some of the documents/photos you provided show signs of editing/manipulation, which is strictly prohibited in all online casinos which require the full KYC process, and it seriously breaches the casino's rules. Although it is not clear why the documents would have been edited, and as I mentioned, other documents look alright (assessing only as a layperson), under such circumstances, the casino has the right not to allow you to pass the verification, and restrict your access to the gaming account, as well as to take appropriate steps in accordance with the casino's Terms and Conditions you accepted upon registration.

Unfortunately, since we specialize in online casinos and compliance (or violation) with the rules governing them, and we currently do not have experts or appropriate software equipment to sufficiently examine and assess the authenticity/originality of the documents, we are not capable of making a correct ruling on our part. Therefore, I am forced to close the complaint and advise consulting the responsible authority.

Since the casino informed you that they were able and willing to refund your last deposit after providing relevant details they requested, under the given circumstances, I strongly recommend you proceed with the process of refund if it has not been done yet. Like that, at least your financial situation will be the same as before you made the last deposit.

Although we are not able to help you sufficiently with the matter, and I fully understand that our ruling will not be satisfactory, I recommend that you contact the gaming authority the casino is regulated by (GCB) and submit a complaint directly to the regulator. Although they currently do not handle individual disputes between players and gaming operators, they could review the situation and circumstances around your documents in cooperation with the casino's dedicated department and/or generally, possible violation of law or regulations. Feel free to find more HERE or our article about complaint processes with regulators HERE.

Thank you for understanding. I wish I could be of more help.

In case of any questions or news from the regulator, do not hesitate to contact me at branislav.b@casino.guru.

Best regards,

Branislav, Casino.Guru