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Complaint Title: Casino Refusing to Refund Mistaken Deposit Despite Providing Correct Account Details

I am filing this complaint due to Slotlords’ refusal to refund a deposit that was mistakenly made from my partner’s account, despite my immediate transparency and full cooperation in providing the necessary details.

Timeline of Events:

1. Accidental Deposit: While making a deposit, my partner’s saved banking details were mistakenly selected on the device I was using.

2. Immediate Notification: I realized the mistake right away and immediately contacted the casino to inform them and request a refund back to my partner’s account.

3. Casino’s Initial Response: The casino stated that third-party deposits are not allowed and that my account could be subject to closure.

4. Providing My Partner’s Account Details: I provided all necessary banking details for my partner’s account, including an account where they are the sole owner.

5. Casino’s Refusal: The casino refused to process the refund to that account, stating that they need a different bank account with a SWIFT code, crypto wallet, or MiFinity account.

6. Banking Limitation Explained: My partner and I both hold separate accounts with Tangerine, which does not support SWIFT transactions. Since a refund to the original deposit account was not possible under their requirements, I then provided details for our joint account, which my partner also legally owns.

7. Casino Still Refusing the Refund: Despite providing a valid, legally owned account in my partner’s name, the casino continues to refuse the refund without providing a valid justification.

Key Issues:

• I immediately disclosed the mistake and acted in good faith, following all the casino’s requests for alternative banking details.

• The casino acknowledges that the refund should go to my partner but is refusing to process it simply because the original bank does not support international (SWIFT) transfers.

• A legally owned, verifiable joint account was provided, which my partner also has full access to, yet the casino is still refusing to process the refund.

• Their demand for a SWIFT-enabled account is unreasonable, as they have already been informed that my partner’s bank does not support SWIFT transactions.

• This feels like an unfair attempt to withhold funds rather than a legitimate compliance issue.

Desired Resolution:

I request that Slotlords immediately process the refund to the joint account provided, as it is legally in my partner’s name. If they refuse, I request a clear, justified explanation for why they are denying a refund to a legal account under my partner’s ownership.

If no resolution is provided, I request contact details for the regulatory authority overseeing Slotlords’ operations so I can escalate the matter further.

I appreciate Casino Guru’s assistance in ensuring that Slotlords follows fair and ethical business practices.

Thank you.

Dear djpaulhowarth,

Thank you very much for submitting your complaint.

I’m sorry to hear about the issue you're facing with SlotLords regarding the mistaken deposit and refund request. I can imagine how frustrating this must be, especially given your immediate efforts to provide the correct information.

To better understand the situation and ensure we approach it with all the facts, I’d like to ask a few clarifying questions:

• You mentioned that you provided the details for a joint account. Could you please confirm if this account is in both your and your partner’s names or only your partner’s name?
• Could you clarify whether the casino specifically stated that the refusal to process the refund is due to it being a joint account, or if it is based solely on the lack of SWIFT support by your partner's bank?
• Has the casino provided any further details about why they insist on a SWIFT-enabled account, particularly given that your partner’s bank cannot support SWIFT transactions?

Your cooperation in answering these questions is essential for us to move forward with your case. It will allow us to gather all the relevant information and ensure we’re in the best position to mediate between you and SlotLords. Without these details, it will be difficult for us to proceed effectively.

I hope we will be able to help you resolve this issue as soon as possible. Meanwhile, we appreciate your patience after you reply and we investigate the issue.

Thank you in advance for your reply and cooperation.

Best regards,

Petronela,

Dear Petronela,

Thank you for your response and for assisting with my case against SlotLords. Please find the answers to your questions below:

1. Joint Account Confirmation:

The account I provided is a joint account in both my name and my partners name. My partner has full access and ownership of this account, making it a legally valid account for the refund.

2. Reason for Refusal by the Casino:

The casino has not specifically refused the refund because it is a joint account. Instead, they claim the refund cannot be processed because the original bank (Tangerine) does not support SWIFT transactions. However, I also provided details for the joint account, which does have a SWIFT code, and they still have not processed the refund.

3. Reason for Insistence on SWIFT:

The casino has not provided a clear justification for why they insist on a SWIFT-enabled account when Ive already provided one. I gave them the SWIFT details for the joint account, which is a legally valid account for the refund, but they continue to delay the process without a valid explanation.

I hope this information clarifies the situation and helps move the case forward. Thank you again for your support, and I look forward to your next update.

Thanks

Paul

Hi djpaulhowarth,

Since the account you provided is a joint account, and you are a legitimate account holder, it shouldn’t raise any issues.

• One option to resolve this situation would be to leave the deposited money inside the casino account and use it for gameplay. Would this be acceptable to you?
• Also, could you please confirm whether your wife has an account at SlotLords as well?

Please let me know your thoughts, and we’ll continue to work on a resolution.

Thank you for your patience, and I look forward to your response.

Dear djpaulhowarth,

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.

Hey, the casino refunded the money.

thanks.

Dear djpaulhowarth,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot (link here). An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Petronela

Casino.Guru