Slotlounge Casino - プレイヤーのアカウントは閉鎖されました。

My Slotlounge account was closed without reason. There was no explanation in the chat, only that the decision was final. My withdrawal hasn't been processed either.

Mir wurde das Konto bei Slotlounge ohne einen Grund geschlossen. Eine Erklärung gab es nicht im Chat, nur das die Entscheidung endgültig war. Meine Auszahlung ist auch nicht mehr vollzogen worden

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.  

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?  
• Did you pass the verification before you lost access to the account?  
• Did you accumulate your winnings with or without an active bonus?  
• Could you please provide the date of your withdrawal request?

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

Best regards,  

Katarina

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All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Hello,

I focused on 1spin4win games. I didn't use the live casino or sports betting at all.

I completed the verification process before losing access. I've always played with bonuses and always cleared them.

The withdrawal request date would have to be between July 10-12.

Thank you

Greetings Andreas

Hallo,

Ich habe mich auf Spiele von 1spin4win konzentriert. Live-Casino oder Sportwetten habe ich gar nicht genutzt.

Ich habe die Überprüfung vollständig abgeschlossen, bevor ich den Zugriff verloren habe. Ich habe immer mit Boni gespielt und diese auch immer freigespielt.

Das Datum der Auszahlungsanforderung müsste zwischen dem 10-12.7 liegen.

Vielen Dank

Gruß Andreas

Hello,

thank you for your reply.

Has your withdrawal been processed? Did you request the entire account balance?

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Hello Katarina,

I withdrew the entire balance of my account. I can't say whether the transaction was processed because I don't have any chats or emails about it. Unfortunately, I don't have any further live chat transcripts either.

Andreas

Hallo Katarina,

Ich habe den gesamten Kontostand meines Accounts abgehoben. Ob die Transaktion bearbeitet wurde kann ich nicht sagen, weil ich keinerlei chats oder E-Mails davon habe. Auch weitere Live-Chat-Transkripte habe ich leider nicht.

Andreas

Hello,

thank you for your message.

What payment method have you used to withdraw your funds?

Have you received your funds to your account?

How long have you been a player at this casino, please?

Looking forward to your reply,

Katarina

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello there,

Thank you Elminster for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Slotlounge Casino for their help in resolving this complaint. We would like to know why was the player's account closed and what can we do to help resolve this issue.

Thank you!

Dear Peter, dear Elminster,

The account in question was closed following an internal administrative decision, fully in line with our Terms and Conditions. As outlined therein, we reserve the right to take such measures without disclosing the specific reasons publicly.

Of course, should you require more context, Peter, we are more than willing to provide the relevant details privately via email.

We would also like to emphasize that no funds were confiscated and no other actions were taken against the player’s balance. The withdrawal was processed in full, and we kindly invite Elminster to confirm whether the funds have been successfully received. If not, we will gladly investigate further to ensure proper resolution.

Thank you for the update Slotlounge Casino representative. You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

Dear Elminster, could you please confirm that your withdrawal has been successful? Thank you in advance!

Dear Elminster,

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 Peter,

I'm not sure if the payment from Slotlounge will arrive in my account. I need to know when exactly the payment is supposed to be made.

Hallo Peter,

Ich weiß nicht genau, ob die Zahlung von Slotlounge kommt auf meinem Konto. Ich müsste wissen, wann genau die Zahlung erfolgt sein soll

Dear Elminster,

Thank you for your patience. We can confirm that your entire balance was successfully withdrawn on 11 July. In addition, a detailed letter with clarifications and supporting evidence has been sent to Peter for transparency.

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

Dear Elminster,

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,

Peter