SlotLords Casino - Запит гравця на зняття коштів відхилено.

Hi there! I am writing this with hope of solving this. I recently won 10000$ which is a lot of money on slot lords. I have put more than that in this establishment over the las t few months. I played yesterday for over 10 hours. Different games. Games that build up while you play. Eventually getting to 10000$. I withdrawal 6000$ which is the limit and another 4000$ Both were rejected and my account was credited with 75$ and they are saying because there was bonus money active in my account which is not the case The money I won was won fair and square. I have been a loyal customer to this casino and am very disappointed that it has come to this. I will be going to their license holder as well I know in a casino Reputation is everything. I will make sure that this casinos reputation goes down I will write a review of what happened here on every channel possible 10000$ is a lot of money Be better slotlords pay your dept. I will attach my proof below and you can see how it says it is not locked and is withdrawalable. Thank you

Dear evangreen13,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with SlotLords Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please share screenshots of your bonus history, showing whether there was any bonus active?
• Could you please share screenshots from your transaction history showing the most recent deposits?
• Which bonus was active according to the casino on your account?
• Could you please share with me any additional communication with the casino and supporting evidence? Send emails or chat transcripts to my email at [email protected], or post screenshots here

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,

Tomas

Hi there. I have sent everything to your email. Thank you

The deposits were made and the money I won was in a withdrawalable state signifying that the money was not won by a bonus and was not locked. I just want what I won

HELLO?

Thank you for your patience, evangreen13.

We currently have hundreds of active complaints and we strive to reply as soon as possible in the allotted time of 7 days.

Thanks for your email.

Could you please share screenshots of your bonus history, showing whether there was any bonus active at that time?

Is this information available to you?

Which bonus was active on your account according to the casino's accusations?

Share the information in the form of screenshots here or send the information to my email at [email protected]

I submitted everything I have. The money was withdrawal in my account They are trying to bend the terms I just want what’s owed to me

Could you please go to your bonuses history found in your player profile and take a screenshot of your previously activated bonuses?

Share any details available to you here or to my email at [email protected]

Thanks for the screenshots

From the screenshots you submitted thus far, it appears your deposit was accepted on 15:23 November 23rd (35 CAD) and the associated bonus was

the loyalty free spins, awarded on 15:31 November 23rd (BGaming loyalty free spins).

From what I gathered the maximum bet was breached.

You previously claimed the bonus was not active when you won. Could you please clarify the sequence of events?

The bonus was claimed and the wager was completed. The money was withdrawalable and there was no limits active. What would be the point of the bonus funds ? After you complete the wager the money is yours Which I did then I went on to win 10000$ Funds were never locked by bonus And was not until I went to withdrawal that this problem arrived

Dear evangreen13,

The accusation from the casino is that you breached the maximum bet while playing with bonus funds.

Our position is closely explained in Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets:

The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.

However, if you feel like you have been accused mistakenly, feel free to forward me your game history. You should be able to request your gaming history from that period from casino support. Send the file for us to review at my email [email protected]

I'll await your reply.

Dear evangreen13,

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.

I have given you everything I have I guess it’s there word over mine. The fact that the bonus money used was withdrawalable shows that all requirements were met and now the money is mine and am free to do what I wish with said money. That’s when I went on to win more.

Thanks for your reply.

Unfortunately, without the proof I requested, We cannot continue the complaint, and argue against the accusations against you.

Please note it appears that when playing with bonus funds you exceeded the maximum bet. Although playing this way allowed you to clear bonus wagering it is against the casino's rules.

If you come across the gaming history from said time for us to review, don't hesitate to contact us again and request the complaint be reopened.

Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.