SlotLords Casino - Le vincite del giocatore sono state ritardate.

On 06/16/2024, I was playing Madame Destiny Megaways when a window popped up indicating that I had won 1000x my bet, equivalent to 250 €. It stated that my winnings would be credited within 2 hours. It has now been 5 weeks and the winnings have yet to be credited. In the chat, I'm constantly told that it will be forwarded to the appropriate department, and I no longer receive any responses to my emails.

Ich habe am 16.06.2024 Madame Destiny Megaways gespielt, dann ploppte ein Fenster auf, wo ich beim Daily Prize Drop 1000x sprich 250 € gewonnen habe. Dort stand, dass mir der Gewinn innerhalb von 2 Std. gutgeschrieben wird...es sind jetzt 5 Wochen vergangen und der Gewinn steht immer noch aus. Im Chat wird immer gesagt das es an die zuständige Abteilung weitergeleitet wird und per E-Mail wird mir nicht mehr geantwortet.

Dear shox2k17,

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. 

• Is there any record of the win in your gaming history or elsewhere?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, 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

Hello, I sent you everything by email

Hallo,, ich dir alles per email geschickt

Thank you very much, shox2k17, for providing the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@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.  

Dear shox2k17, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in.

I will now contact SlotLords Casino outside this complaint thread and let you know any new information once I receive it.

Dear shox2k17,

Thank you for reaching out and bringing this matter to our attention. We apologize for any inconvenience this may have caused.

To thoroughly investigate the situation and provide you with a comprehensive response, we need to wait for the answer of games provider. This process may take some time, and we appreciate your patience as we work to resolve this issue.

The reward is already on the balance.

Dear SlotLords Casino,

thank you for your prompt reply.

Dear shox2k17, 

would you be able to confirm whether the reward is in your player's account, please?

Yes, the money has arrived in my account. Thank you for your support.

Ja, das Geld ist auf meinem Konto eingegangen. Vielen Dank für die Unterstützung.

Thank you, shox2k17, for confirming and for using the Casino Guru complaint resolution center. I’m very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system.

Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Katarina