The player from Germany had been waiting for a withdrawal for less than two weeks. Unfortunately, his payout hadn't been received at that time. The Complaints Team had advised him to wait at least 14 days after requesting the withdrawal before submitting a complaint, as the delay could have been due to unfinished KYC verification or a high volume of withdrawal requests. However, the player later confirmed that he had received his money, and the issue was successfully resolved. The Complaints Team then marked the complaint as 'resolved' in their system.
24Slots Casino - Player’s winnings haven’t been received yet.
Amount: €2,062
24Slots Casino
Safety Index:Very lowSafety Index
Casinos with a Very low Safety Index usually have many relevant complaints from players or other relevant issues. In general, we don't recommend playing at casinos with a Very low Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
11 months ago
Public
Public
11 months ago
Translation
Hello Guru,
As informed, I made a withdrawal of 2062€ on 17.11.2023. I received a response for verification on 19.11.2023. Everything is settled, as I was told in the live chat, everything is fine except for the transfer which is yet to happen. Unfortunately, there has been no progress so far and I am starting to worry. I only get the same response from the live chat, "the finance department will process your money as soon as possible" and that's been the same story since Tuesday.
Automatic translation:
Public
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11 months ago
Dear Gojo_2000,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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11 months ago
Translation
Good day,
You can complete the complaint and mark it as resolved! I got the money transferred!
Automatic translation:
Public
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11 months ago
Dear Gojo_2000,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Kristina
Casino.Guru
