The player from Germany has requested a withdrawal two weeks prior to submitting this complaint. Unfortunately, winnings haven’t been received yet. Player’s complaint has been resolved successfully.
24Slots Casino - Player’s withdrawal has been delayed.
Amount: €1,500
24Slots Casino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
9 months ago
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9 months ago
Translation
Hello, I requested a payout of €1500 from the aforementioned casino on 11.07.23, but unfortunately, I have yet to receive it. Despite multiple attempts to contact customer service via chat, where I was told it would be forwarded, or that there were many payouts at the moment, nothing has happened. My initial payout took about 7 days, including verification. I also notified support via email, but everything had been unsuccessful so far. I hope you can assist me?
Firstly, I'd like to say that I enjoy playing at this casino, and the customer service representatives in chat are always very friendly and helpful. What frustrates me is that depositing money is always fast and seamless, but when it comes to withdrawals, it apparently becomes difficult. I apologise if I've been overly persistent with my queries, but it's just because I'm worried about not receiving the payout.
I would greatly appreciate any assistance and resolution to this issue.
Thank you
Automatic translation:
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9 months ago
Dear kellz1,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please advise what payment method you opted for? Have you accumulated your winnings with or without an active bonus?
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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.
Looking forward to hearing from you. Thank you in advance.
Best regards,
Petronela
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9 months ago
Translation
Hello ,
I took the bank transfer payment, since that's how I deposited. I played without a bonus and the verification was successfully completed with the 1 payout, which was completed after 7 days, I had sent proof as a document. I don't want anything bad either, as I said, I wrote an email to the support several times and spoke to the chat, which was always very friendly, but nothing happened. So I would be happy if we could find a solution together. I feel helpless and don't know what to do, that's why I turned to her. Thank you MfG
Edited
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9 months ago
Translation
Hello, there is news, the payout team has contacted me, I hope it works now and the payout will be completed. I will let you know as soon as the money is there.
Thanks very much
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9 months ago
Translation
Good day,
I would like to close the case positively,
I received the payout today.
Thanks very much
Automatic translation:
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9 months ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, kellz1, for your confirmation, and please don’t 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,
Petronela
Casino.Guru
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