The player from Germany has been waiting for a withdrawal since November 30, which is now 12 days. Despite multiple contacts with the support team, the withdrawal status remains pending and the player has not used bonus money.
24Slots Casino - Player's withdrawal is delayed.
Amount: €1,932
24Slots Casino
Safety Index:Very lowSafety Index
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2.2
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Case opened
Current status
Waiting for Casino Guru to reply
5d 4h 17m 0s
Case summary
yesterday
Public
Public
1 week ago
Translation
Good day, I have been waiting for my withdrawal since November 30, 2024, which makes it 12 days now. I have contacted the support team several times, but unfortunately without success. I keep getting the same response that my withdrawal is being handled with the highest priority. My status has been pending since day one, and I did not play with bonus money or anything similar.
Automatic translation:
Public
Public
6 days ago
Dear xXLeonLucasXx,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It’s quite usual for withdrawal, 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.
- Have you made any successful withdrawals before?
- Could you please confirm that you have passed the KYC verification?
Thank you in advance for your reply.
Best regards,
Kristina
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
Public
Public
6 days ago
Translation
Hello, I have passed the KYC verification, this would be my first withdrawal, but I still can't understand why it is taking so long. Now we are on day 13, status -> pending
Lg Leon-Lucas
Edited
Automatic translation:
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2 days ago
Thank you for your reply, xXLeonLucasXx. Could you please post a screenshot of your withdrawal history here in this thread?
Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.
Sensitive attachment
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2 days ago
Translation
Hello, in the attachment you will find a screenshot of the pending payment, I will send you the chat history via email immediately 🙂
We are now on day 16 and there is still no progress with the payout. I keep getting messages via live chat saying that the relevant department is working on it with the highest priority, or that I will enjoy my winnings in no time... that's what I've been hearing since day 6.
LG Leon-Lucas
Automatic translation:
Casino Guru is examining the case
