The player from Germany had been waiting for a withdrawal since November 30, which was now 12 days. Despite multiple contacts with the support team, the withdrawal status remained pending, and the player had not used bonus money. After escalating the issue, the casino confirmed that the withdrawal request had been approved, and the player had since received the payment. The complaint had been marked as resolved.
24slots Casino - Player's withdrawal is delayed.
Amount: €1,932
24slots Casino
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2.2
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 months ago
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2 months 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.
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2 months 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.
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2 months ago
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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
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2 months 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.
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2 months ago
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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
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2 months ago
Thank you very much, xXLeonLucasXx, for your cooperation. I will now transfer your complaint to my colleague Mirka (miroslava.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.
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2 months ago
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Hello, thank you for your help :)
Current status, we are on day 20 and still nothing has happened. Payment still pending.
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2 months ago
Dear xXLeonLucasXx,
My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite 24Slots Casino representative to join this conversation.
Dear 24Slots Casino,
Could you please provide clarification regarding this case?
Thank you in advance,
Mirka
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2 months ago
Dear Mirka,
The withdrawal request in question is already approved. The funds should be available in the player’s account, if not already.
Best regards,
24Slots Casino
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2 months ago
Translation
Hello, I actually received my payment today. So we can close this case :)
LG Leon-Lucas
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2 months ago
Dear xXLeonLucasXx,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it 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, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Mirka
Casino.Guru
