The player from Germany had submitted a withdrawal request less than two weeks prior to contacting us. Winnings hadn't been obtained up to that day. The player reported that the casino had cancelled her withdrawal and requested her to apply again. Despite our efforts to understand the reason for the cancellation, the player did not respond to our queries. As a result, we couldn't conduct further investigation and had to reject the complaint.
24Slots Casino - Withdrawal of player's winnings 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.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
7 months ago
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8 months ago
Translation
Hello, I verified my account and initially received responses and emails. However, since then, the responses have become sporadic. The last email I received mentioned that my account is now verified, but there's no change in my payout status.
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8 months ago
Dear florianbachhofer1987,
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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7 months ago
Dear florianbachhofer1987,
Have you received your withdrawal from the casino yet?
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7 months ago
Translation
Hello, the casino has replied and written that the payout should be on the way, but it hasn't arrived yet and I'm not looking for an answer
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7 months ago
Translation
Good morning, so I applied for the payout on August 30th and on September 10th it would be put up for payout and should have been processed. Unfortunately, I no longer receive any information
Kind regards
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7 months ago
Translation
Hello dear casino guru team, today the payout was canceled. Somehow I think the provider rejected it. I should now apply for it again. Maybe you can help
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7 months ago
Could you please advise what was the reason your withdrawal was canceled? Please let me know.
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