Slot Express Casino - Player's withdrawal is delayed due to unreasonable document request.

I created my Slotexpress account on 31 October and completed the welcome bonus. After finishing the wagering requirements, I won 2,200€.

I requested my withdrawal on 1 November.

On 3 November, Slotexpress asked me to verify my account. I submitted all the requested documents immediately.

However, instead of processing my withdrawal, they then asked for a document that is impossible to provide.

Slotbox is demanding proof that I "topped up NodaPay."

I have never used NodaPay at any point, and I have clearly informed them of this.

I deposited using Revolut, and I already provided a bank statement showing my deposit to Slotbox. Despite this, Slotbox rejected the statement and continues to insist that I must upload a "proof of top-up to NodaPay."

This document simply does not exist, because I never used that payment method.

Slotbox has not explained:

why they believe I used NodaPay,

what connection it has to my account, or what exact proof they expect.

Instead, they keep sending the same repeated message demanding a document that is impossible for me to obtain, while withholding my withdrawal.

I kindly ask CasinoGuru for assistance.

I have submitted all real documents related to my deposit and identity, but I cannot provide proof for a payment service I never used.

I simply want Slotbox to release my rightful winnings of 2,200€.

Thank you.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please send me a screenshot of your deposit history in your casino account?
• How many deposits have you made into this casino, in what amounts, and on which dates?
• Did you provide all the required identity documents to the casino in time and in the correct format?
• Have all your other documents been approved during the KYC verification process?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hello again,

I made one deposit only, its on 31/10/2025. I sent a screenshot here in the message.

I have sent every document they asked for. As I mentioned they require a proof that I "topped up nodepay". I don't know what nodepay is. I assume they are asking about proof of deposit of some sort but they decline my revolut statement. I have only used revolut to deposit - nothing else. I selected "Card" when depositing on the site.

Every document except that is approved.

All the best,

Regina

Could you please send me the Revolut statement you sent to the casino for verification? My email address is [email protected]. Also, kindly send me a screenshot of the payment methods available in your account for depositing money into the casino.

Dear reginadal,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.

However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,

Veronika

Casino.Guru