The player from Portugal faced delays in processing his withdrawal request at Slotlair via SEPA bank transfer and had not received clear information despite multiple inquiries to customer support. He expressed concern over the lack of transparency regarding the status and timeline of his payment. We explained that withdrawals could take several days or weeks, especially if KYC checks or a high volume of requests were involved, and advised him to wait up to 14 days after requesting the withdrawal. The complaint was later marked as resolved by the player, so we closed the case as resolved.
Slot Lair Casino - Player’s withdrawal is delayed.
Resolved
Our verdict
Case closed
Amount: €275
Slot Lair Casino
Safety Index 2.1 Very lowCase summary
Discussion
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4 days ago
Translation
I am filing this complaint due to the delay in processing my withdrawal at Slotlair.
I requested a withdrawal via SEPA bank transfer, and so far, I still haven’t received a clear indication of when I will receive my money.
I have contacted customer support several times to try to clarify the situation. However, the responses are always virtually the same, with no concrete information about the status of the payment or an estimated date for its completion.
What I find particularly concerning is the lack of transparency. Despite my repeated requests, I have not been given a specific timeline or a satisfactory explanation for the delay.
I’m not asking for anything out of the ordinary. I simply want to receive the funds I requested to withdraw and get clear, verifiable information about the process.
Automatic translation:
Public
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3 days ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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3 days ago
Dear Valerio2000SCP,
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 common for withdrawals to take a couple of days or even weeks to be 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 the 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 has been checked, your withdrawal has been approved by the casino, and you still haven't received your winnings within 14 days of requesting the withdrawal, please let us know, and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Tomas
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3 days ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Valerio2000SCP,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Tomas
