Slot Mafia Casino - Player's withdrawal is delayed after account closure.

I signed up and deposited and lost few times to Slotmafia so I thought, well I don't want to lose much more so sent an email to close my account. They responded a few hours later but in the meantime I'd deposited a couple more times and managed to increase my balance a bit so decided to withdraw. I then successfully verified my account, and requested to withdraw via a different option (Skrill) that what I deposited with (visa card), which was denied. That was fine. They emailed me and told me I needed to withdraw via bank transfer. So I initiated the withdrawal again through the bank transfer method and it sat at pending. Meanwhile, I get an email from them replying to my original account closure requested to say it had now been closed, with my withdrawal still pending.

It has now been over a week and I have sent 4 or 5 emails to them asking what is happening with the pending withdrawal I had before my account was closed, and if they need anymore information etc. but I have not received a single reply.

Dear player,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Slot Mafia Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise when you completed account verification and when exactly you requested a withdrawal via bank transfer?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Have you made previous successful withdrawals in this online casino?
• Could you please share with me your communication with the casino regarding the delay and your account closure? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Hi Tomas thanks for the reply

Here is a timeline of the events, in chronological order

-signed up and deposited a few times and lost

-requested account closure

-deposited a few more times

-requested withdrawal via skrill

-verified account

-skrill withdrawal declined and bank transfer method requested by one of their team

-bank transfer withdrawal requested and status sitting at pending

-account closed

I have email you all my communications with slotmafia which show when I verified my account and also when I requested withdrawal

I didn't play with a bonus any of the times I deposited. Only played slots

I have not tried to withdraw from this casino before

Many thanks

Thanks for the detailed explanation.

In your previous reply, you refer to the request as an 'account closure' request, yet the casino refers to you developing a gambling problem.

• Could you please explain how much time elapsed between your request and the casino closing your account?
• Could you please forward the account closure request to me?
• Did the casino process your payout, or has the casino responded to your inquiries since your last reply?

Please let me know.

Hi,

It was a few hours at least between my request and them closing my account. Enough time for me to play a bunch and to also verify my account

The account closure request was made through their website (attached form) and hence I don't have a copy of the exact request to send you.

I haven't received any communication from them nor received any money

Thanks - apologies for the delayed response, have been away for the last week or so.

I have heard from them and have been advised the withdrawal has been sent to their finance department for processing. Fingers crossed!

Dear thecaptain,

Thank you very much for the update. We will keep this complaint open until you confirm your payout has been successful. Please keep me informed about any further developments.

Refund has been processed. Thanks for your help

Dear thecaptain,

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,

Tomas

Casino.Guru