The player from Sweden had been waiting for three weeks to receive a withdrawal, despite the casino claiming the money had been sent. He had provided all necessary documents, including a bank statement, but had not received any updates in two weeks. The player confirmed that he had collected his winnings without a bonus and had mainly placed live bets. The complaint was closed due to the player's lack of response to further inquiries from the Complaints Team, which prevented additional investigation or resolution.
Slot Owl Casino - Player's withdrawal has been delayed.
Closed
Our verdict
Player stopped responding
Amount: 9,500 kr
Slot Owl Casino
Safety Index:HighCase summary
Discussion
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2 months ago
Translation
I made a withdrawal three weeks ago and I still haven't received my money. They say they sent me the money and I've sent all the documents that I haven't received a nice bank statement etc. in three weeks I haven't received a single thing and they said they'll sort it out tomorrow and it's been two weeks now.
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2 months 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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2 months ago
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.
- Which documents did you send to the casino, and when exactly did you send the most recent one?
- Have any of your documents been reviewed and approved by the casino yet?
- What types of games did you play? Were they slots, live casino games, or did you place bets on sports?
- Did you accumulate your winnings with or without a bonus?
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
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2 months ago
TranslationHi, I collected my winnings without a bonus and mostly I bet on live bets.
last week I sent the bank statement because they wanted it but it still hasn't reviewed it
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2 months ago
Thank you for your response. If you have more records of your conversations with customer support (either chat transcripts, screenshots, or emails), kindly forward them to me at veronika.f@casino.guru. Thank you for your cooperation.
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2 months ago
Dear Mustafaismael,
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.
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1 month ago
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
