The player from Germany had been waiting for a withdrawal for less than two weeks. Unfortunately, their payout had not been received yet. The player reported that withdrawal requests were repeatedly cancelled by the casino, citing technical errors, which prevented the payout from being processed. We advised the player to wait 14 days after the withdrawal request, but after the player failed to respond to follow-up inquiries, the complaint was closed due to lack of communication. The player may reopen the complaint if further assistance is needed.
Slotexo Casino - Player’s winnings haven’t been received yet.
Closed
Our verdict
Player stopped responding
Amount: €400
Slotexo Casino
Safety Index:Above averageCase summary
Discussion
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3 months ago
Translation
I deposited money via Skrill at Slotexo (domain: slotexo860508.com).
I had requested a payout a week before February 15, 2026. After several days of processing, this was cancelled without any comprehensible explanation.
On February 15, 2026, I requested another withdrawal of €500. This remained in "Processing" status for several days, even though the casino's terms and conditions state that withdrawals should be processed within 3 business days.
This payment was also cancelled, again citing a "technical error".
I then requested another payout. This too was cancelled after several days of processing, with the same reason given.
The support team does not provide a binding payout date and only responds with general statements such as "technical error" or "you shouldn't have to wait much longer".
In the meantime, out of frustration, I gambled away €100 and on February 21, 2026, I requested another payout of €400.
Overall, my withdrawal requests have now been canceled multiple times without a clear explanation. I fear that withdrawals are being deliberately delayed or blocked.
Screenshots of all withdrawal requests, cancellations and communication with support are available.
Automatic translation:
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3 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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3 months ago
Dear Maximilian679,
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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3 months ago
TranslationThank you for your feedback.
I understand that, as a rule, one should wait 14 days after a withdrawal request.
In my case, however, the problem is not just a delay, but that my withdrawal requests are being cancelled by the casino itself before this deadline is even reached.
Several payment requests were cancelled after a few days in the "In Process" status without any comprehensible explanation, citing an alleged "technical error".
I would be willing to wait 14 days if the application remains active and unchanged. However, I am not given this option, as the applications are regularly cancelled by the casino itself.
Therefore, I see a recurring pattern here and request a review of my case.
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2 months ago
Dear Maximilian679,
I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.
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2 months ago
Dear Maximilian679,
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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2 months 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,
Karla
Casino.Guru
