The player from Austria had won €6,500 on the Slotexo platform but faced issues receiving his payout, which he had requested two weeks prior. Despite being informed of a daily withdrawal limit, he had not seen progress on even his first withdrawal after making repeated contacts through live chat and email. The Complaints Team had reached out to the casino on his behalf, and the casino acknowledged the delay in processing the withdrawals, stating they would expedite the payment. However, due to a lack of response from the player, the complaint was ultimately closed, with the option to reopen it in the future.
Slotexo Casino - Player’s withdrawal has been delayed.
Closed
Our verdict
Player stopped responding
Amount: €6,500
Slotexo Casino
Safety Index:Above averageCase summary
Discussion
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2 months ago
Translation
Good day,
I won €6,500 on your Slotexo platform. Despite repeated contact via live chat and email, I haven't received a payout to date.
I was informed in the chat that only €500 can be withdrawn per day, up to three times each. However, even the first withdrawal hasn't been processed to date, even though I followed the required steps. Instead, I've been fobbed off for weeks with general statements like "Please be patient."
Automatic translation:
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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 makes such a request, do not share any information.
We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It’s quite usual for withdrawal, 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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.
- Could you please advise when exactly you requested this withdrawal?
- Have you made any successful withdrawals before?
Thank you in advance for your reply.
Best regards,
Kristina
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2 months ago
Translation
Hello, the first time I won was at the beginning of September 2025. I received €200. On September 12, I won a large sum, €6,500, which is currently in my account. On September 13, 2025, I wanted to withdraw, but unfortunately, I could only withdraw €500, three times. Since then, the €1,500 has been pending.
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2 months ago
Thank you for your reply, Selcuk1986. Could you please clarify how many days it took for the first withdrawal to be processed? Which payment method to withdraw your winnings have you opted for? Was it the same one you used before?
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2 months ago
Translation
The first payout took less than 5 days.
The 1500€ were paid out after 3 weeks.
I have now applied for the next 1500€.
Payment method is always the same on Mastercard.
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1 month ago
Could you please post a screenshot of your withdrawal history here in this thread?
Additionally, please forward all the relevant communication between you and the casino to [email protected]. Alternatively, you can post it here. Thank you in advance.
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1 month ago
Thank you very much for your cooperation. I will now transfer your complaint to my colleague Jana ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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1 month ago
Dear Selcuk1986,
My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.
Now I would like to invite Slotexo Casino representative to join this conversation and participate in the resolution of this complaint.
Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?
Thank you in advance for providing the information.
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1 month ago
Translation
Another €500 was paid out. €1,000 is still missing.
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1 month ago
Dear Selcuk1986,
thank you for your update. Please keep us informed of any new development.
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1 month ago
Dear Selcuk1986,
We sincerely apologize for the longer-than-usual processing time and for any inconvenience caused by the withdrawals delay.
Your withdrawals request have been forwarded to the appropriate department, which will process the payment at the earliest opportunity.
Thank you for your patience and understanding.Kind Regards,
Slotexo Casino Team
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1 month ago
Dear Selcuk1986,
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,
Jana
Casino.Guru
