The player from Germany had requested three withdrawals totaling approximately €1,500 about two weeks prior but had not received any payments. Despite the casino's stated processing timeframe of 3-5 business days, he encountered unhelpful responses in the chat. After providing the necessary information to the Complaints Team, the casino confirmed that the pending withdrawal requests had been successfully completed. The player acknowledged the payout and the complaint was marked as resolved.
Slotexo Casino - Player's withdrawal has been delayed.
Resolved
Our verdict
Case closed
Amount: €1,500
Slotexo Casino
Safety Index:Above averageCase summary
Discussion
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8 months ago
Translation
Hello,
I won over €6,000-7,000 at this casino about two weeks ago and requested three withdrawals of €500 each on July 17, 18, and 19, 2025.
According to Slotexo's terms and conditions, the payout should take 3-5 business days, but to date my payout has not been processed.
If you ask in the chat, you always get the same old copy/pasted answers. So the chat is useless.
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I hope you can help me here before I contact the casino's licensing authority, as incidents involving this group are increasing.
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8 months ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so that I can understand the whole situation completely.
Have you made any successful withdrawals before?
Could you please confirm that you have passed the KYC verification?
Have you accumulated your winnings with or without an active bonus?
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,
Veronika
Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.
All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.
If you notice anything suspicious, don’t hesitate to reach out to us directly.
Thank you for your patience, and stay safe.
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8 months ago
TranslationHello,
I have already received a few withdrawals from this casino and they have always been processed.
Only now, when they have won more, they simply do not work.
Verification is not necessary according to the site.
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8 months ago
TranslationHello,
What happens next? Do you contact the casino or the licensing authority?
Apparently, many have this situation with the group NovaForge Ltd.
They all act the same.
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8 months ago
Please forward me all the communication between you and the casino regarding the delay in processing your payment at veronika.f@casino.guru. Alternatively, you may post screenshots here. Once we gather enough evidence from you, we will contact the casino and investigate further. Thank you for your patience and cooperation.
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8 months ago
TranslationI have sent you everything by email
Thank you in advance.
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8 months ago
TranslationHello,
Are you now writing to the casino?
Apparently, many people have this problem, and action must be taken as quickly as possible. These are criminal structures.
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8 months ago
Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Attila (attila.g@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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8 months ago
Hello 11turbo10,
My name is Attila and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.
I would like to request the presence of a representative from the casino in this conversation.
Dear Slotexo Casino,
Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.
Thank you in advance.
Respectfully,
Attila G.
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8 months ago
Dear 11turbo10,
Kindly be informed that your 3 pending withdrawal requests were successfully completed on the 12th of August.
We sincerely apologize for the longer-than-usual processing time and for any inconvenience caused by the withdrawals delay.
We kindly request that you remain patient as we endeavor to complete your new withdrawal requests as soon as possible.
Thank you for your understanding and patience.
Kind Regards,
Slotexo casino team
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8 months ago
TranslationHello,
I confirm the payout. Everything will now be processed smoothly and quickly.
The complaint can be closed.
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8 months ago
Dear 11turbo10,
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,
Attila Gorkij
Casino.Guru
