The player from Germany had requested a withdrawal three weeks prior, specifically on April 2, 2025, but he had only received repeated assurances of a slight delay without any KYC requests. He had no ability to upload any required documents. The Complaints Team had been unable to proceed with further investigation due to the lack of response from him despite reminders and inquiries, which led to the closure of the complaint. The player retained the option to reopen the complaint in the future if he chose to resume communication.
Slotexo Casino - Player’s withdrawal is delayed.
Closed
Our verdict
Player stopped responding
Amount: €1,000
Slotexo Casino
Safety Index:Above averageCase summary
Discussion
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7 months ago
Translation
Payment was requested on April 2, 2025.
Starting the following week, I regularly asked the casino, always getting the same answer: everything was fine and there was just a slight delay.
KYC was not requested and I have no way to upload the documents.
Automatic translation:
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7 months ago
Dear gandhi1988,
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 I can understand the whole situation completely.
- Have you made any successful withdrawals before?
- Did you accumulate your winnings with or without an active bonus?
- What types of games did you play?
- When was the last time you communicated with the casino customer support regarding the delay in the processing of your payment?
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
Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.
The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.
Stay cautious, and if you have any doubts, please reach out to us directly.
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7 months ago
Translation
Hello Veronica,
Have you ever made successful withdrawals?
No, not yet.
Have you accumulated your winnings with or without an active bonus?
With deposit bonus (this was of course implemented).
What types of games did you play?
Only slot games with stakes < 5€ / spin.
When was the last time you spoke to the casino's customer support about the delay in processing your payment?
Yesterday, on April 23, 2025.
Thanks and greetings
Automatic translation:
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7 months ago
Please forward me the communication between you and the casino regarding the delay in the processing of your payment at [email protected], or post screenshots here. Thank you for your patience and cooperation.
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7 months ago
Dear gandhi1988,
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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7 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,
Veronika
Casino.Guru
