The player from Austria had requested withdrawals on August 5, 7, and 12, but after two weeks, they were still being processed due to a high volume of withdrawal requests. Despite having contacted support multiple times, she had not yet received her funds. The Complaints Team had facilitated communication with the casino, which ultimately led to her being asked for additional verification documents. After she submitted the required bank statement in the correct format, her issue was resolved, and the complaint was marked as resolved in the system.
Slotexo Casino - Player's withdrawal is delayed.
Resolved
Our verdict
Case closed
Amount: €1,500
Slotexo Casino
Safety Index 7.8 Above averageCase summary
Discussion
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1 year ago
Translation
I requested withdrawals of €500 each on August 5, 7, and 12. After repeatedly contacting support, I was told it was delayed due to a high volume of withdrawal requests. It was forwarded to the relevant finance department with high priority, but unfortunately, it's still being processed.
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1 year 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 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?
- Did you accumulate your winnings with or without an active bonus?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
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.
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1 year ago
TranslationHello Kristina, regarding your questions. I've made several withdrawals in the past, I'm also verified, and the winnings were collected without an active bonus. I was also confirmed in my correspondence with support that everything was correct and nothing would stand in the way of the withdrawal.
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1 year ago
Thank you for your reply. Could you please clarify when exactly you made the last successful withdrawal, and how many days it took to be processed? Which payment method to withdraw your winnings have you opted for? Was it the same one you used in the past?
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1 year ago
TranslationHello Kristina, the last payout was on August 12th, and processing took three business days. The payment method is always the same: to the bank account.
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1 year ago
Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.
When was the last time you contacted the casino regarding this issue? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.
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1 year ago
TranslationHello Kristina, it's still being processed. I've sent you all the correspondence with the casino via email. The last contact with the casino was on August 29th. Best regards!
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1 year ago
TranslationHello Kristina, what's the next step here? Contact the casino?
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1 year ago
Thank you very much for your cooperation. I will now transfer your complaint to my colleague Romi (romana.r@casino.guru) 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 year ago
Dear user,
I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.
I would like to invite the Slotexo Casino's representatives to join this discussion and provide any available information to help resolve this issue.
Dear Slotexo Casino,
Could you please provide detailed information about this case?
Thank you in advance for your response.
Best regards,
Romi
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1 year ago
TranslationDear Romi, thank you very much for your support. A month later, I received a message asking me to upload a bank statement and a copy of my passport for verification purposes. My bank statement, which I created via online banking, was not accepted. I have now uploaded another receipt and am waiting for a response and the payout of my winnings.
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1 year ago
Dear Olga68,
Thank you for bringing this to our attention.
Kindly be informed that the bank statement you provided was a screenshot.
Please be informed that you should provide ownership confirmation or a bank statement for AT8*********5070, in the original PDF format, showing the name of the cardholder and the deposit(s) made to the casino.
If you have any further queries, please do not hesitate to ask.
Kind Regards,
Slotexo Casino team
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1 year ago
TranslationHello Slotexo team, I've uploaded it again as a PDF. However, I was informed that screenshots and photos are also accepted.
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1 year ago
TranslationHello, I've been doing this again yesterday and today because I keep getting a message asking me to upload a bank statement with my details and the deposit details as a PDF. I've been doing this daily now. My bank statement is correctly generated from my online banking, along with my account details (account holder, IBAN, etc.) and the deposit details, all in PDF format, and nothing has changed. Why isn't this being accepted?
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1 year ago
TranslationHello, now that the second payout has been processed, I'll mark this complaint as resolved. Thanks again for your support and sharing your experience. Best regards
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1 year ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Olga68,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Romi
