The player from Austria requested withdrawals of €500 on three consecutive days after making a profit of €3,000, but more than two weeks later, the payouts were still being processed without any payment. Despite contacting customer support daily, the player continued to receive delays and requests for patience. The issue was resolved when the player eventually received the funds after the intervention of the Complaints Team, who assisted in addressing the concerns. The complaint was marked as "resolved" in the system following confirmation of payment.
Slotexo Casino - Player's withdrawal is delayed.
Resolved
Our verdict
Case closed
Amount: €1,500
Slotexo Casino
Safety Index:Above averageCase summary
Discussion
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1 month ago
Translation
More than two weeks ago, I made a profit of €3,000. I requested a withdrawal of €500 each on three consecutive days and haven't received a payout yet.
I didn't play with a bonus and already received a payout before, which took 2 weeks.
Now, after more than two weeks, the money still hasn't arrived, and the payouts are still being processed. After contacting the chat daily, they just keep putting off the call and asking for patience.
Please help me.
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1 month 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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1 month ago
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
Could you kindly specify if you passed the full KYC verification?
Am I correct in understanding that you had only one previous successful withdrawal?
When was the last time the casino communicated with you regarding the delay in processing your payment? Please share the screenshots of your most recent conversation with me.
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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1 month ago
Translation
Good day!
I wanted to verify my account, but this was never requested. I was just told that my account does not currently require verification.
Yes, you understood correctly, I previously had 2 payouts on the same day and received them 2 weeks later.
I communicate with the casino's live chat several times a day, and I always get the same response: It takes time due to the high number of withdrawal requests, and the money will be with me soon. Of course, I have many screenshots of the communication.
However, I would prefer to send this to you personally; I don't want to post it publicly.
I'm asking for your help... I've been patient for two weeks, but now I have little hope that the payment will be made.
Best regards
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1 month ago
Translation
The payout was processed today. I've now requested the next payout and am curious to see if it will take as long.
Thanks for your help.
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1 month ago
I'm glad to hear that you received at least a part of your winnings. Could you please let me know if you received any other withdrawals in the meantime? If possible, please send me a screenshot of your withdrawal history showing the current pending withdrawal requests. Thank you for your patience and cooperation.
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1 month ago
Translation
Hello! No, I haven't received any further payouts yet. Unfortunately, it seems like every payout at Slotexo takes this long. I requested the payout on October 23rd, so I suspect you have to wait at least two weeks.
kind regards
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1 month ago
Thank you very much, Golduhr, for providing all the necessary information. I will now transfer your complaint to my colleague, Samuel ([email protected]), who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.
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1 month ago
Translation
Everything is sorted and the money has arrived. Thank you!
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1 month ago
Dear Golduhr,
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,
Samuel
Casino Guru
