The player from Austria had requested two withdrawals a week ago and experienced delays despite daily communication with live chat, which only provided apologies. They also attempted to verify their account but were informed that verification had not been requested by the finance department. The issue was resolved when the player received their winnings after two weeks, and the complaint was marked as 'resolved' in the system.
Slotexo Casino - Player's withdrawals are delayed.
Resolved
Our verdict
Case closed
Amount: €1,500
Slotexo Casino
Safety Index:Above averageCase summary
Discussion
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2 months ago
Translation
I requested two withdrawals a week ago. After daily contact with live chat, they just apologize and say there are delays due to increased requests. I wanted to verify my account, but they replied that the finance department hadn't requested verification. Please help me, I'm afraid I'll never see the money.
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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.
Dear player,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Slotexo Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely:
- Could you please share a screenshot of your withdrawal requests?
- Have you made any successful withdrawals using the same payment method before?
- 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,
Natalia
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2 months ago
Translation
Hello! I haven't received a successful withdrawal yet and have played without bonuses.
I am attaching the screenshot.
Best regards
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2 months ago
Thank you for your response. We usually allow the casino a full two weeks to handle each payment. I will keep this complaint open, and if there is no progress by the end of that period (on 7th October), we will step in. Let’s remain optimistic, and I hope to receive good news about your withdrawal shortly. Thank you for your patience in advance, and please keep me updated on any further developments.
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2 months ago
Translation
The money arrived today. Thank you for this.
Best regards
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2 months ago
Dear player,
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,
Natalia
Casino.Guru
