The player from Germany had requested a withdrawal prior to submitting their complaint. Unfortunately, their winnings had not been received yet. The Complaints Team intervened and resolved the issue after the player expressed concern about the withdrawal delay. The player's complaint was marked as resolved, indicating that the necessary actions had been taken to expedite the processing of the withdrawal. The team emphasized their availability for future assistance if needed.
Slotlounge Casino - Player’s withdrawal has been delayed.
Resolved
Our verdict
Case closed
Amount: €1,900
Slotlounge Casino
Safety Index 7.8 Above averageCase summary
Discussion
Public
Public
9 months ago
Translation
Hello, I would like to file a complaint because my withdrawal request has still not been processed.
The request was made on August 28th and to date nothing has happened, even though the terms and conditions state that payouts are processed within 24 hours.
The problem is that when I first requested a withdrawal, my winnings were canceled because I was supposedly playing with bonuses, but I only played with bonuses after the withdrawal request, which was also clarified with support.
But now it's taking too long and my account has already been verified.
Thanks for the help
Automatic translation:
Public
Public
9 months ago
Dear player,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
Public
Public
9 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 does, 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.
Public
Public
9 months ago
TranslationWith all due respect, who waits 14 days for a payout? And in this day and age...
I read in the terms and conditions that withdrawal requests are processed within 24 hours.
I ask you to act now and not in 14 days.
Because at the moment I can still cancel the withdrawal request myself and theoretically lose my balance, but I won't do that.
That's why I'm asking you. Help me.
Automatic translation:
Public
Public
9 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear player,
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,
Dominika
