The player from Austria faced an issue with approved withdrawals labeled as 'instant' that had not yet appeared in her account. The casino claimed there was a delay with the payment provider, but she had not received any transaction confirmation. The Complaints Team confirmed that the issue had been resolved after she provided the necessary information, and the complaint was marked as 'resolved' in their system. She was encouraged to reach out for assistance with any future casino-related issues.
Slotlounge Casino - Player's withdrawal is delayed.
Resolved
Our verdict
Case closed
Amount: €1,000
Slotlounge Casino
Safety Index:Above averageCase summary
Discussion
Public
Public
8 months ago
Translation
The casino offers withdrawals marked "instant." My withdrawals were approved, but the money isn't in my account. They're telling me there was apparently a delay with the payment provider, but I haven't received a transaction confirmation, and I've never heard of anything like this before.
Automatic translation:
Public
Public
8 months ago
Dear Cora8614,
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.
- Please specify when you submitted a withdrawal request?
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 within 14 days since requesting the withdrawal, please let us know, and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Natalia
Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.
The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.
Stay cautious and contact us directly if you have any doubts.
Public
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8 months ago
Dear Cora8614,
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
