The player from Denmark had a pending withdrawal request that had been outstanding for one month. Despite having contacted support, he received no clear timeframe for when he would receive his funds. The player expressed frustration over the delay, emphasizing the significant amount of 900 euros involved. The Complaints Team extended the timeframe for resolution but ultimately closed the complaint due to the player's lack of response to inquiries.
SlotMonster Casino - Player's withdrawal is delayed.
Closed
Our verdict
Player stopped responding
Amount: €901
SlotMonster Casino
Safety Index:Very lowCase summary
Discussion
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7 months ago
Translation
Hello,
I have made a withdrawal which is still pending. I have spoken to their support who keep saying they can't say when anything will happen. I read all the bad reviews and am not afraid to receive my money and therefore hope you can help me.
Automatic translation:
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7 months ago
Dear Vinder88,
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, please let us know and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Veronika
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7 months ago
Translation
Thanks for the quick response.
However, I am very frustrated with the service.
It is still pending, meaning it has not been sent to my account yet.
Their chat says they can't tell me if it's been days or weeks.
it's about 900 euros, which is a lot of money for me. And the winnings are Max 100 euros. That means I have deposited almost 800 euros, which they have already withdrawn
Automatic translation:
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7 months ago
I understand your frustration. However, based on our experience, most withdrawal requests are processed within the standard 14-day timeframe. If you do not receive your winnings by 19 May, please let us know, and we will proceed with the investigation.
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6 months ago
Dear Vinder88,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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6 months ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Veronika
Casino.Guru
