SlotMonster Casino - Player's withdrawals are delayed and missing.

Hi

I haven't received 2 of the 9 payments, now the payment are missing from my transaction history they are saying I they have paid all the withdrawals. I have the transaction code for these payments. I said the two payments are now missing from my account which is very odd. Please see attached copy of transaction codes.

Transactions ID: 2475958273

Date: 2025-02-20

Type bank withdrawals

Amount €500

Transactions ID: 247957500

Date: 2025 -02-20

Type: bank withdrawals

Amount: €1000

I have screenshots of this as I read reviews as payment comes off the account and they don't pay them. Also I have screenshots of the transactions of money won and from my bank statement.

I really hope you can help me

Thanks

Kalesha

Dear Penguin2169,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you're facing. To better understand the situation and assist you as effectively as possible, I would appreciate it if you could provide some additional details:

• Could you please send me a screenshot of your withdrawal history from your casino profile that shows all the withdrawal requests you’ve made, ensuring that your personal information is visible?
• The screenshot you provided is not clear enough to confirm that it’s from your account. Are these payments now missing from your transaction history?
• Do you have any emails or other forms of confirmation from the casino regarding these withdrawal requests? If so, please forward them to me at veronika.f@casino.guru.
• Did you accumulate your winnings with or without a bonus?

I hope we can help resolve this issue for you as soon as possible. Thank you in advance for your reply.

Best regards,

Veronika

Dear Penguin2169,

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.

Hi,

The payments that are missing is before I verified who I was. I withdrew a €1000 and €500 then they ask for me to verify.

The payments only received are the payments after I verified. But it allowed me to withdrew beforehand.

Thanks

Kalesha

Thank you for your cooperation and for providing the screenshots. After reviewing the information, I'm afraid we can't proceed with the investigation as the screenshots do not include any identifying information confirming that the transactions are from SlotMonster Casino. Additionally, these amounts do not appear in your transaction history, which makes it difficult for us to address this issue directly with the casino.

In order to move forward with your case, could you please confirm whether you received any confirmation emails from the casino after submitting your withdrawal request? A payment confirmation email from the casino could potentially provide the necessary evidence for us to continue assisting you.

I appreciate your understanding and hope to resolve this matter soon. If you have any other details or evidence, please feel free to share them with us.

Hi

Surely the transaction number would be somewhere on there system. Which I provided. On early message. Seems like this happens to alot of people. I requested to close my account before all this before I spend money do I have anything to stand on as they never done what I requested and allowed me to continue to deposit alot of money. Way more than what I withdrew.

Please see attached email after you contacted them. I still haven't heard from them.

Thanks

Kalesha

Could you please provide a screenshot of your transaction history from your casino profile? Kindly ensure that the entire website is visible in a single image.

Additionally, regarding the closure of your account, could you specify the exact date when you requested the closure and the reason for your request? This information will help us better understand your case.

Thank you for your cooperation. We look forward to your response.

Hi

Please see attached. Slot monster got rid of the transactions so I can't take a screenshot. I took a screenshot of the transactions before they got rid of it. I have given transactions details are they not able to search or have they erased it altogether?

The screenshot should prove I had the transaction in the first place.

I requested to close my account on the 6th Feb. They responded to me about money but not about closing my account.

Thanks

Kalesha

When applying for self-exclusion, it is crucial to clearly state the reason for your request and specify the desired exclusion period. Additionally, ensure that your email subject line is clearly marked, as casino support receives a high volume of requests daily. A well-labeled request increases the chances of prompt processing.

We strongly recommend saving a copy of your self-exclusion request as valid proof of your action. Below is an example of how to format your request:

Email Subject: Self-exclusion due to gambling addiction

Player’s Information:

• First name:
• Last name:
• Date of Birth:
• Casino login:
• Email address:

Example Email Body:

"Dear [Casino Name] Support,

I am writing to request immediate self-exclusion from this casino, including a ban from receiving any gambling-related marketing materials, for a minimum period of [XX months/years or lifetime].

The reason for my request is gambling addiction.

I acknowledge that this self-exclusion is binding, cannot be lifted before the agreed period ends, and that I will not attempt to override this restriction before its expiration.

Sincerely,

[Your Name]"

Please fill out this template, send it to the casino, and add my email address, veronika.f@casino.guru as a CC.

Dear Penguin2169,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.