SlotNeo Casino - Player believes that their withdrawal has been delayed.

Hello, member of staff,

I have been waiting for my payment of 53,200 TL since 27 September last week, but it has not been sent.

I subsequently cancelled the payment as I wanted to receive it in instalments, and I finally resubmitted the request yesterday(60.000₺), but they still haven’t sent my payment.

I have been experiencing this issue for a week now.

I would like to request your assistance with this matter.

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 that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Jasmincik,

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 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

Please could you provide a quicker solution?

Please understand that we generally allow up to 14 days for a withdrawal to be processed before intervening, as there may be various reasons for a delay.

We recommend allowing the casino reasonable time to process the withdrawal and complete any necessary checks. In the meantime, you may contact the casino to ask for an update and the reason for the delay. Please save screenshots of any relevant communication with the casino.

I will keep your complaint open during this period. If the withdrawal has not been processed after 14 days, please update us here and share screenshots as proof so we can review the situation further.

Thank you for your patience and cooperation.

I’ve issued payment instructions several times, but they’ve been cancelled; most recently, I was asked to provide some documents and I’m currently waiting.

They asked me for KYC documents too, and I sent them, but before that they’d been keeping me waiting since 27 September.

In the hope that you will get in touch as soon as possible

…..

Slotneo.com is operated by ThePion Limitada with registration number 3-102-913325, with registered address Provincia de Puntarenas 06, Canton 11, Garabito, Jaco, 61101, Costa Rica, which is the Holder of Gambling License ALSI-202410048-F12 issued by The Government of Anjouan.

Dear Jasmincik,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Unfortunately, it hasn’t been finalised yet and I’m still waiting to be able to withdraw my money. 

They asked me for KYC documents too, and I sent them, but before that they’d been keeping me waiting since 27 September.

The withdrawal was cancelled several times ; I resubmitted the request and am still waiting for the documents to be checked

In the hope that you will get in touch as soon as possible

Slotneo Registration number 3-102-913325, with registered address Provincia de Puntarenas 06, Canton 11, Garabito, Jaco, 61101, Costa Rica, which is the Holder of Gambling License ALSI-202410048-F12 issued by The Government of Anjouan.

My current balance is 129,000 TL and I am still waiting for the checks to be carried out; I am worried about the payment.

Please, I’m still waiting for your reply

I still haven’t received my payment 

Thank you for the update, Jasmincik.

I understand that the withdrawal is on hold because of pending KYC verification. To better understand the issue, please allow me to ask a few questions.

• Have you made any successful withdrawals before?
• Have you accumulated your winnings with or without an active bonus?
• Please post a screenshot of your casino account verification page.
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Could you please let me know which documents you have already provided and when exactly you sent the last one?

Thank you in advance for your reply.

Dear Jasmincik,

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.