The player from Germany had requested a withdrawal less than two weeks before submitting this complaint. Their money had not been received yet. The issue was caused by the casino's delay in processing KYC documents and demanding a document dated January 1st, which the player could not provide. After intervention, the casino partially paid out €2,500 of the winnings, with the remaining amount still pending. The complaint was marked as resolved following the player's confirmation.
Slotoro Casino - Player believes that their withdrawal has been delayed.
Resolved
Our verdict
Case closed
Amount: €5,000
Slotoro Casino
Safety Index:Very highCase summary
Discussion
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1 month ago
Translation
I hereby file a complaint against Slotoro Casino, as they are refusing to pay out my legitimate winnings of €5,000.
I was in Kosovo from December 29, 2025 to January 8, 2026 and played there.
I returned to Germany on January 9, 2026, which is documented by my passport stamp and proof of location.
The profit of €5,000 was achieved on January 10, 2026, at a time when I was demonstrably in Germany.
Despite these clear facts, Slotoro Casino refuses to pay out and is now demanding additional proof of my stay abroad.
This requirement is not relevant for the assessment of my profit, as only the location at the time of profit is decisive.
Key points:
I was in Germany when I won
My account was never blocked.
Deposits and games were accepted
There were no technical limitations.
The alleged problem was only mentioned after the win.
If playing from certain countries had not been allowed, the casino would have had to block my access beforehand.
Refusing payment only after a win is unfair and misleading.
I request Casino Guru's assistance in resolving this case.
All relevant evidence (passport stamp, location screenshots, proof of winnings, communication with the casino) is available.
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1 month 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 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.
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1 month ago
Dear Meri321,
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
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1 month ago
Dear Meri321,
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.
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1 month ago
TranslationGood evening,
Thank you for your message.
Unfortunately, nothing has changed in my case so far.
I have not received my payment.
The casino has not responded to my messages for several days and my submitted documents (passport stamp and proof of location) have not yet been processed.
The profit was made on January 10th, at a time when I was demonstrably in Germany.
I have already provided the relevant documentation.
There are currently no new positive developments.
Thank you for your support.
Best regards
Meri321
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1 month ago
TranslationHello, they are demanding a document from me dated January 1st, which was a public holiday. I have no proof for January 1st. I have an invoice from January 7th with my name on it, along with the receipt, but they won't accept that. They only want something from January 1st. Sincerely 
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1 month ago
Hello Meri321,
Thank you for the update. To better understand the situation, could you please clarify the following:
- Has the casino explicitly stated in writing that the missing document dated January 1st is the sole reason for refusing the payout?
- Did the casino specify why documents from other dates (such as January 7th) are not being accepted?
Once we have this clarification, we will be able to proceed further.
Kind regards,
Karla
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1 month ago
TranslationThe first picture is from January 22nd, which they sent me. They are constantly looking for André. Reasons for this... and the second picture is from today.
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1 month ago
TranslationDear Casino Guru, what I uploaded is from today, but the answers don't specify what you need. Best regards.
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1 month ago
TranslationDear Casino Guro Support Team,
Yesterday, my withdrawal request, which I had submitted on January 12th, was rejected. A technical error was given as the reason. I then submitted the withdrawal request again.
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1 month ago
Dear Meri321,
Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.
Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver,Martin L., martin.l@casino.guru . This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.
No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.
I wish you the best of luck and hope your case will be resolved to your satisfaction soon.
Kind regards,
Karla Mayfly
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1 month ago
Hello Meri321,
I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the Slotoro Casino representative to enter the discussion.
Dear casino representative,
could you please check the case and explain your point of view to us? I acknowledge this is a very unusual case but I am inclined to believe the player should be entitled to her winnings, especially in case they occurred in Germany. As things stand, I have no reason to believe the player has purposefully circumvented any blocking restrictions under bad faith.
Thank you in advance for providing us with your view of the issue.
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1 month ago
TranslationHello Martin, thank you very much for your support and for taking on my case.
I greatly appreciate this and hope that the matter can be resolved with your help.
Thank you again for your efforts.
Best regards
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4 weeks ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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4 weeks ago
TranslationGood evening,
I would like to inform you that part of my winnings (€2,500) was paid out today.
However, the remaining €2,500 is still outstanding.
I will keep you updated if anything changes.
Thank you for your support.
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3 weeks ago
Dear Meri321,
thank you very much for updating us on the situation. Has there been any additional communication from the casino's side?
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3 weeks ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Meri321,
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,
Martin
