Slotozen Casino - Player's withdrawal requests are being denied.

Played and got t $63546.28. made withdrawal requests, $5000 a piece for $60,000. Profile shows withdrawable balance $63546.28 and $0 locked bonus. Made requests and was able too. Slotozen Casino just refuses to pay my withdrawal requests...

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have you made any successful withdrawals from this casino before?
• Have you passed the full KYC verification, or at least submitted any identity documents to this casino for verification?
• What types of games did you play to accumulate the winnings you've been trying to withdraw?
• Did you accumulate these winnings with or without a bonus?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Dear Mikeaus,

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,

I was having trouble submitting my reply to you. It would to allow me to respond where you would have liked me too! I have attached pics of the thread in question. Yes I have made many many successful withdrawals from the casino in the past. All my documents are current and up to date. I believe my deposits contributed to the win however, just this last email or two from the VIP manager he has informed me that a 'VIP cashback promotion' was given by himself? There are no VIP cashback promotion mentioned on the terms and conditions pages and even if it was normal cashback it would have 5x wagering requirements... That's all and I definitely would have met those winning such a large amount of money. When I won the amount I quicky stopped playing and contacted live chat to make sure I did everything properly. They in fact congratulated me on my win and told me to proceed as I did in the past with withdrawing...

I appreciate your assistance.

And I have been playing for many years, lose respectfully and only ever play what I can afford. I am a humble player and bet within my means... I was up felt the wave of luck continuing hence the $60 bet on Merge Up, the sot I played when the money was made!

And I was absolutely on the roughest trot 5 months to th day merge up decided to choose me as the lucky player! Continues playing knowing every spin was one closer to that big payday and finally hit it and was unable. My profile shows balance in account and locked bonus was $0. I was able to make $60,000 in separate $5000 withdrawals also until they rejected them. In my past withdrawals you cannot withdraw anything more than amount able to withdraw. Given the above information I really do appreciate you're help and know the pics and information given will be enough for you to not waste too much of you're time...

Many thanks

M. R.

[phone number hidden by Casino Guru]

Not sure if my last thread sent or not?

Dear Mikeaus,

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, Martina (martina.b@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,

Veronika

Ok thankyou I'll wait for your response... Appreciate everything you are doing...

Dear Mikeaus,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Slotozen Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case and state the reason why the player´s withdrawal requests have been rejected?

Thank you in advance for providing the information.

Dear Martina,

Following a thorough review of the player's account and transaction history, we would like to clarify the matter regarding the withdrawals referenced by the player.

Our records confirm that the withdrawal requests in question were not declined or withheld by the casino. Instead, they were voluntarily cancelled by the player while they were still pending processing.

After cancelling these withdrawal requests, the player continued playing and used the returned funds for further gaming activity.

The player can independently verify this by reviewing the transaction history available within their account, where the cancellation of the withdrawals and the subsequent gameplay activity are clearly reflected.

We hope this helps clarify the situation. Should you require any additional information, please let us know.

Kind regards,

Slotozen Casino Team

Dear Slotozen Casino Team,

Thank you very much for the update!

Could I kindly ask you to send me the player's game log to my email address: martina.b@casino.guru?

The game log would greatly help us review the case thoroughly and ensure a fair assessment.

Thank you very much in advance for your cooperation.

I just lost my entire message somehow? So again... It took almost 4 days and withdraw requests were still pending. Any other withdrawal request sent in past including my next largest payout of $16,000 within minutes it was successful and paid into my bank within days... This VIP cashback promotion mentioned I cannot find in the entire fine print that the casino has, whatever! I have asked the VIP manager on maybe 6 occasions now to provide me the evidence of such VIP cashback promotion. Only things mentioned are endless Thursday free spins, cashback, live casino cashback, birthday bonus, loot box, high roller bonus, welcome bonus. That is it for bonuses Nd promotions... Like I said multiple times I have asked for the bonus terms and conditions, promotions, info, privacy policy etc etc and yet to be emailed this information! Because I don't believe it exists! I was congratulated by VIP manager and live chat about the large win. VIP manager personally wanted t get involved and helpove things forward quicker and smoothly given such a large win and all will be evident with attachments. I made $5000 withdrawal requests, totalling $60,000. Pending for almost 4 days. Then be told it will be forfeited anyway as the bonus is or was capped at $1500. All other monies are then null and void! I asked why happens to the remainder of the $63,000 after the capped mount comes out? No answer! If called then why allow me t mle $63,000 or $60,000 in $5000 withdrawal requests and sit pending for 4 days nearly if the mount that I could possibly win byway was $1500. It just does not make any sense. And all evidence will be forwarded with VIP mangwr Nd live chat! Love chat checked the requests made and time me everything was in order and to stay put the requests once the first is made successful them the others will follow suit! I waited almost 4 days! Seeing the money was null and void and forfeited which it wasn't... I played recklessly until every single dollar was spent and none were forfeited! They didn't mean nothing nywh seeing I cud possibly only win $1500 from this promotion I just cannot see mentioned in the entire casinos fine print. And yes multiple times have asked and not once been provided with this as asked... Also in again congratulated me on the legs win but because capped amount and such a large large win even VIP manager thought little hard done by and went out of his way to elevate t senior management and look to increase the capped amount of $1500! Again I did not ask, he comes up with idea t ask senior management and under no circumstances I seen anything related to any amounts won be passed onto senior management and increases! Made up rules when they like I feel... I was also informed that my mount that exceeded the withdrawal limit is forfeited from my account and is unable to be restored or used for further gameplay! And this was not the case either... I could! The casinos replies with in the last message that I did just that, play the **forfeited null and void amount** yet told the opposite! Lal evidence will be attached and if I have my problems uploading to this platform I will send in email.

Dear Martina,

We have provided a detailed response regarding this case directly via email.

Could you please review the information we have submitted and let us know if any additional clarification is required from our side?

We remain available should you have any further questions.

Kind regards,

Slotozen Casino Team

Dear Mikeaus,

Please correct me if I have misunderstood the situation.

From the information provided, I understand that your withdrawal requests, totaling approximately $60,000, remained pending for almost four days. During this time, the VIP manager informed you that the winnings would be capped at $1,500.

However, according to the evidence provided by the casino, you then personally cancelled all of the pending withdrawal requests and continued playing with the balance of approximately $63,000 until it was lost.

Therefore, although I understand your concerns regarding the unclear promotion terms and the information you received from the casino, the remaining balance was not removed from your account by the casino at that point. It was returned to your playable balance after you cancelled the withdrawals and was subsequently lost through further gameplay.

Please let me know whether this understanding is correct.

Well 4 days at pending... I cam almost have my money in 4 days paid out, I have on the past! Sent email, after email and never once received a reply until days and days later... Yes the amount was a little over $60,000 and was informed about thid $1500 capped amount. So I asked what happens to the other money? Just disappears? Well I played aggressively and uncharacteristically to rid the docile/disappearing/null and void/useless money in which it was... And besides... This VIP cashback promotion they speak of... There is no fine print regarding this particular promotion. Everything else like I mentioned above but none for this actual VIP cashback promotion like they say it was...

Sorry I hit the submit button... In there terms and conditions it states... "11.6. We aim to process all withdrawal requests within 72 hours"... It was pending for 4 days and have previously had my payout in my bank account within 4 days...

And also how when apparently felt for me... Who would as the operatorwnd me the player or customer, being empathetic should not be sought after...

Dear Mikeaus,

I understand..

Sadly, since you have played your winnings, I’m afraid there is not much we can do for you. The player is the only one responsible for their account, active balance, and all the bets taking place. I understand that this would have never happened if you could withdraw on the first attempt, but at this point, we cannot ask the casino to refund your lost winnings. We would really like to help, but it is impossible this time.

Please, let me know if there is anything else I can help you with; otherwise, I will be forced to close this complaint. Thank you for your understanding.