Slots Angels Casino - Player's winnings are delayed.

I won 1000 on the 21st February still waiting for the money now.

Dear Donnarileymia,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?

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

Best regards,

Kristina

No never made a withdrawal before

all vertfied

had no bonus

thank you

now I can’t access my account

Thank you for your reply, Donnarileymia. Could you please advise which games you focused on - slots, live casino, sports betting, etc.?

Have you tried contacting the casino regarding this issue? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Yes I have emailed them and been locked out of my account now as saying no one with that email address.

i played on slots

thank you

will take pictures of the emails

Thank you very much, Donnarileymia, for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear Donnarileymia,

I am so sorry to hear about your problem with the withdrawal. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Spins Heaven Casino representative to join this conversation and participate in resolving this complaint.

Dear Spins Heaven Casino,

Could you comment on the situation?

Thank you in advance for providing the information.

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.

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Stefan, Casino.Guru