The player from Austria faced a delay of over 48 hours in receiving his winnings, with the casino's support providing only automated responses and not addressing his emails. He emphasized his intention not to gamble his winnings. We explained that withdrawal delays could occur due to verification processes or high volumes and advised waiting at least 14 days before filing a complaint. Due to the player's lack of response to our inquiries and reminders, the complaint was closed without resolution. The player was informed that he could reopen the complaint if he chose to resume communication.
Slots Gallery Casino - Player's winnings are delayed.
Closed
Our verdict
Player stopped responding
Amount: €1,375
Slots Gallery Casino
Safety Index:HighCase summary
Discussion
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3 weeks ago
Translation
After 48 hours, they still refuse to pay out my winnings! And they keep sending me copy-pasted messages! They're not replying to my emails either! Their support is a complete bot! I told them I won't gamble away a single cent of my winnings!
Automatic translation:
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3 weeks 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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3 weeks ago
Dear Johnny1337,
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 common for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time for the money to appear in your account. This delay may be caused by an unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with the 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 has been checked, your withdrawal has been approved by the casino, and you still haven't received your winnings within 14 days of requesting the withdrawal, please let us know, and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards
Petra
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1 week ago
Dear Johnny1337,
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.
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3 days ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Petra
Casino.Guru
