Slots Gallery Casino - Player’s winnings haven’t been received yet.

my account is verified, I requested multiple withdrawals respecting the daily limit. The casino is always answering that all withdraws are treated within 48h. That has not been the case for me. I get the same generic response and I truly believe they will not pay.

I currently have 7500$ pending since 48h +

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Dear Ghamel,

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

Update: to make a formal complaint and request your help. I had a withrawal of 7500cad on june 25. They told me to wait 48h for review. I messaged multiple Times and they finally rejected it after 120h because of a supposed technical issue. I now requested other withrawals in smaller portion. They are still saying the process is at least 48h just for review with no idea if it will work. I used Interac / same as my deposit method and my account is fully verified. I am also within the daily limits. 

Customer support can’t give clear answer and they are scamming players by providing false info and delaying the treatment of withdrawals as long as possible. 

They rejected it without any clear cause or solution for me to try. 

Please help

Dear Ghamel,

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.

Dear Ghamel,

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.

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,
Karla
Casino.Guru