The player from Austria had been waiting for a withdrawal for less than two weeks. Unfortunately, their payout hadn’t been received yet. He said his account was fully verified, he had received previous winnings within 2 days, and the casino’s own site stated a 1-hour payout time, but support kept giving conflicting answers. We advised him to wait up to 14 days while cooperating with the casino, and the complaint was then marked as resolved by the player, so we closed it as resolved.
Slots Gallery Casino - Player’s winnings haven’t been received yet.
Resolved
Our verdict
Case closed
Amount: €2,895
Slots Gallery Casino
Safety Index 8.7 HighCase summary
Discussion
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2 weeks ago
Translation
I requested a payout of €2850 three days ago.
According to Slots Gallery, the payout takes a maximum of 1 hour, as stated on their website.
I still haven't received the payment, and several days have already passed.
Customer service gives a different answer every day and they don't really help.
Account is fully verified.
Automatic translation:
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2 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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2 weeks ago
Dear Andreaswinkler1996,
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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2 weeks ago
TranslationMy account is fully verified and I already received a payout a few months ago, and every payout I made before that was credited to my account within a maximum of 2 days.
The website itself states that the payout takes 1 hour, and now, after several days, nothing has been done.
As soon as you contact support, you get a different answer from every employee.
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1 week ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Andreaswinkler1996,
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,
Jean
