The player from Austria withdrew €5,000 from the casino but is facing delays in receiving his payout, as he is now told to wait 48 hours. Previously, he always received his payouts within 2 hours. He is a VIP customer and won a total of €10,100.
Slots Gallery Casino - Player's withdrawal is delayed.
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Slots Gallery Casino
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3 weeks ago
Translation
Hello, I withdrew €5000 from this casino yesterday, but they are not paying my money back.
Tell me to wait 48 hours.
I always received my payouts within 2 hours at this casino, but now all of a sudden I'm supposed to wait that long before I get paid out.
I won real money without a bonus. I'm a VIP customer and won a total of €10,100. €5,000 is being processed and €5,100 is still in my casino account.
Can someone please help me with this?
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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
Hello,
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 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 checked, your withdrawal approved by the casino, and you still haven't received your winnings within 14 days since 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,
Veronika
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3 weeks ago
TranslationHello, I have been trying to withdraw my winnings since August 7th, 2026. Total winnings were €10,800.
I applied for €5000 on August 7th, 2026. They canceled my other winnings, so I continued playing until I won another €5800. Then I complained because I hadn't received my payouts yet. I asked them to restrict my account, wrote an email, and contacted a VIP manager via WhatsApp. I received no response to my emails. Because of them, I lost €6800. I politely asked them to restrict or block my account, or at least deactivate cancellations, but no one took me seriously.
I still have €4000 due for payout, which I've been waiting for for 5 days. I need help, please?
I've won at this casino before, received my payouts very quickly, and I'm fully verified and a VIP customer.
I told them that because of their problems I could lose my winnings again, and they still haven't answered my email because they only respond to email inquiries. They deliberately waited this long because they know I'll keep playing; it's happened to me before at this casino.
That I lost all my winnings because they deliberately do that to make me keep playing.
Sincerely, serki
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3 weeks ago
TranslationHello, my payout was previously cancelled by them and I only just received it now.
I received an email asking me to send my documents. I was fully verified and had already made two withdrawals, for which I sent them all my documents.
When I contacted support about my money, I haven't received a response from them for 7 days regarding my €4000 payout. They aren't following up on my account suspension and aren't responding to me. Then I immediately received an email; before that, they always told me I wouldn't receive any emails from them.
VIP support has been telling me for days that they can't do it. I don't want to play anymore, but it's very difficult to do because I still have access to my account.
I lost €6800 again because they didn't block or restrict my account when they didn't reply to me.
Kind regards, serki
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2 weeks ago
TranslationHello, I received my €4000 today at 9 am. However, since August 7th, 2026, they cancelled it again on August 13th, 2026.
The only remaining issue is the €6800, because they haven't blocked or restricted my account, and I haven't received an email from them yet.
Kind regards, serki
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2 weeks ago
Dear Serki788,
Thank you for keeping me updated. I understand that waiting for such large winnings can be nerve-wracking and frustrating. I also understand that you wanted to restrict your account to avoid the possibility of losing your winnings.
However, in cases where a player requests a refund for funds they lost because their account remained accessible, we need evidence that the player explicitly mentioned gambling addiction or gambling-related harm and requested self-exclusion. Unfortunately, in your messages, you did not specify that you wanted to self-exclude due to gambling addiction for at least six months or permanently. Therefore, we cannot hold the casino accountable for allowing you to continue playing and subsequently losing your funds.
I am glad to hear that you received at least the €4,000 in winnings. However, we are unable to ask the casino to reimburse you for the funds you lost while waiting for your withdrawal request to be processed.
If you would like to self-exclude from this casino due to gambling-related harm, please let me know, and we will guide you through the process.
Thank you for your understanding.
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2 weeks ago
TranslationHello Veronika, I haven't received any replies to my emails from them so we can take the next steps. Support didn't help me at all with restricting my access or preventing me from playing until I get paid out. Every other casino does this normally when you request it, but they can't. They only respond to emails, which no one replies to. That was unfair to me.
I'm not addicted, I didn't claim that. I didn't want to freeze my money until I received my payout because, according to their terms and conditions, I should have received the €10,000 in two days. They should have paid out my winnings on the 7th and 8th, but I received nothing. Because of this, I was afraid I wouldn't get my money, and on the 9th, I wrote to them demanding a guarantee that my account would be closed to gambling.
I did everything the support team told me to, but they didn't take me seriously. I waited 11 days for the €4000.
€5000 per day, €10000 per week, €20000 per month – that's what I should have received.
I can send you the money, they only had excuses that I would lose my money again. I made €800 withdrawals in June and €1400 in May at this casino and received it in 2 hours.
At first, I didn't think anything of it; everything was fine. Then I had to wait 48 hours, which I did. I had €10,000, but I could only withdraw €5,000 because they canceled everything due to a daily limit. Then I contacted support, and they told me I had to email them to explain that they couldn't do that. I did this on August 8th, 2026, and several times, also sending emails from an alternative email address on the 9th, 10th, and 15th. I didn't receive a single reply, except after nine days, saying I had to send them a photo of my ID. This was from SlotsGallery, even though I had already sent everything. They deliberately waited that long and made excuses until I lost everything. On the 13th, they canceled my €4,000 withdrawal again. I withdrew everything again. I didn't want to play there anymore. They didn't adhere to the withdrawal times and didn't reply to my emails. I don't think that's fair, and I hope you can do something about it.
I lost a total of €12,000 at this site and its sister casino Boho, but I didn't get upset because I'm honest.
If you do it that way, then nobody can get their money paid out properly because they don't comply with the terms and conditions.
Yes, I want to be permanently banned from these two casinos, including boha casino, because I am honest and I don't accept this.
If you need anything from me, I can send it to you.
Kind regards, serki
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1 week ago
Dear Serki788,
Thank you for your detailed explanation. I understand that you are dissatisfied with the way your withdrawals were handled. If you believe that the casino fails to comply with its own stated withdrawal limits or processing times, you are welcome to submit a complaint about this specific issue in the future. We can then review the relevant terms, the dates and amounts of your withdrawals, and the casino's handling of them to determine whether there was any violation that we can address.
However, this is separate from the €6,800 in losses that you are currently asking us to address. You chose to continue playing, and the funds were lost through regular gameplay rather than being confiscated or otherwise removed from your balance by the casino.
Regarding your request to have your account restricted or frozen, we also need to clarify the scope of what we can investigate. Casino Guru can consider a failed self-exclusion case where a player explicitly informs the casino that they are suffering from gambling addiction or gambling-related harm and requests self-exclusion on that basis. You have now explicitly confirmed that you were not claiming to be addicted, and that your request to restrict your account was made in connection with protecting your pending winnings while waiting for your withdrawals. Casinos are not necessarily required to offer such a feature to their customers, and we are not in a position to force them to provide or implement it. Therefore, we cannot treat the €6,800 you lost as a failed self-exclusion case or ask the casino to reimburse these losses on that basis.
I appreciate that you found the casino's handling of your withdrawals frustrating, and you are certainly entitled to raise concerns about whether its stated withdrawal limits and processing times were respected. If you encounter a similar issue with an outstanding withdrawal in the future, please feel free to submit a complaint while the funds are still in your account. We will then review the specific circumstances and determine whether there is anything we can assist you with.
Regarding self-exclusion, if you decide that you genuinely wish to exclude yourself from the casino due to gambling-related harm, it is important to clearly state the reason for your request and specify the exact period of the exclusion. The email subject line should also be clearly marked so that the nature of the request is immediately apparent.
Casino support teams often receive a high volume of emails, so a clearly labelled subject line can help ensure that your request is identified and processed appropriately. I also strongly recommend that you always keep a copy of your self-exclusion request, whether it is a sent email, chat transcript, or screenshot. Having clear evidence of your request can be extremely helpful in case of any future disputes or misunderstandings.
For example:
Email subject: Self-exclusion due to gambling addiction
Player information:
First name:
Last name:
Date of birth:
Casino login:
Email address:
Greetings Slots Gallery Casino,
I am writing to inform you that I wish to be immediately self-excluded from this casino and from receiving any gambling-related marketing material for a minimum period of XXX months/years or permanently.
The reason for my self-exclusion request is gambling addiction.
I acknowledge that I will not be allowed to reverse my self-exclusion during the agreed period and that the self-exclusion cannot be lifted before its expiry.
If this reflects your actual reason for requesting self-exclusion, I recommend sending an email to Slots Gallery Casino using the above template and keeping a copy of the request. Please then keep me informed of any further developments.
Thank you for your understanding.
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1 week ago
TranslationThank you for your detailed explanation. I understand your dissatisfaction with the processing of your withdrawals. If you believe the casino is not adhering to its own withdrawal limits or processing times, you are welcome to file a complaint regarding this specific matter at a later date. We will then review the relevant terms and conditions, the dates and amounts of your withdrawals, and the casino's processing to determine if there has been a breach that we can investigate.
Yes, I want to file a complaint about this. I should have received it in 2 days, then I would have received €10,000 and this problem wouldn't have arisen at all.
August 7, 2026, my €5000 and August 8, 2026
€5000, I waited for over 48 hours
I only received excuses from them that I wouldn't receive an email from them; I haven't received a reply from slotsgallery yet. vip@slotsgallery.com and on. Support@slotsgallery.com
I also sent an alternative email address, but I'm simply not getting a response from them.
VIP support is not helping.
I've been in contact with partner casinos, both of which I'm a VIP customer at bohocasino, and Mr. Rico, the VIP manager at bohocasino, told me he'll have it checked out. Because no one from slotsgallery is replying.
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1 week ago
TranslationI wanted to block myself from both casinos, and they asked me why I wanted to do that. I wrote to them explaining what happened at Slotsgallery, and I'm waiting for a reply from Bobo Casino.
I also made an offer of €3800.
If I receive it, then everything will be fine. Because I'm simply not receiving any emails from SlotsGallery, I have no idea why.
With kind regards
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1 week ago
TranslationBoth my accounts are now closed.
Bobo casino managed to get slotsgallery blocked.
I have all the data in
sent riko vip manager
He said he would check it and let me know, but after 2 days someone else replied to my email and closed my account.
I haven't yet received my account details, including deposits and withdrawals, or my entire game history from SlotsGallery.
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3 days ago
Thank you for your responses.
Please note that we would investigate the issue of delayed withdrawals only if the funds were still in your account. We do not investigate the processing times of withdrawal requests that were subsequently cancelled, played through, and lost.
Did you mention gambling addiction as the reason for your account closure request at Slots Gallery Casino? If so, please forward me the email you sent to the casino, along with the response you received from Slots Gallery confirming that your account had been closed. I appreciate your cooperation.
