The player from Germany had been waiting for a withdrawal for less than two weeks. Unfortunately, their payout had not been received yet. The player experienced delays due to a pending status on the withdrawal request and difficulties in communication with the casino. After persistent follow-ups, the payout was eventually processed faster than expected. The issue was marked as resolved by the Complaints Team, who acknowledged the player's feedback regarding the casino's handling of the situation.
Slots Hammer Casino - Player’s winnings haven’t been received yet.
Resolved
Our verdict
Case closed
Amount: €540
Slots Hammer Casino
Safety Index:Below averageCase summary
Discussion
Public
Public
1 year ago
Translation
Deposited €100 and received an additional €100 bonus.
Sales conditions fulfilled as per regulations. 12x 100 euros wagered, last account balance just under 540€
There was a rule that you had to bet a maximum of €100 per bet in order for it to count towards the wagering requirements. I always stuck to that.
on March 2, 2024, a withdrawal request was requested, on March 4, 2024, the withdrawal request was still cancelable and had not been processed at all.
I completed KYC one week before requesting a withdrawal.
live chat writes "I know it's hard to wait", although I never complained about the wait.
Even though this casino will probably pay late, the whole fun factor is completely gone.
The betting itself is easier than the stress of paying out.
Automatic translation:
Public
Public
1 year ago
Dear ernest_d,
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
PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.
Public
Public
1 year ago
Translationsmall correction.
on 02.03.2025 was the withdrawal request (not 2024)
In the live chat I simply pointed out that the amount 540 still appears under "pending withdrawal" and is still available to play after 2 days.
Of course they do it on purpose, but it is by no means serious. A reputable casino must process the payout within 2-3 hours at the latest and prevent the customer from "retrieving or settling" the money after the payout request.
untrustworthy
Automatic translation:
Public
Public
1 year ago
TranslationLive chat eternal waiting loop without connection.
2 emails written on March 2nd and 3rd, both unanswered.
strange behavior, amount still available for cancellation. Nothing happened so far
Edited
Automatic translation:
Public
Public
1 year ago
Translationlive chat agent wrote on Sunday that the account will first be reviewed before payout.
Today marks the two days since I requested a payout and I have received the first response by email.
It says that the account will be reviewed within two working days. So it's already four days.
status pending still unchanged. Theoretically, I could still cancel the payment after 30 hours. That's pretty cheeky.
I tried to contact the live chat several times throughout the day. I tried 6 times within 6 hours and was on hold forever.
0 reaction, or the message that the live chat is unoccupied. This provider is not below average, it is simply bad.
one should call things by their name.
Edited
Automatic translation:
Public
Public
1 year ago
Translationnothing happened. Status unchanged. Payment still available for cancellation, although the provider confirmed in another email that the review is complete. Apparently my payout is waiting in a loop to be processed.
in the year 2025 when everything will be done automatically by computers.
payout is the absolute worst with this provider.
Edited
Automatic translation:
Public
Public
12 months ago
TranslationCan be closed. I got the money faster than expected. But the operator still behaved strangely. I could write another 5 pages. I won't deposit there again
Automatic translation:
Public
Public
11 months ago
Dear ernest_d,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Nick Bacon
Casino.Guru
