The player from Germany had requested a withdrawal of €1,300 multiple times, providing all necessary documentation, but her requests were repeatedly canceled with no clear reason. She demanded an immediate processing of her payout within five business days. The complaint was ultimately rejected due to the player's lack of response to inquiries from the Complaints Team, which prevented further investigation into her issue.
SlotsGem Casino - Player's withdrawal request is delayed.
Closed
Our verdict
Player stopped responding
Amount: €1,300
SlotsGem Casino
Safety Index:Below averageCase summary
Discussion
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10 months ago
Translation
Dear SlotsGem Team,
I have duly submitted my withdrawal request for €1,300 and sent you all the requested documents several times (bank details, identification document, photo, proof of payment).
Despite this, my withdrawal is repeatedly canceled, and the money is returned to my player account. I request an immediate withdrawal to my bank account. There is no comprehensible reason for the delay or rejection.
I hereby give you a deadline of 5 business days to process the payout. If this is not done, I will:
submit an official complaint to Casino Guru
report the case to the consumer advice center and gambling authority
and have legal action examined
Please confirm receipt of this email and process the withdrawal immediately.
Best regards
Merlinda T.
Edited by a Casino Guru admin
Automatic translation:
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10 months ago
Dear Merlinda48,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. To gain a better understanding of your situation and assist you effectively, could you please provide more information by answering the following questions?
- Have you received any specific error messages or reasons for the cancellation of your withdrawal?
- Have all your documents been approved and successfully verified?
- Have you selected the same payment method for your withdrawal request as you used for depositing?
- When did you submit your initial withdrawal request, and how many times have you attempted to withdraw?
- Have you been in contact with customer support regarding this issue? If so, what was their response?
- Are there any pending bonuses or promotions associated with your account that could be affecting your withdrawal?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Veronika
Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.
The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.
Stay cautious, and if you have any doubts, please reach out to us directly.
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10 months ago
Dear Merlinda48,
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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10 months ago
TranslationYour withdrawal request has been canceled.
Reason for the warning: "Please take a single detailed screenshot with the desktop/PC/WEB/Casino version of your payment method to ensure all required information is visible. Detailed screenshot with the desktop/PC/WEB/Casino version of your payment method to ensure all required information is visible."
For more information, please contact our support service. I don't have a tablet or computer at home. I sent it with my mobile phone. I have everything: my ID, my bank card, my payment, and they always cancel it and return my money. I don't understand the game. I've been sending money for a long time and it doesn't come back.
Automatic translation:
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9 months ago
Could you please forward me the proof of ownership of the payment method you have been trying to send to the casino? My email address is veronika.f@casino.guru.
Is there any possibility for you to access a computer at your workplace or at a relative’s or friend’s household to take the required screenshot of your payment method, as requested by the casino?
Please make sure not to access your casino profile from another person’s computer—especially if they also have an account at the same casino—as this could lead to potential complications.
