SlotsGem Casino - Player's withdrawals are delayed.

I managed to win back my money that I deposited into this casino. I got my balance up to $44,000 and have made 11 separate withdrawals as you can only withdraw £4000 euro or equivalent which would be around the $6900 AUD mark. It’s been 3 days since I have made my withdrawal requests, 3 of which have been approved, apparently, however in my transaction history, it does not show "processed" or any other indication of the withdrawal being approved and processed like they advised me. I have reached out to live support, email support, the complaints team and THE VIP manager. All of which are giving me the same response. They say my remaining withdrawals are in a live queue, amd will be reviewed in the live queue order, however 3 day is a long time to process 3/11 pending withdrawals. I am really wanting some peace of mind as that is all of my money and I’m very un settled as I’m not getting a clear response, nothing showing that the 3 withdrawals they claim to have been processed does not show any indication in my transaction history. Any insite about this would be greatly appreciated. Thank you

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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

Yes I fully understand that. I have actually now received 2 of the 11 withdrawals into my bank account, which is a good sign, however I also woke up to my account being permanently disabled, but have assured me all withdrawals will be processed. I will wait for them to come in, if so I will update you here. I do appreciate their approach to responsible gambling, so for now, they are doing the right thing and have received 2 payments. Thanks for your fast prompt reply to my concern.

Hello Joeyp123,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for your patience while I was out of the office, and thank you as well for keeping me updated.

Could you please forward me the most recent communication between you and the casino’s customer support regarding the permanent closure of your account, especially any message where they confirmed that your remaining balance would be paid out? My email address is veronika.f@casino.guru.

Additionally, I would like to clarify a few details:

• What was the real-money balance in your account at the time the casino closed it?
• Did you request to be self-excluded from this casino due to gambling-related harm, or was your account blocked by the casino on their own initiative?

This information will help me better understand the situation and assess the next steps.

Dear Joeyp123,

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,
Veronika
Casino.Guru