The player from Germany faced repeated withdrawal rejections at Slotmines Casino due to issues with his Apple Pay deposit documentation. Despite sending a new overview and receiving confirmation, his withdrawals remained unprocessed for over a month, leading him to believe the casino was deliberately delaying payments. The Complaints Team intervened, and after contacting the casino, it was confirmed that the player's deposit had been successfully verified, allowing the withdrawal process to proceed. The player's payout was subsequently initiated and credited to his account the next day, resolving the issue.
Slotsmines Casino - Player's withdrawal is being delayed.
Resolved
Our verdict
Case closed
Amount: €400
Slotsmines Casino
Safety Index:Above averageCase summary
Discussion
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7 months ago
Translation
Hello,
Today it's about Slotmines Casino.
After making several deposits there, I requested a withdrawal for the first time on July 6th.
These were rejected several times on the grounds that the last transaction overview of my Apple Pay deposit was incomplete.
So yesterday I sent a new overview and requested €400 for payment.
I also received confirmation via chat that the document is valid. Unfortunately, the documents aren't marked green during verification, and all withdrawal attempts are rejected without any comment.
They've been deliberately delaying various withdrawal attempts for a month, potentially forcing players to gamble away their winnings. A disastrous casino with poor communication.
can you help me?
best regards and many thanks in advance
Automatic translation:
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7 months ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Slotsmines Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
- Did you achieve your current balance with the help of a bonus?
- Could you please share the document that the live chat said was approved for me for review? My email is tomas@casino.guru
- Could you please specify when you made the deposit to the casino?
- Were you asked to submit any other documents required for verification
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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7 months ago
TranslationHello Tomas,
many thanks for the quick response
to your questions: I only played slots.
I deposited €100 on July 1, 2025, and received a 100% bonus, which I successfully wagered.
I was left with 520€ which I have been trying to pay out since July 6, 2025.
As I already wrote, I have sent the requested bank statements for my Apple Pay deposit from June 25 and now also from July 25.
my Mastercard also sent with the usual covered numbers.
Despite everything, my withdrawal of €400 is still being rejected, even though I was assured in the chat that I could withdraw.
Even a message via email is completely ignored.
I will send you the chat history in which it is written that the document is now correct to your email address.
Thank you very much for your help
best regards
Guido
Automatic translation:
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7 months ago
Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Jana (jana.k@casino.guru), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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7 months ago
Dear Primus.011,
My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.
Now I would like to invite Slotsmines Casino representative to join this conversation and participate in the resolution of this complaint.
Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?
Thank you in advance for providing the information.
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7 months ago
Hello Jana and Primus.011,
Thank you for bringing this matter to our attention and for your patience while we conducted a detailed review. We understand the importance of clear communication in such cases and have revisited the situation to ensure all processes were followed correctly.
After a final check of the account, we can confirm that the most recent deposit has now been successfully verified. With this step completed, there are no remaining restrictions on the account from our side, and the withdrawal process can proceed as normal.
We appreciate your understanding throughout this process and trust that this resolves the matter.
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6 months ago
TranslationDear Casino Guru Team,
Thanks to your pressure, my account was finally verified and my payout was initiated, which was credited to my account the next day.
You guys really are the best...thank you so much for your help.
Despite all this, I would strongly advise other players not to play at Slotsmines Casino.
Anyone who consistently cheats their players shouldn't get a cent more from them, and I hope that my bad review, which I'll write tomorrow, will also be reflected in your overall rating.
All I can say is: Keep it up… you are a BASTION for casino players👍🏼👍🏼👍🏼👍🏼
Automatic translation:
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6 months ago
Dear Primus.011,
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,
Jana
Casino.Guru
