Sweepslots Casino - Player's withdrawal is delayed for over a month.

I've requested a withdraw on to 1/19/2025 and keep getting told extended redemption timeframes. Started off by telling me 7-10 bus days.... Then on the 10th business day, they told me it's now up to 15 bus days.... We are now well passed the 15 bus day deadline and am being told over and over that they going to process it soon. Here is the last message I got from the casino and it's the same paragraph I've heard over and over about 12 times at this point:

"... The redemptions team has a backlog of requests at the moment because of a significant update to our infrastructure. They're putting in extra hours to get everything settled as soon as feasible. Furthermore, in light of the recent surge in online fraud, our vendors have added more checks and balances that need to be finished before redemptions may be processed. You will have your redemption; it's just taking a little longer than normal. During this period, I appreciate your understanding and patience. Do not hesitate to get in touch if you need further help or if you have any queries."

The have done nothing but extend their timeframe and stall. It's a measley $125 payout via debit card. If they can't process this in a timely manner I can't imagine those who have much larger payouts pending. This casino needs shut down if they are unable to successfully process redemptions. Also, if you notice in their copy and pasted reoccurring excuse I added above, they are portraying that they have an overabundance of redemption requests and are working tirelessly to process these. Well then I think that maybe they might post a warning banner or popup letting all players know that the withdraw process is backed up. Instead it says nothing about slower than normal redemption times, in fact it only states the lie promotion their instant withdrawal system. I'm going to post this review on every casino review site I can find starting today in hopes of not only getting my redemption in the near future but also to warn other players about the in my belief fraudulent happenings going on and encourage those whom except a reasonable redemption processing timeframe to play elsewhere and avoid making deposits into this casino... I'm sure this will come as a major relief in the eyes of the casino as a major decrease in deposits would give them much need time to catch up on the players redemptions who they already owe a payout. You are welcome Sweepslots.com! Don't mention it! I'm rooting for you truly.

Chet E*****

Dear WTFChEtWTF,

Thank you very much for submitting your complaint. I’m sorry to hear about the delays you’ve been experiencing with your withdrawal request.

To help us understand the situation more clearly and assist you better, could you please provide answers to the following questions:

• When did you first contact the casino regarding your withdrawal, and have you received any other responses besides the one you shared with me?
• Can you confirm if there’s any specific reason given for the continuous delay, other than the infrastructure update and increased fraud checks mentioned?
• Have you attempted to escalate the issue to a higher level within their support or submitted a formal complaint through their system?
• Do you have any further communication from the casino, including ticket numbers or emails, that we could look into? If so, feel free to forward them to petronela.k@casino.guru.

Without your cooperation and the relevant information, it will be difficult for us to proceed effectively with your case. The more details we have, the better we can understand what’s going wrong and work toward a resolution.

I hope we will be able to help you to resolve this issue as soon as possible. Meanwhile, we appreciate your patience after you reply and we investigate the issue.

Thank you in advance for your reply and cooperation.

Best regards,

Petronela

Responses to your questions:

• When did you first contact the casino regarding your withdrawal, and have you received any other responses besides the one you shared with me?

For me, quick redemption approval and processing absolutely is without a doubt, a gaming platforms most important quality, and is what I look for when seeking out and depositing into specific online casinos. That being said, I submitted the withdrawal request on the 19th of January and was hitting up chat support no later than the evening of the 20th, as the payout method I selected was via debit card which I thought should take no time at all... However I was told during my very first interaction with the SweepSlots support team, that the first two redemptions may take up to 7-10 business days befote being processed. Did I wait 7 days before inquiring again? Not a chance. I regularly jumped on chat support to get updates on the process, though the robotic responses barely changed.

• Can you confirm if there’s any specific reason given for the continuous delay, other than the infrastructure update and increased fraud checks mentioned?

I was always given the same excuses every time, no matter which agent it was I was speaking with at the time, excuses such as: they were extremely backed up in payout requests, they have to now do extra fraud prevention checks, they are not in control of the payment processors or their timeframe and could not speed things up themselves aside from requesting expedition for my case, Escalation was their only way of providing support. Some of this, yes I'm sure is legitimate, but guess what, after business day 10... NONE of it is my concern, I now can care less about how backed up they are, at this point I just want my dang money I was assured I was going to be getting by the 10th business day. Well instead of getting a payout on day 10, I was given an update on a new policy change that had just went into affect that day... now it was "All first and second time redemptions will have a processing timeframe of up to 10 - 15 business days..." and i think this was told to me on a Friday which just added an entire week on my wait. 🤦. Inserting the word Pissed here is as far as I'll go in describing my reaction to this astronomically ironic policy change that began on my supposed to be payout day. And the rest in a nutshell... on business day 15 I once again waited for nothing, after 5pm reached back out to SweepSlots, braced myself and was ready to hear about another new update or policy change to the payout timeframe, but from this point forward, I just get the same copy and pasted paragraph of excuses and "it's coming soon" bs that's in what I sent you in my initial complaint form. It's now been over a month since my redemption request of a measly $125 and all I'm being told is they are working overtime on it and its coming very soon....

• Have you attempted to escalate the issue to a higher level within their support or submitted a formal complaint through their system?

As I'm certain you're aware by now, yes is the answer to this question. I've contacted them many times each of the following ways: ¹ by filling out and submitting online forms in the contact us section of their online help center only to ever receive replies from them days later informing me they are closing the ticket since they have not heard a response from me at this time.... like what?! 🙆🤨🤔🤯🤷 I mean clearly descriptive and expressive are two qualities I can say I'm not lacking in right? I'm not sure how much more of a response they needed from me, honestly any more of a response from me would probably be considered an unsafe one lol. ² I also reached out by directly chatting with their support agents via the chat bubble in the help center (constantly). ³ By Facebook messaging and wall posts. ⁴ Their Twitter page and chat section. ⁵ On Instagram chat, ⁶ I even tried contacting them through their YouTube channel page. All of these methods of contact were made by me not just one or two times either. I'm continuously inquiring about my withdrawal in hopes they get so sick of seeing my username pop up that they will just pay the damn ticket and i can be through with these ppl.

• Do you have any further communication from the casino, including ticket numbers or emails, that we could look into? If so, feel free to forward them to **********

Sure. I look through my emails, screenshots and things to see what more I can provide you that I think might be helpful to you in this case. Just keep an eye out on your Inbox! Will send soon! Thank you so much Casino.Guru! Appreciate you enormously!

~ Chet

Thank you very much, WTFChEtWTF, for providing all the necessary information. I will now transfer your complaint to my colleague, Matej (matej.l@casino.guru) , who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Hello WTFChEtWTF, nice to meet you!

My name is Matej and I will be taking care of your complaint going forward. I've just reviewed this case and fully appreciate your concerns regarding the requested payout. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Sweepslots Casino to join the conversation and participate in the investigation of this case as well. Could you please provide more details as of why this player’s withdrawal request is being processed longer than usual? I would also appreciate if you could provide us with any and all relevant evidence. Sensitive information can be sent directly to me at matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I have tried to contact the casino via the official channels repeatedly, but had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue at all. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

In the meantime, I recommend you contact the American Arbitration Association – an alternative dispute resolution service (https://adr.org/) and submit a complaint to them. It is stated as Sweepslots' ADR of choice, and hopefully has better options and tools to help players. Please let me know if you need help with filling the form or how the ADR responded if you can do this on your own (matej.l@casino.guru). I am truly sorry I could not be of more help on this occasion.

Best regards,

Matej