The player from Austria had requested to block his account after realizing he was losing control and later won about €1012. After requesting a withdrawal, he faced a significant delay and received only €535 of his balance, with the casino having promised a second payment that had yet to arrive. He felt misled and sought assistance to resolve the issue promptly. The issue was resolved as the player marked the complaint as resolved after receiving confirmation from the casino regarding the pending payment.
TheSlotz Casino - Player's withdrawal has been delayed.
Resolved
Our verdict
Case closed
Amount: €500
TheSlotz Casino
Safety Index:Fresh casinoCase summary
Discussion
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3 weeks ago
Translation
I played intensively at this casino, and when I realized I was losing control, I asked the casino to block me via email. In the meantime, I made a few more deposits. Then I finally made a win; I had about €1012 in my account when the casino closed it. I never used a bonus; it was all real money. I requested a withdrawal of my balance via email. I received a message saying the finance department would look into it. After almost two weeks, I still hadn't received any information. When I then said I would seek help, things suddenly changed, and my withdrawal was approved to my bank account. After another four days, a payment finally arrived, but only €535? I inquired again why only this amount, and I was told that a second payment with the remaining balance would follow. Now, seven days later, nothing has arrived again. I feel lied to because they keep claiming that something has been done, and then nothing happens. I'm asking for help so this doesn't drag on for weeks again.
Automatic translation:
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2 weeks ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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2 weeks ago
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
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2 weeks ago
Translation
Hello, thank you very much for your support. However, in my opinion, this isn't a typical KYC issue. I've already received a payment. The problem is that the casino is clearly lying. Initially, they claimed the full amount had been transferred.
TheSlotz Support < [email protected] > wrote on Fri. Nov. 14, 2025 at 2:48 PM:
Dear Thomas,
Thank you for reaching out to the TheSlotzteam.
After carefully reviewing your account, we would like to kindly inform you that the full amount available in your balance has been successfully paid out from our side.
Then, instead of €1000, only €539 arrived, and when I asked why, I was told the rest would be transferred with a second payment:
TheSlotz Support < [email protected] > wrote on Fri. Nov. 14, 2025 at 8:56 PM:
Dear Thomas,
Thank you for reaching out to the TheSlotz team.
We would like to inform you that the payment of 500 EUR was successfully processed and credited to your account on 11.11.2025, and the remaining funds have been credited today. As of now, all payments have been completed from our side.
When I still hadn't received anything a week later, I inquired again and received the following answer:
TheSlotz Support < [email protected] > wrote on Thu, Nov 20, 2025 at 11:39 AM:
Dear Thomas,
Thank you for reaching out to the TheSlotz team.
We would like to inform you that it typically takes between 1–5 business days for the funds to appear in your bank account, depending on your bank's processing times.
Please note that the funds were processed on November 14, 2025, which was a Friday. As Saturday and Sunday are non-business days, they are not included in the processing timeframe.
When nothing had arrived again, the casino suddenly claimed there had been no second transfer at all:
Dear Thomas,
Thank you for reaching out to the TheSlotz team.
We would like to inform you that a payment of €539.29 was successfully received on November 14, 2025, and it is visible on your transaction statement. Additionally, an amount of €100 was refunded to you on October 29, 2025.
Could you please clarify which funds you believe are still missing? To assist you further and investigate this with our payment provider, we kindly ask you to provide your transaction history from 01.10.2025 until today.
This €100 refund never happened.
I had approximately €1,012 in my account when it was closed. The casino is simply ignoring my questions about how they arrived at the figure of €539, where the €100 refund is supposed to be, and also my request to simply send me a complete statement of my account showing my last balance.
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2 weeks ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear legensteinmusik4,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Veronika
