The player from Greece made a withdrawal request on 9/17, but after two weeks, it remained unprocessed despite having a fully identified account. He continued to send daily emails and received generic responses about the ongoing processing of his withdrawal. We asked for details about his previous withdrawals, the status of the request, and whether any bonus was active, and the complaint was then marked as resolved by the player. The issue was closed because he confirmed that his winnings had been paid out.
TheSlotz Casino - Player's withdrawal is delayed.
Resolved
Our verdict
Case closed
Amount: €500
TheSlotz Casino
Safety Index 7.4 Fresh casinoCase summary
Discussion
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3 weeks ago
Translation
I have made a withdrawal request since 9/17 and after two weeks the withdrawal has still not been processed... my account is fully identified... I send emails almost daily and I only get a specific response that the withdrawal is still being processed..
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3 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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3 weeks ago
Dear Stathis1983,
Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention. To help me fully understand the situation and assist you as quickly as possible, could you please answer a few brief questions?
- Have you made any successful withdrawals from your account previously?
- Could you please let us know the current status of your withdrawal request — is it shown as "pending" or "processed" in your casino account? If possible, please attach a screenshot of your withdrawal history in this thread so we can review it.
- Were your winnings accumulated while a bonus was active, or without an active bonus? If a bonus was active, please specify which one.
We will do our best to resolve this issue promptly. Thank you in advance for your reply.
Best regards,
Kristina
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3 weeks ago
TranslationJust two hours ago I received the money..good luck
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3 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 Stathis1983,
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,
Kristina
