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At the beginning of October I applied for a payout of EUR 900.00 which has not yet been credited to my account. I sent all the required documents to the casino several times because something was always said to be illegible, etc. I registered at another casino with the same documents, and the verification was completed there after a few hours. So I'm starting to wonder if this is a scam. I've also read several letters of complaint and realized that other players are also affected.

I enjoyed playing at this casino often, so the disappointment is all the greater. Hoping that you might be able to help me, I remain, Yours sincerely

Daniela Hennemann

Habe Anfang Oktober einen Gewinn von 900,00 Euro zur Auszahlung beantragt die bis heute nicht auf meinem Konto eingegangen sind. Alle geforderten Unterlagen habe ich an das Casino geschickt und das mehrmals weil immer angeblich etwas nicht lesbar war usw. Habe mich mit den gleichen Unterlagen bei einem anderen Casino angemeldet, dort war die Verifizierung nach einigen Stunden erledigt. Also frage ich mich langsam ob es sich hier um Betrug handelt. habe auch mehrere Beschwerdebriefe gelesen und mußte feststellen, dass auch andere Spieler betroffen sind.

Ich habe gerne und oft bei diesem Casino gespielt, um so größer ist jetzt die Enttäuschung. In der Hoffnung, dass Sie mir vielleicht helfen können, verbleibe ich mit freundlichen Grüßen

Daniela Hennemann

Hello daniela210859,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with GSlots Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

Dear daniela210859 and Casino Guru Team,

We are happy to share some good news with you! 

In our casino, we care about satisfaction of our customers, and we would like to inform you that player's withdrawal request was successfully approved on December 14th, 2022 11:08 UTC. The funds should be credited to the bank account in a few banking days.

Thank you for your understanding! We believe that this complaint can be marked as resolved now.

In case of any additional questions, feel free to contact our support team - we work 24/7 and will be more than happy to help you!

Best Regards, 

Gslot Casino Team

Dear daniela210859,

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.

Hello,

thank you so much for processing my case so quickly, money has been received and you can open the case

to graduate.

I wish you happy holidays and a happy new year 2023.

Kind regards

Daniela H******

Hallo,

vielen, vielen Dank, für die schnelle Bearbeitung meines Falles, dass Geld ist eingegangen und Sie können den Fall

abschließen.

Ich wünsche Ihnen noch schöne geruhsame Feiertage und einen guten Rutsch ins Jahr 2023.

Mit freundlichen Grüßen

Daniela H******

Thank you daniela210859 for letting us know that the issue has been resolved. Please do not hesitate to contact us if you will come across any other trouble again in the future, we will gladly try to help you out.

Regards,

Nick