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Dear Ajayford7,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked general terms and conditions, and this is what I found https://www.slots.cafe/index.php?page=terms#scroll:

„Unless otherwise agreed in writing, the maximum payout per week is NZD 2500.00 - Weekly. VIP players can qualify for an increase in the withdrawal limit."

Please understand, that we can’t penalize the casino for splitting your win into several installments, especially, if this information is clearly stated in their terms and conditions. However, we take into consideration that you’ve been informed incorrectly by a live chat agent about the entire procedure accompanying your account closure. Could you please advise what was the reason why you’ve requested to block it? Ideally, please forward the entire transcript of your live chat communication. My email address is petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela 

I have forwarded the whole transcript to you. It wasn’t just the live agent who stated this. As I read through there responsible gambling terms and conditions and found the clause that said account closure resulted in any/all funds being paid in full. She just confirmed this for me before taking me through the process of standard closure.

Unless otherwise agreed in writing, the maximum payout per week is NZD 2500.00 - Weekly. 

the chat transcript does indeed have in writing an agreement that I will be paid out the full $10700 in a lump sum

Thank you very much, Ajayford7, for providing all the necessary information via email. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Ajayford7,

I looked at your complaint and will do my best to help you. I would like to invite Slots Cafe Casino into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal?

We would like to ask the Slots Cafe 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’.

I apologize, but since we haven’t received any response from the casino regarding the issue, we can not continue resolving this complaint and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The casino can reopen this complaint anytime.