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I have been trying to withdraw multiple times and keep getting an error message on my transaction history and my funds back in my casino balance. The support team is telling me there is an issue with my withdraw method (cryptocurrency via USDT-erc20), but are UNABLE to tell me the exact reason. They just tell me to retry the withdraw another time.

My account is fully verified (Identity, address and proof of deposit). I am using the same crypto wallet address as I deposited from (and verified this address in the KYC process), so I am unsure what the reason for the failed withdraws are. I believe they are trying to delay paying my winnings.

Dear basedschalke,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Slots City Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Did you achieve your current balance with the help of a bonus? 
• Did the casino narrow down the issue as an internal casino system issue, or it’s related to your account only? 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello,

I did not use a bonus to achieve my current balance.

The casino is unable to tell me the reason of the failed withdraw. I do not know if it`'s an issue with their crypto payment provider or if it is isolated to my account. They tell me to retry to request the withdraw and that hopefully it will work the next time. The support team is very unhelpful.

Dear basedschalke,

Have you tried to request a new withdrawal afterward since your last reply? With what result?

Has the casino's recommendation in your case changed?

Hi,

I have made a new withdraw request on october 2nd (5 days ago). The status is pending still.

The support team is still telling me to wait.

10 days later (!), the withdraw was canceled AGAIN.

I got this email from the team : Your withdrawal request has been cancelled due to technical reasons. Please create a new withdrawal request, it will be reviewed as soon as possible.

This is a joke at this point, they do not want to pay me my funds.

Thank you very much, basedschalke, for providing the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear basedschalke,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Slots City Casino representative to join this conversation.

Dear Slots City Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

Quick update from my end :

The problem was found to be that the withdraw section's box where I needed to fill in my crypto wallet address was not allowing enough characters to copy paste my entire wallet address. Once I addressed this issue, the casino was able to fix it. They have processed a withdraw of 1000$ cad (max WD limit) and I am waiting for them to process the rest of the funds.

Thank you for the update, basedschalke.

Please notify me, when you receive the withdrawal.

Hello, the last withdraw was processed today. Funny enough, Slots city blocked my account as soon as the withdraw was processed. I cannot log in anymore

To anyone reading this complaint, I DO NOT recommend playing on this website

Dear basedschalke,

I am glad you have received your withdrawal. However, I will try to reach out to the casino representative again to provide explanation, why your account has been blocked.

Thank you for your patience.

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.

Hello, it has been 9 days now and no reply from the casino.

Dear basedschalke,

I am communicating with a casino representative outside of this thread. I am waiting for further clarification.

I will let you know, if there are any updates.

Thank you for your patience.

Dear basedschalke,

A casino representative informed me, that your account was temporarily closed for further investigation. Since all your deposits and winnings have been paid out we can we respect casinos' right to close players account at any time for any reason (with the balance paid out).

We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Mirka

Casino.Guru