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I implemented the bonus and have been waiting for the payment of 1000 euros since 09/21/2021. In the chat always the same answers come that it will be finished soon.

How much longer should I wait.

I feel really cheated by this casino. Depositing is quick, but withdrawing takes forever. Do not think that this is possible with the right things.

Ich habe den Bonus umgesetzt und warte nun seit dem 21.09.2021 auf die Auszahlung von 1000 Euro. Im Chat kommt immer die selben Antworten, das es bald abgeschlossen ist.

Wie lange soll ich noch warten.

Ich fühle mich echt betrogen von diesem Casino. Einzahlen geht fix aber Auszahlen dauert ewig. Glaube nicht das das mit rechten Dingen zu geht.

Dear Thorsten,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?

If there is any relevant communication between you and the casino, please, forward it to kristina.s@casino.guru, or alternatively, post it here.

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,

Kristina

Things are not right there. My account at this casino was then confirmed and the verification was also successful.

Es geht da doch nicht mit rechten Dingen zu. Mein Konto bei diesem Casino wurde damals bestätigt und auch die Verifizierung war erfolgreich.

Thank you very much Thorsten for your reply. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hi Thorsten,

I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Slotsberlin Casino to the conversation to participate in the resolution of this complaint.

We would like to ask Slotsberlin 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, the complaint will become ‘unresolved’ which may negatively affect its rating.

Hi Thorsten,

I tried to get in touch with the casino repeatedly but had no success. Since the casino has no valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. I’m afraid, there is not much that can be done without cooperation from its side. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I wish I could be of more help.

Best regards,

Peter