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I requested withdrawals of €500 each on August 5, 7, and 12. After repeatedly contacting support, I was told it was delayed due to a high volume of withdrawal requests. It was forwarded to the relevant finance department with high priority, but unfortunately, it's still being processed.

Ich habe am 05.08, 07.08. sowie am 12.08. Auszahlungen in Höhe von je 500€ beantragt. Bei mehrmaligen Nachfragen beim Support, gab es die Rückmeldung, es verzögert sich wegen hoher Auszahlungsanfragen. Es wurde mit Prio hoch an die zuständige Finanzabteilung weitergeleitet. Aber leider immer noch in Bearbeitung.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?

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

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 makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello Kristina, regarding your questions. I've made several withdrawals in the past, I'm also verified, and the winnings were collected without an active bonus. I was also confirmed in my correspondence with support that everything was correct and nothing would stand in the way of the withdrawal.

Hallo Kristina, Ihre Fragen betreffend. Ich habe in der Vergangenheit schon einige Abhebungen getätigt, bin auch verifiziert und die Gewinne wurden ohne aktiven Bonus gesammelt. Es wurde mir auch bei der Korrespondenz mit dem Support bestätigt, dass alles korrekt ist und der Auszahlung nichts im Wege stehen würde.

Thank you for your reply. Could you please clarify when exactly you made the last successful withdrawal, and how many days it took to be processed? Which payment method to withdraw your winnings have you opted for? Was it the same one you used in the past?

Hello Kristina, the last payout was on August 12th, and processing took three business days. The payment method is always the same: to the bank account.

Hallo Kristina, die letzte Auszahlung war am 12.08. und die Bearbeitung dauerte 3 Arbeitstage. Zahlungsmethode ist immer gleich, auf das Bankkonto.

Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.

When was the last time you contacted the casino regarding this issue? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Hello Kristina, it's still being processed. I've sent you all the correspondence with the casino via email. The last contact with the casino was on August 29th. Best regards!

Hallo Kristina, es ist nach wie vor immer noch in Bearbeitung. Die gesamte Korrespondenz mit dem Casino habe ich Ihnen per Mail geschickt. Der letzte Kontakt mit dem Casino war am 29.08., Liebe grüße!

Hello Kristina, what's the next step here? Contact the casino?

Hallo Kristina, was ist hier der nächste Schritt? Nehmen Sie Kontakt mit dem Casino auf?

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Romi (romana.r@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 user,

I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Slotexo Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Slotexo Casino,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi

Dear Romi, thank you very much for your support. A month later, I received a message asking me to upload a bank statement and a copy of my passport for verification purposes. My bank statement, which I created via online banking, was not accepted. I have now uploaded another receipt and am waiting for a response and the payout of my winnings.

Liebe Romi, vielen Dank für Ihre Unterstützung. Ich bekam jetzt nach einem Monat die Nachricht mit der Bitte, einen Kontoauszug und Kopie meines Passes zwecks Verifizierung hochzuladen. Mein Kontoauszug, den ich im Online Banking erstellt habe, wurde nicht akzeptiert. Jetzt habe ich erneut einen Beleg hochgeladen und warte auf Rückmeldung sowie auf die Gewinnauszahlung.

Dear Olga68,

Thank you for bringing this to our attention.

Kindly be informed that the bank statement you provided was a screenshot.

Please be informed that you should provide ownership confirmation or a bank statement for AT8*********5070, in the original PDF format, showing the name of the cardholder and the deposit(s) made to the casino.

If you have any further queries, please do not hesitate to ask.

Kind Regards,

Slotexo Casino team

Hello Slotexo team, I've uploaded it again as a PDF. However, I was informed that screenshots and photos are also accepted.

Hallo Slotexo Team, ich habe es jetzt erneut als Pdf hochgeladen. Ich bekam aber die Information, das auch Screenshot und Fotos akzeptiert werden.

Hello, I've been doing this again yesterday and today because I keep getting a message asking me to upload a bank statement with my details and the deposit details as a PDF. I've been doing this daily now. My bank statement is correctly generated from my online banking, along with my account details (account holder, IBAN, etc.) and the deposit details, all in PDF format, and nothing has changed. Why isn't this being accepted?

Hallo, ich habe jetzt gestern und heute erneut, weil immer wieder die Meldung kommt, ich soll einen Kontoauszug mit meinen Daten und ersichtlich mit der Einzahlung per pdf hochladen. Mittlerweile mache ich das schon täglich. Mein Kontoauszug ist korrekt aus meinem Online Banking erstellt, sowie meine Kontodaten (Kontoinhaber, IBAN usw.) und der Einzahlung, alles per pdf und nichts verändert. Warum wird das nicht angenommen?

What should I do with it?

Was soll ich damit machen?

Hello, now that the second payout has been processed, I'll mark this complaint as resolved. Thanks again for your support and sharing your experience. Best regards

Hallo, nachdem jetzt die 2. Auszahlung erfolgt ist, werde ich diese Beschwerde auf Problem behoben setzen. Vielen Dank nochmal für die Unterstützung und den Erfahrungsaustausch, LG

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Olga68,

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,

Romi