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Subject: Formal Complaint – Predatory withdrawal practices and violation of EEA payment standards

Detailed Explanation: after 16 years of gambling this is the worst behavior i have ever encounter.

I am filing this complaint against Slots Gallery because they engage in predatory practices targeting Norwegian players and most likely other countries. I am fully verified, yet the casino continues to block my withdrawal requests despite me providing all documentation.

Key points of my complaint:

Verification: My account is fully verified. There is no legitimate reason for them to hold my funds.

Payment Processing Hypocrisy: I made two deposits totaling 6,000 NOK using my Revolut card. The casino accepted these funds instantly. However, they refuse to process a withdrawal to the same account. This is a direct violation of standard payment procedures.

Violation of EEA Standards: By accepting funds from a specific payment method and then refusing to process a return to the same source, the casino is operating in bad faith and violating fundamental principles of fair payment handling under EEA regulations. I specifically reference the standards for anti-money laundering and fair financial conduct (referencing Article 9 principles).

Exploitation of Norwegian Banking Regulations: The casino insists on processing my withdrawal via bank transfer to a Norwegian bank account. They are fully aware that Norwegian authorities have legally mandated that Norwegian banks must block incoming transactions from gambling operators. By forcing this method, the casino is knowingly sending funds to a "closed door" while claiming they have "processed" the payment. This is a calculated, predatory tactic to seize player funds by forcing them to use an impossible withdrawal method.

Spam and Predatory Behavior: While holding my funds, they continue to spam my email with bonuses and promotions for their 40+ sister sites within the Hollycorn N.V. network. This shows a total lack of integrity.

The Principle: This is not about the money. While 8,000 NOK is a small amount, I am pursuing this strictly on principle. I refuse to let an operator exploit players through such dishonest systems.

Requested Outcome:

I demand that Slots Gallery stops their stalling tactics and returns my funds to the source of payment (my Revolut card). I have already initiated a chargeback process via Revolut due to this illegal conduct. I am sharing my experience publicly to warn other Norwegian players about this network’s systematic fraud. See my attached proof of the loop they are trying to tire me up thats never gonna happen. I do have a lot more chats and mails if needed.

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Dear Realjoker6000,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Thank you for your reply.

I understand the 14-day rule, but this is not a standard processing delay. The withdrawal has been pending since March 4, and the casino is providing conflicting instructions.

Here is the situation:

Original method refused: The casino refuses to return funds to my original deposit method (Revolut).

Crypto refused: They also refuse to process the withdrawal via Cryptocurrency.

Non-existent options: Support (Bill) keeps recommending MiFinity and Jeton. However, these options are not available in my cashier profile. I have sent screenshots to the casino proving this, but they ignore it.

Bank risk: They are now pushing for a Norwegian bank transfer. This is blocked in Norway, and my bank has warned me that they will close my account if I receive funds from gambling operators.

I am cooperating fully, but the casino is playing a "cat and mouse" game by suggesting payment methods that do not exist for my account.

I have attached screenshots of my cashier and the conversation with support. I ask you to look into this now, as the casino is intentionally making it impossible to withdraw my winnings.

Kind regards,

Dear Realjoker6000,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hello Petronela. I hope you are having a wonderful day. Thank you for your continued assistance with my case.

​The casino refuses to cooperate or find a functional solution. They are insisting on a bank transfer to my local Norwegian bank. In Norway, banks are legally required to block transactions to and from gambling companies. This is why I, and many other players, use independent payment methods like Revolut, MiFinity, Jeton, or Luxonpay. These methods are reliable and allow us to manage our funds without interference from local banking restrictions.

​SlotsGallery accepted my deposit via Revolut instantly, but they are now blocking the withdrawal to the same source. They are also giving me contradictory information regarding the availability of e-wallets in my region. By forcing a bank transfer that they know will fail, they are effectively trapping my winnings.

​I hope you can help me hold them accountable for this unfair practice.

Hello Petronela. The casino just sent me another copy-paste response.

​They claim their support team has no "technical ability" to offer other methods. This is a standard excuse to avoid paying out. They are still forcing a bank transfer to Norway, knowing it will be blocked.

​Crucially, they refuse to address why they could accept my Revolut deposit but cannot process a Revolut withdrawal. If their system can process the money in, it can "process" it out. This is a clear case of bad faith.

​They are hiding behind system protocols to trap my funds. I refuse to use a withdrawal method that is legally blocked in my country when functional alternatives like Revolut or Crypto exist. I need your help to demand a manual payment.

Hi Petronela,

​I have an urgent update regarding my case.

​The casino (represented by "Brooklyn" officially gave me the green light to withdraw my funds to my Lithuanian Revolut IBAN to resolve the previous "technical issues" with Norwegian banks. They explicitly asked me to submit a new request using this method.

​However, as soon as I followed their own instructions and submitted the withdrawal to my LT IBAN, they cancelled it again.

​As a player with 16 years of experience, it is now clear to me that SlotsGallery is intentionally stalling and acting in bad faith. They are providing me with false solutions only to cancel them minutes later. This is a systematic obstruction of my payout and a clear case of IBAN discrimination.

​They are currently holding my 8,000 NOK hostage while playing games with their own support instructions. I have documented the entire conversation where they promised to process the LT IBAN withdrawal.

​I request that this is noted in the complaint as a deliberate breach of agreement by the casino.

​Regards,

Valmir

have attached two screenshots that prove SlotsGallery is using a deliberate strategy to block my 8,000 NOK payout.

Image 1 (Deposit): Shows Revolut is fully active for taking my money.

Image 2 (Withdrawal): Shows Revolut has been manually disabled for returning my money.

This is not a technical error. It is a documented trap for Norwegian players.

Furthermore, the casino officially gave me the green light to use my Lithuanian IBAN as a solution, only to manually cancel the withdrawal immediately after I followed their instructions.

I chose this casino because it is promoted and recommended by Casino Guru. I trusted your rating. If a casino that you promote is allowed to accept deposits via one method and then intentionally block withdrawals via the same method—while breaking their own written agreements—it severely impacts the credibility of the Safety Index.

I expect Casino Guru to hold them accountable for this documented bad faith. I am not asking for a review, I am asking for the funds they have already agreed to pay.

Dear Realjoker6000,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Peter Č., peter.c@casino.guru. This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Karla Mayfly

Hello there,

Thank you Realjoker6000 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Slots Gallery Casino for their help in resolving this complaint. We would like to know what the issue is with the withdrawal and what we can do to help the player receive their winnings.

Thank you!

Thank you for taking on my case. I really appreciate your help in resolving this. Iam pretty sure many Norwegian players have the same issue.

Dear Peter,

Thank you for your assistance with this case.

I am reaching out to you because I find the latest response from SlotsGallery unacceptable. They are now claiming that a written promise from their own support agent is not binding. As a player, I must be able to trust the information provided by the casino's official representatives.

Their internal communication issues between Support and the Payments Department should not be my problem. They are one company, and they are responsible for the agreements they make with their customers.

I have offered several flexible solutions to solve their system issues,including receiving the funds via Crypto or a manual transfer. Their refusal to use these simple methods proves they are intentionally obstructing my withdrawal. I have all the documentation ready and I trust you see through these excuses. I am simply asking them to honor their word and pay my 8,000 NOK.

Best regards,

Valmir

Dear Peter

Thank you for following this case. I have now received the final response from Slots Gallery, and they are refusing to be flexible. They claim their system cannot perform manual transfers or use Crypto, even though they admit that the current bank transfer options to Norway are failing.I have told them many times that I cannot use a Norwegian bank account because the banks in my country block these transactions. By forcing me to use a method they know will fail, and refusing to use a manual or Crypto solution, they are effectively making it impossible for me to ever receive my 8,000 NOK. This feels like a trap where they accept my deposits easily, but use technicalities to keep my winnings. Since I have been more than willing to find a solution and they refuse everything, I kindly ask for your help to resolve this unfair situation.

Best regards

Valmir

Dear Casino Guru and Player,

Thank you for taking the time to share such a detailed explanation of your situation. We are very grateful for your patience.

We understand how concerning this situation must feel, especially when you have made efforts to follow the provided instructions and find a suitable solution. Please note that the withdrawal methods available in a player’s profile are determined based on the registered country, and these options are provided accordingly.

We have conducted a thorough check of your case, and unfortunately, due to technical limitations, we are unable to proceed with withdrawals to Lithuanian bank details. In this situation, we would greatly appreciate your cooperation in using a bank account from the country specified in your profile, as this will help ensure a correct withdrawal process.

Best Regards,

Slotsgallery Team

Dear Peter and Slots Gallery,

This response from the casino is highly misleading. I am a resident of Norway, and Slots Gallery accepted my deposits knowing this. They are now claiming "technical limitations" regarding Lithuanian bank details because I am using Revolut – which is the only reliable way for Norwegian players to handle casino transactions since our national banks block them.

The casino is asking me to use a bank account from my registered country Norway, but as I have already explained multiple times, Norwegian banks block all transfers from unlicensed casinos. The casino is fully aware of this. By forcing me to use a Norwegian bank account, they are intentionally directing my 8,000 NOK into a transaction that they know will fail.

It is unacceptable that a casino accepts deposits from a country but refuses to provide a working withdrawal method for players in that same country. If they cannot pay to Revolut and they know Norwegian banks block transfers, they must process this via Crypto or a manual transfer. Anything else is just a way to avoid paying me my winnings.

Best regards,

Valmir

Thank you to both parties for the update.

Dear Slots Gallery Casino representative, as the player explained, they have an issue using the bank account registered in their country. Would it be possible to provide an alternative that could resolve the matter? Thank you in advance for your clarification!

I would like to close this complaint. The issue has been resolved to my satisfaction through other channels, and I no longer require any assistance with this case. Thank you for your time and help

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

Dear Realjoker6000,

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,

Peter