The player from Germany requested a withdrawal and after 1 month of waiting for the payment, he decided to submit a complaint. The casino required additional documents for the player's verification. After providing the necessary documents, the player re-requested a withdrawal and received the payment within 4 days. The complaint is resolved.
Mr Sloty Casino - Player’s withdrawal has been delayed for a month.
Amount: €500
Mr Sloty Casino
Safety Index:Very lowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
1.3
Mr Sloty Casino has a Safety Index of 1.3, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
Good day,
I've been waiting for my payout of around €600 since January 2nd, 2022. Have witnessed similar cases, as an experienced player know many other casinos and their transaction times.
The 21 days or 48 hours of order acceptance are over.
I contacted support twice, always the same phrases.
I am considering legal action and a journalistic publication. Screenshots and support contact via transmission mail available.
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2 years ago
Dear julianhirmke,
Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Do I understand correctly that the withdrawal is still pending in your account or it has been processed already but never reached you? Could you please advise which payment method you have opted for? Was your account verified successfully in the past?
It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but a month is really a long time.
Nevertheless, I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
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2 years ago
Translation
Hi there,
my account was verified relatively early on. It is about the payment method bank transfer. I also deposited a lot of money through online banking. So MrSloty can't complain. I'm an old player and I know that by and large you lose - different subject.
Currently the amount of about 600€ is still outstanding and I have sent an email to the support. A standard response came with a few wait phrases (large number of requests, check terms and conditions, delicate complicated process...). But my deposits are working fine, huh? As I said, I know a few websites and have experience there. It has never taken as long as it did with MrSloty.
I was also in contact with the live chat. He threw himself into contradictions. At first he has no contact with the finance department, but then he forwards the request. No plausible explanation so far.
I've taken screenshots and evidence for legal action, but I hope that won't be necessary.
Does the provider have liquidity problems? I don't allow myself to be shown, otherwise I'll go all the way.
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2 years ago
Dear julianhirmke,
I'm sure you have checked already our review for Mr Sloty Casino and saw how many unresolved and opened complaints they have with us.
We do not have many options and possibilities how to proceed with these cases as the casino refuses to cooperate with us in resolving the majority of complaints. However, I will set the timer for additional 10 days allowing to casino two full weeks to process the payment and if there’s no development by then we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.
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2 years ago
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I've read the reviews now. Thanks for the work. It's just too bad. Nothing bad happened on my part. I wrote again with the live chat and saved the history.
In the worst case, all like-minded people are welcome to contact me for a collection process.
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2 years ago
I will set the timer for additional 10 days and if there's no development by then, we will try contacting the casino again.
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2 years ago
Thank you very much, julianhirmke, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) 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.
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2 years ago
Hello, julianhirmke,
I am sorry to hear about your negative experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Mr Sloty Casino's representative to join this conversation and participate in the resolution of this complaint.
Dear Mr Sloty Casino Team, could you please state the reason why the player's withdrawal has not been fully processed yet and when can he expect the payment?
Thank you in advance for providing the information.
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2 years ago
Translation
The casino undesirably transferred the money to my player account. I didn't want that and didn't order it that way.
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2 years ago
Translation
After direct chat recording with live support, the following message came:
We need:
- Utility bill or bank statement with your name and address issued within the last 3 months as proof of address (mobile bill not valid),
I'll let you know if everything is running properly and there's just a mega delay. Otherwise there is nothing to note in my account. Got properly verified and played no bonus money or anything.
Account statement will be sent out directly by email in the next few minutes and there will be another payment request.
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2 years ago
Dear julianhirmke,
Thank you for the update. I sincerely hope that now it is on the right track and after providing the necessary document(s) to the casino, you will be closer to the resolution of your issue.
We are still waiting for the casino's response, but in case you achieve any progress, please let us know about it.
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2 years ago
Hello CasinoGuru,
the player sent the required documents. He also started the request for withdrawal again, this time for 500 €.
The request was Approved again, and hopefully, it should be completed soon.
Thank you for your cooperation.
Kind regards,
Mrsloty VIP
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2 years ago
Greetings all,
Thank you, Mr Sloty Casino, for the update.
Dear julianhirmke,
Could you please confirm that you requested the new withdrawal of €500?
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2 years ago
Hello CasinoGuru,
the player's withdrawal request was successfully completed, and the money is sent to his bank account. The player was informed about that and was thankful to hear it from us.
The player and we are looking forward to our future cooperation.
Thank you, CasinoGuru for your successful cooperation.
Kind regards,
Mrsloty VIP
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2 years ago
Translation
Hello, everyone,
a quick and friendly turn. I received the money, had a very friendly email contact and was politely messaged on whattsapp.
I can only say that the casino really checks documents very carefully for the first time and proceeds precisely. I can still imagine playing there and can only say that apart from the long waits and chat phrases I can't report anything negative in between.
Reputation Casino + again! I am happy to tell you about further games and possible deposits and withdrawals.
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2 years ago
Great news! Thank you very much, julianhirmke, for confirming and for using the Casino Guru complaint resolution centre. I am very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.
Thank you, too, Mr Sloty Casino Team, for providing information and for your cooperation.
Best regards,
Branislav, Casino.guru
