The player from Germany has requested a withdrawal one month ago. Unfortunately, it has not been received yet. The complaint was closed as 'unresolved' because the casino failed to respond. The player requested that the complaint be reopened as the amount of their winnings was reduced without any explanation. Unfortunately, the casino still did not respond and so the complaint was closed as 'unresolved' for a second time.
Mr Sloty Casino - Player’s withdrawal has been delayed.
Black points: 173
Amount: €1,000
Mr Sloty Casino
Safety Index:Very lowSafety Index
Casinos with a Very low Safety Index usually have many relevant complaints from players or other relevant issues. In general, we don't recommend playing at casinos with a Very low Safety Index.
Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
2 years ago
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2 years ago
Translation
Hello, I have requested a payout from the online casino on January 16th, 2022, unfortunately I have not received the money until today. On request in the chat or by email you will be told that the processing is running.
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2 years ago
Dear N. Ah,
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 inside your account without being processed? Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?
It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but more than a month is unusually long time.
However, 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
PS: Could you please advise if the withdrawal from your previous complaint has been received already?
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2 years ago
Translation
When I asked the casino, I was told that the status was still being processed, but unfortunately it hasn't changed for over 4 weeks.
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2 years ago
Thank you very much, N. Ah, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@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 N. Ah,
I have reviewed your case and will do my best to help.
I would like to invite representatives of Mr. Sloty Casino to join the conversation and to participate in the resolution of this complaint.
Mr. Sloty, can you provide any insight into the reason for the delay the player is experiencing?
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2 years ago
We would like to ask Mr Sloty 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.
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2 years ago
Dear N. Ah,
I have tried to contact the casino repeatedly but without success. As the casino has no license and doesn't refer to any ADR service, I’m afraid there is nothing 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 may help to change the casino's approach. I am sorry I could not be of more help.
Best regards,
Adam
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2 years ago
This complaint has been reopened as per the player's request.
Dear N. Ah,
You have stated that although you have winnings of €1000, the casino has stated that they will only pay you the amount of €350 is that correct?
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2 years ago
Translation
Hi there,
Exactly, I had initially requested a payout of €350, then I canceled this amount in order to continue playing, but then won €1000, on January 16th I made a payout of €1000. Now I have been written off by the finance department that I should agree to receive only the amount of 350€ and the 650€ will be forfeited as my first withdrawal was only 350€. Which makes zero sense to me. I initially stated that they would transfer the 350€ to me, if not the whole profit would be forfeited, just like the 650€. I would like the casino to send me the remaining 650 honestly won as well. The transaction history says that the amount of €650 was paid out manually, but not to me.
Kind regards
took
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2 years ago
Hello N. Ah,
Could I ask you to please forward the e-mail(s) you received from the casino to my e-mail address here: adam.m@casino.guru.
Dear Mr Sloty Casino,
Can you provide some insight into the reason for reducing the amount of the player's winnings?
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2 years ago
We would like to ask Mr Sloty 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.
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2 years ago
Dear N. Ah,
As the casino has still not responded after multiple attempts to contact them, this complaint will once more be closed as 'unresolved'. It can of course be reopened should the casino decide to react.
I am sorry I could not be of more help on this occasion.
Best regards,
Adam
