Mr Sloty Casino - Player’s withdrawal has been delayed.

I have been waiting for over 6weeks for a withdrawal and keep getting same response it is being looked into.

Dear Simon,

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

Hi Kristina,

Yes all kyc passed and this is my first attempt at a withdrawal.

Thank you very much for your reply, Simon. Have you accumulated your winnings with or without an active bonus? Could you please advise what is the current status of your withdrawal request? Is it marked as pending or processed?

The winnings was played with a bonus which was played out correctly. The status of the withdrawal is marked as pending still.

Thank you very much Simon for your reply. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) 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.

Hello, Simon,

I am sorry to hear that your withdrawal has been delayed. 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 completely processed yet and what is the estimated time frame for processing the payment?

Thank you in advance for providing the information.

Thank you Branislav

Greetings,

Simon, thank you very much for your email with the update (re-requesting a withdrawal due to missing data in your casino account profile). In this case, I recommend you stay patient and provide the casino with the necessary time to process your payment.

We would like to ask Mr Sloty Casino Team to reply to this complaint. Since a few weeks elapsed until the casino was able to find out the player did not have a completed profile, the process should be quicker this time and the casino should continue the process where it left off, even if it is a new withdrawal request.

What is the estimated time frame for processing this new payment, please?

We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’, which will have a negative impact on the casino's rating.

Dear Simon,

Since we have not received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

I see that their gaming license is unverifiable - the casino probably operates without a valid license. Unfortunately, there are no more options on how you can try to resolve your issue or speed the process up.

In case of any questions, do not hesitate to contact me at branislav.b@casino.guru.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime.

Best regards,

Branislav, Casino.Guru