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

I have been waiting since the 7th April for my withdrawal. On the site it says that the withdrawal times are between 24 and 48 hours, then when you speak with chat, you are advised that it can take between 7 and 21 working days, so potentially longer. I noticed that the money withdrawn from my account was made to two different people in two different locations. This is potentially a fraudulent , money laundering site and many reviews on trust pilot all say the same

Dear Pamela,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please confirm that you have completed account verification successfully in the past? Have you received any funds previously or this was your first withdrawal request?

Do I understand correctly that the payment is still pending inside your account without being processed?

Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

This seems unreasonable given that they have already had 18 days. This is also still showing as" awaiting" and account has been verified with effect 7th April

Thank you very much, Pamela, 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.  

thank you

Hello Pamela,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Mr Sloty Casino to the conversation and to aid in the resolution of this complaint.

Dear Mr Sloty Casino,

Can you provide any update regarding the player's withdrawal and the delays in receiving it?

Thank you Adam

Hello Pamela,

Thank you for the update.

Dear Mr Sloty Casino

Please respond and clarify the situation.

according to a chat, which I have been sent transcript of, I am only entitled to 10x the amount bet, which was £60 in the space of 1hour and 20 minutes, on the 7th April. Should that be the case then my winnings amount should have been honoured as 10x£60 is £600, so therefore £375 is under their recommended allowance. However they are saying that they are only taking into account the last be amount of £20...minus any additional money that they seem justify for their own unscrupulous ends...so I am entitled to £80? Seems more than illegal.

Hello Pamela,

Thanks for the additional information.

I have found this rule in the casino terms and conditions:

"8.3.1 If a player's accumulated life time deposit is not greater than 200 euros, then the player will be allowed to withdraw only up to x10 his last deposit. (Any excess amount will be forfeit)"

I couldn't find any information regarding 10x the last bet amount.

Could you confirm the amount of your last deposit?

We believe rules such as this to be unfair and predatory, and against our fair gambling codex (https://casino.guru/fair-gambling-codex-for-casinos#hidden-predatory-rules).

Dear Mr Sloty,

Please clarify which rule is the reason for the reduction of the player's winnings.

The last bet amount was £20, total bet was £60. This was all done on the 7th April, within 1 hour 20 minutes. I did not use any additional bonus codes with the last two deposits, only the initial bet. Therefore all money won would not have had any additional compromises

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.

I went on chat to see what the delay was and got fobbed off with generic nonsense. Account reviews include a review of customer information, review status, engagement, and fraud review (e.g. multiple accounts or terms and conditions violations). Game controls involve checking the progress of the game and determining if there are any irregularities in the game logs. There were times when gamers used sophisticated software to cheat. Therefore, our specialists need to consider all aspects of the audit before proceeding with the financial audit and finalizing the process. Financial reviews include a review of transaction history, deposit methods used, withdrawal amount, bank details review and any review of our terms and conditions that relate to funding.

Since we haven't heard from you, we will close Live Chat now. You can come back when you want. Thank you for using our Live Chat! I think it is safe to say that the only ones who are involved in cheating and are requiring financial auditing are Mr Sloty.

Dear Pamela,

I have tried to get in touch with the casino repeatedly but had no success. Since 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 them.

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 wish I could have been of more help.

Best regards,

Adam