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

I am verified and submitted withdrawal on 21st March for bank transfer. I have contacted live chat and send two emails but keep getting told the following (nearly word for word each time.)

Your withdrawal is currently going through the standard checking procedure. We sincerely apologize for the delay, we are experiencing a high volume of requests which has slowed down the processing. Unfortunately, we do not have an update at the moment, but as soon as we do, you will be informed.

We appreciate your patience and understanding.

so after two months I am not confident. I also have another $600 in my account I wish to withdraw but can only have one withdrawal at a time. Any assistance would be greatly appreciated.

Apart from slow withdrawal I find this a good site, with wide selection of slot games. Much thanks in advance, Kirsty

Dear BarneyTheAngus,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Do I understand correctly that your withdrawal is still pending inside your account without being processed? Have you been given any explanation what caused the delay?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but more than two months is an unusually long time.

For future references, I can only recommend checking our Casino list for the best gambling establishments. In this way, you stand a very good chance to avoid any misunderstandings and disappointments.

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

Hi Petronela,

correct, still shows as processing, and they say it needs to undergo a review of games played which takes time..... however I think I have given enough time. The status on my account history shows it as "awaiting"

regards Kirsty

Thank you very much, BarneyTheAngus, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.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.  

Hi BarneyTheAngus,

I've reviewed your case and fully understand your concerns about the delay of the payment. I'll try my best to help you with the issue by contacting the casino.

I'd like to ask the Mr Sloty Casino team to join this conversation and share more information regarding the issue. Can you please provide any reasons of why the player's withdrawal request has been pending for more than 2 months so far?

Best regards,

Natalia

Dear Mr Sloty Casino team, I'd like to ask you to reply to this complaint. Any updates from your side?

I'm extending the timer by 7 more days. Unfortunately, if the casino fails to respond in the set time frame, we will close the complaint as "unresolved".

Regards,

Natalia

I would like to add an update. The following email was received today (more than 90 days after my withdrawal request so they not sticking to their own terms)

"Hi Kirsty,

Please be informed that your withdrawal request was declined and the funds are now available in your account's balance.

As per our terms & conditions, Mr Sloty fraud and risk team occasionally runs automatic and manual checks on all transactions.

Transactions identified as high risk may be held for a period of up to 90 days. If you think your transaction was mistakenly flagged, you may submit a new withdrawal.

We appreciate your accommodation for the inconvenience this may have caused. We apologize for these unexpected delays and we'd like to thank you for your understanding.

Regards,

Mr Sloty"

I have requested my withdrawal again - this time for the amount of $900 as I had money in the account. I do not think the above gives any reason for my request to be declined. So I hope it was mistakenly flagged, and hope my new withdrawal does not take another three months. I would ask Mr Sloty to give further information on the decline please.

Thanks to Casino Guru for their assistance.

Regards

Kirsty

We would like to ask the 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, we will close the complaint as ‘unresolved’.

Hi BarneyTheAngus,

I'm very sorry, but since we haven’t received any reply from the casino regarding the issue, we cannot continue resolving this complaint without their cooperation and we are now forced to close it as ‘unresolved’.

My apologies for not being of more help, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

Regards,

Natalia