The player from Germany is dissatisfied with the withdrawal process. He has been waiting for a withdrawal since August. We ended up closing the complaint as ‘unresolved’ because the casino failed to reply.
Mr Sloty Casino - Player’s withdrawal hasn’t been processed.
Black points: 69
Amount: €400
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.
1.2
Mr Sloty Casino has a Safety Index of 1.2, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
3 years ago
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3 years ago
Translation
This is the biggest juice shop anywhere.
I made a withdrawal on August 12th. And to this day not seen a single cent.
I keep getting excuses from overloading the finance department.
That I should be patient, that it can sometimes take longer. Currently 68 days have passed. And still there is no money.
I'm sick of this scam site. I'll show the whole store up. 68 days are up to date and I should still be patient. They want to incinerate me.
Automatic translation:
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3 years ago
Dear Baris,
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 successfully passed the KYC verification?
What is the status of your withdrawal, please – is it pending or processed?
Additionally, please forward any relevant communication between you and the casino 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
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3 years ago
Translation
Hello, I am verified and I made a payout once and that worked after I only got a fraction of my win because I had not yet made a long-term deposit of 200 euros.
I've been waiting since August 12th and always get the same answers in the live chat. They say I should be patient and the people in the finance department should have a lot to do because it is a difficult process and you have to analyze everything thoroughly.
The status is still ,, pending ,, according to live chat it is ,, waiting ,,
I've written almost 50 emails and always get the same answers that I should be patient. However, in the end my patience is so that I have not written my email so friendly anymore. I haven't received any replies to my emails for 2 weeks.
Automatic translation:
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3 years ago
Translation
This is the last message. Since then I have written almost 10 times, unfortunately no more answers
Hi there,
We sincerely apologize for the delay, sometimes the withdrawal process takes a little longer or a little less than 21 days, depending on the current withdrawal volume and banking process. There is a whole withdrawal process and certain steps that cannot be skipped so it will take some time to review all of the gameplay to verify that they have been followed from the start. And then there is the banking process, which unfortunately we cannot speed up.
Please be patient, your withdrawal should be processed early enough.
Thank you for your understanding.
Kind regards,
Vaya
Customer support team
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3 years ago
Thank you very much Baris for your reply. I will now transfer your complaint to my colleague Peter 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.
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3 years ago
Hi Baris,
I have looked at your case and understand the situation. I will contact the casino and see if I can help. However, I have to warn you that the casino doesn't always reply to complaints published on our website. I would like to invite Mr Sloty Casino to the conversation to participate in the resolution of this complaint.
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3 years ago
Translation
Ok I hope you can go further than me. Everything is blocked for me and will continue to be held in the chat that I should be patient
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3 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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3 years ago
Hi Baris,
I tried to get in touch with the casino repeatedly but had no success. Since the casino has no valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. I’m afraid, there is not much 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 could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I wish I could be of more help.
Best regards,
Peter
