The player from Alberta had been attempting to withdraw his winnings since December 26th, but the casino continually redirected him to their finance department without resolving the issue. His account was fully verified and he had previously made a successful withdrawal. The winnings in question were accumulated from a match deposit with a wager. Despite our efforts to invite the casino to respond, they did not cooperate. Consequently, we marked the complaint as 'unresolved', which negatively affected the casino's rating. Unfortunately, the casino was unlicensed, limiting further action.
Slootz Casino - Delayed Payout for the Player.
Black points: 81
Amount: Can$1,000
Slootz 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.
1.6
Slootz Casino has a Safety Index of 1.6, 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
9 months ago
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10 months ago
did a withdrawal on dec 26th and still have not received my money, when i speak to the chat the tell me same thing every time , chat has no say on payouts and they will forward to finance, this has been going on for every day for the past 2 weeks or so, they just copy and paste the same message then say have a good day and end the chat
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10 months ago
Hello richardslarry46,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Slootz Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account is already verified and if yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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10 months ago
Dear richardslarry46,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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10 months ago
Yes my account wad fully verified and I did 1 withdrawal prior over 2 months ago.. the winning was from a match deposit with a wager and I complained the wager
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10 months ago
Hello richardslarry46,
Can you please forward a screenshot of the pending withdrawals and the communication between you and the casino to nikolas.b@casino.guru?
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9 months ago
Thank you richardslarry46 for all the information provided. I will now forward your complaint to my colleague Pavel (pavel.k@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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9 months ago
Hello, richardslarry46!
Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.
I would like to invite the casino to give them a chance to explain their side of the situation.
Thank you!
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9 months ago
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’ which may negatively affect its rating.
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9 months ago
So thats it.. if they don't respond then they just get away with it.. im sure they know this which is why they do nothing
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9 months ago
I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will close the complaint as "unresolved" which will decrease the casino rating. I understand this isn't a satisfactory solution to your issue. However, the change in the rating caused by unresolved complaints might 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. Also, the casino is not licensed, so I cannot recommend you to contact any Gaming Authority. Please let me know if you need help with anything regarding the case or if casino will try to contact you (pavel.k@casino.guru). I am sorry I could not be of more help.
Best regards,
Pavel K
Casino Guru Team
