Slootz Casino - Player believes that their withdrawal has been delayed.

Hello,

I deposited 353 SEK on 2023-10-15 and by the day after i had managed to complete the wager and wanted to withdraw my 3016 SEK that i had managed to win.

Verification went smooth but it´ s now been over a week and the money is not transferred.

The support responds that they have no control over the withdraw process and since the status for my withdraw is marked as "OK" I should just wait for the transfer to be made.

I also have a mail contact with them that I would happily send along if you guys want.

I just get this weird feeling that it wont arrive so I am hoping you guys could help 😀

Dear coolguy8,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear coolguy8,

Have you received your withdrawal from the casino yet?

Hello,

Still no sign of the withdrawal.

Thank you for your reply, coolguy8. Have you made any successful withdrawals before? Have you accumulated your winnings with or without an active bonus?

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hello,

I have never done any withdrawls before on this site. My winnings were from their welcome bonus that i completed the wager for.

I have gone ahead and sent the entire mail conversation that I had with them.

Please let me know if there is any information you need and I will do my best to supply it.

Thank you again 🙂

Thank you very much, coolguy8, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello there,

Thank you coolguy8 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Slootz Casino for their help in resolving this complaint. We would like to know why is this withdrawal taking as long as it is and if we can do anything to help make it quicker.

Thank you!

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.

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. The casino supposedly operates under a Curacao licence but we're unable to verify which. If you'd like I can provide you with the contact to all 4 of them.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the 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 am sorry we could not be of more help on this occasion.

Best regards,

Peter