The player from North Rhine-Westphalia had been unable to withdraw €500 from Slootz Casino, despite having completed the verification process. He had been informed of a backlog at the casino and was also blocked from accessing his account. The player had used the welcome bonus and adhered to all rules. We had attempted to investigate his claim but due to his non-response to our questions and requests for further information, we were unable to proceed. Consequently, the complaint had been rejected.
Slootz Casino - Player's account was closed.
Amount: €500
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
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
10 months ago
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11 months ago
Translation
Hello dear Casino Guru team,
I requested a payout of €500 at Slootz Casino on November 22nd, 2023 but unfortunately never received the payout. The verification was quick and completed completely. Afterwards, when I asked what was happening with my withdrawal, they always said: "The casino has to process a backlock but my money will be in my account shortly. Since the end of December I haven't even been able to log in and when I asked the chat I was told this was a temporary problem and would be fixed quickly. But it still doesn't work. I used the welcome bonus and implemented it completely. I didn't play any banned games. I think I'll probably be able to write off the win, but maybe your team can achieve something.
Best regards
Rayk M***
Edited by a Casino Guru admin
Automatic translation:
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11 months ago
Dear R1CH1C0,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you made any successful withdrawals before?
Have you received any explanation from the casino regarding the blocked account? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can 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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11 months ago
Translation
Hello Kristina,
No, I have never made a withdrawal from this casino. The casino said it was a technical problem why I couldn't log in and that it would be fixed quickly. Unfortunately I don't have any screenshots or anything similar of the communication with Slootz.
Best regards
Rayk
Edited
Automatic translation:
Sensitive attachment
Sensitive attachment
11 months ago
Translation
Hello, I have just contacted the live chat again (see attachment). The answer is the same as it has been for almost two months. I wasn't given an answer as to why I can no longer log in.
Greetings Rayk
Automatic translation:
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11 months ago
Thank you for your reply, R1CH1C0. Unfortunately, probably due to the quality of uploaded pictures, I am not able to read any text from those messages. Could you please try forwarding them in better quality to my email address (kristina.s@casino.guru)?
