The player from Germany is facing a withdrawal issue with Slootz, a total of 24,000€ with the first payout of 2,000€ and the later 22,000€ haven't been processed. It seems to be a common practice of Casino to ignore us completely in our attempts to mediate any kind of issue therefore the complain remains unresolved.
Slootz Casino - Player's massive withdrawal delayed.
Black points: 1959
Amount: €24,000
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
10 months ago
Public
Public
11 months ago
Translation
Hello,
I have won 24000€ on Slootz.io.
2023-12-03 14:35 First payout 2000€, have not yet been received at all!
A few days later, there were further payouts, 22000€, which were never processed.. I am in contact with the support, but I am only put off that the money will arrive soon or the payouts will soon be processed and my transactions would have the highest priority. I submitted a complaint yesterday at info@curacaolicensing.com. On Slootz.io, I can no longer play Hacksawslots and many other providers! These games no longer open.
Automatic translation:
Public
Public
11 months ago
Dear Asof15,
Thank you very much for submitting your complaint. Foremost, allow me to congratulate you on your great win.
Please understand that it is a common procedure for casinos to audit players’ accounts, particularly, after accumulating a substantial win. From our experience, it may take 14 days, but every casino is different and has its own procedure which needs to be followed. That’s why we advise players to be patient and fully cooperate with the casino.
- Could you please specify if you have withdrawn any winnings from this casino in the past or if this was your very first game session?
- Was your account successfully verified in the past?
- Have you redeemed any promotional offer when placing your last deposit?
- If there's any relevant communication please forward it to petronela.k@casino.guru.
Hopefully, we will be able to help you as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
Public
Public
11 months ago
Translation
I have been registered with Slootz.io since September 2023.
My account is already successfully verified.
I didn't use a deposit bonus.
This is my first withdrawal from Slootz.io. My chosen withdrawal option and the account is the same as for the deposits. I have played at Slootz.io several times over a longer period of time and have also deposited more frequently.
Edited
Automatic translation:
Public
Public
11 months ago
Translation
In total, as mentioned above, I'm waiting for €24,000.
All payouts are staggered in €2000 increments as Slootz.io has a weekly withdrawal limit of €2000.
Automatic translation:
Public
Public
11 months ago
Thank you very much, Asof15, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. However, I would like to warn you that it seems to be a common practice of Slootz Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy" we keep on trying.
Public
Public
11 months ago
Translation
OK. I would be happy to provide further information.
Automatic translation:
Public
Public
11 months ago
Hello there,
Thank you Asof15 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!
Public
Public
11 months ago
My account is now banned after i contact them again with a email and said that nobody ever got a withdraw. I cant login or reset my password. I am still logedin with another device.
Public
Public
11 months ago
Translation
Slootz has now deleted the existing credit from my account!!
Automatic translation:
Public
Public
11 months ago
Translation
Now I have access to the account again. The password could be reset, but my account balance is still €0!
Automatic translation:
Public
Public
11 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.
Public
Public
10 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. 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
