Slootz Casino - Player’s withdrawal has been delayed.

my withdrawal has been waiting to be processed since 10/27/23. I have sent emails , but I have never received a reply.

Dear cool3r,

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 cool3r,

Have you received your withdrawal from the casino yet?

No. The withdrawal is still awaiting processing

The situation is the same (#30296

300

0.00

EUR

2023-10-27 14:52:45

pending)

Thank you for your reply, cool3r. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

The account has been verified.

Yes, I played with a bonus. The original withdrawal was 1250. They fixed it pretty quickly to 300e. (deposit X 10).

Live chat answer today 14.11.23 -Anna (10:12:33): Thank you for bringing the late payment to our attention. We're currently experiencing a high volume of payment requests, but we're diligently working on clearing the queue and will process your payment shortly

first withdrawal here at the casino.

Thank you very much, cool3r, for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@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.  

Dear cool3r,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Slootz Casino representative to join this conversation and participate in resolving this complaint.

Dear Slootz Casino,

Could you please state why the player's withdrawal has not yet been paid out and when he can expect the payment?

Thank you in advance for providing the information.

Kind regards,

Stefan

the withdrawal is still not processed.

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. 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 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. In the meantime, I recommend you contact the CIL Gaming Authority (info@curacaolicensing.com or helpdesk@curacaolicensing) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (stefan.m@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Stefan