Slootz Casino - Player's withdrawal is considerably delayed.

I deposited 50€ to their casino and completed the wager, I carefully studied their T&C to ensure I follow it as once before on a casino I missed out on a withdraw since I accidentally broke it, in this situation I have not.

I completed my wager and at the end of it I had 965.51€ in my wallet and according to their T&C I can withdraw 10x my deposit which is 500€.

I sent in a withdrawal request of 500€ the 26th of October (2023-10-26) and have not received it yet, it's soon been 3 weeks.

They have stated in support chat that they're delayed with processing the payments but never received a reason or update on where my withdrawal is at, it's always the same automated message.

I've told them twice that i'll wait a bit longer with no luck so as a last resort I've turned to casino guru to help out and involve slootz.

Additional information:

My account is verified, it's been over 14 days, almost 3 weeks now and I have tried collaborating with them but they are not really giving me anything to work with.

Dear MountainMan1337, 

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?

When was the last time you communicated with customer support regarding the delayed payment?

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, 

Veronika

Hello, thanks for getting back to me so quickly.

This was the first time I am on that casino, never attempted to withdraw there before.

I believe the last time I spoke to them about the delay was last week on Wednesday (2023-11-08 )

Thank you very much, MountainMan1337, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello, MountainMan1337!

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!

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 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