Slootz Casino - Player's withdrawal is delayed.

Hello, I requested a payout on the 27th of November, 2023, but have been put off every day since then. Verification has been completed.

Dear florianbachhofer1987,

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,

Kristina

Hello, unfortunately nothing has changed so far. They always say that they are processing backlogs.

Can you help me

..Thanks

Hello again, unfortunately nothing has been done on my account. Payment is still pending processing. Kind regards

Thank you for your reply, florianbachhofer1987. 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, so I haven't paid anything out there yet, it was with a bonus and there is no relevant chat with the casino in the live chat they only say that they can't do anything. Other department should wait but they supposedly pass on my request...

Best regards

Since yesterday, I can no longer access my account according to the chat, my account is active, but I also don't receive an email when I click on Forgotten Password.

Very unfortunate

Thank you very much, florianbachhofer1987, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@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.  

Should he then write to his email or should he contact me via the website

Hello florianbachhofer1987,

I'm Michal and I have taken over your complaint. I have reviewed this case and I will contact the casino to shed more light on this matter.

We would like to invite Slootz Casino to join the conversation.

Dear Slootz Casino,

Can you please provide more information on why the player's withdrawal was still not processed? If the information can't be shared publicly, please forward it to me at michal.k@casino.guru

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.

Hello, unfortunately there is still no payout and I don't want any more

Dear florianbachhofer1987,

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.  Although I discovered this information in the casino's Terms and Conditions, the absence of specific details or contact information for a licensing authority raises uncertainty about its potential usefulness.

Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 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 strongly 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,

Michal

Casino Guru