Slootz Casino - Player's withdrawal is delayed and they cannot access the account.

I have made 350 euros withdraw over 1 week ago. My account has been verified but still i wont get the money. I have sent them plenty of emails but nobody wont answer me. I also cant log in to my account anymore.I Think site site is somekind of hoax and i wont see my money ever. I didnt play with bonus money .

Dear Gunnner,

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.

• Could you please advise when was the last time you succeeded in accessing your casino account?
• Have you tried any other devices to access your account?

Additionally, please forward any relevant screenshots and try to clear cache & cookies. My email address is petronela.k@casino.guru.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 800 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.



I think i made withdraw last monday and my account was verified at the same day. I was able to log in to my account whole last week. My withdraw was all the time "Pending".

Since yesterday, i havent been able to log in to my account. Site tells me "invalid password", but for sure, i know its not the wrong one. I have also tried "Forgotten password", but i wont receive any email via them. I have also tried another devices but same problem. Live support just tells "Try again", and wont do anything else to help me. They are not answering my emails or anything.

Dear Gunnner,

From the forwarded screenshots I understand that your account is accessible now.

Have there been any developments since our last conversation, please? Have you received your winnings?

Thank you.

Hei,

en ole saanut voittojani, enkä myöskään ole saanut yhteyttä Slootziin (muuten kuin live-chat, josta ei ole mitään apua.)

Thank you very much, Gunnner, 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.

Hello there,

Thank you Gunnner 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 the player unable to log in and what happened to their withdrawal.

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 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 Curaçao Interactive Licensing (helpdesk@curacaolicensing.com) 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 (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter