Slootz Casino - Player's withdrawals are delayed.

i have 4 withdrawal waiting that they are not paying out.

Dear treefiddy1111,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawals.

• Do I understand correctly that the withdrawals are still pending inside your account without being processed?
• Have you been advised why you can’t withdraw your winnings?
• Is it an internal casino system issue, or it’s related to your account only?
• Were your winnings accumulated with or without an active bonus?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but one month is an unusually long time.

However, I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Do I understand correctly that the withdrawals are still pending inside your account without being processed?Correct

Have you been advised why you can’t withdraw your winnings?

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.

Is it an internal casino system issue, or it’s related to your account only?

Seems to be internal

Hi treefiddy1111,

• Were your winnings accumulated with or without an active bonus?

Thank you.

Used a bonus for all bullets, all cleared.

Didn't break any terms, they are just not paying out.

Thank you very much, treefiddy1111, for providing all the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@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.

Dear treefiddy1111,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Slootz Casino representative to join this conversation.

Dear Slootz Casino,

Could you please provide more information about this case?

Thank you in advance,

Mirka

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. 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 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,

Mirka