The player from Germany had made numerous withdrawal requests totaling 168,000€ over the course of two weeks. Despite numerous assurances from the casino, the funds had not been released. The player's account had been verified and the winnings were accumulated without an active bonus. We had attempted to contact the casino multiple times, but received no response. As a result, the complaint had been marked as 'unresolved', which could have negatively affected the casino's rating. We recommended the player to contact the Curacao Interactive Licensing Gaming Authority for further assistance.
Slootz Casino - Prolonged delay in player's withdrawal of a large amount.
Black points: 7,600
Amount: €168,000
Slootz Casino
Safety Index:Very lowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
1.6
Slootz Casino has a Safety Index of 1.6, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
9 months ago
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11 months ago
i have 45 withdrawals in a total amount of 168.000€ couple of them are from 15.01/16.01/17.01 since them nothing happend.
and they only say they forwarded and I asked them are they a scam or real casino they said really I have emails from them and chats that I can send you please help me this is a big amount in total of withdrawals (168.000€)
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11 months ago
Dear Bedo68,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
- Could you please advise if it was your first withdrawal in this casino?
- Have you accumulated your winnings with or without an active bonus?
- Was your account successfully verified already?
- If you wish to forward any relevant communication or supporting evidence, my email address is petronela.k@casino.guru.
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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it. Looking forward to hearing from you. Thank you in advance.
Best regards,
Petronela
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11 months ago
Translation
hello Petronela,
Yes, these are my first deposits.
I had deposited €30 on December 29th, 2023 and had to wager it, then I made a profit of €1080 on the €1.80 slot and the bonus expired. I then wanted to continue playing and then pay out €1,000, but then I kept getting the payouts Cancel and continue playing.
(Without wager) I played real money and made a profit with a €32 slot (€64,000) and won very high on other games like scroll of dead (€57,000) and also very high on Sweet Bonanza (€37,000).
I keep getting an email saying it was forwarded.
But I was told that the payouts had been confirmed upon approval, you can also see this and one of the support confirmed to me that my winnings were correct and that I had not violated any rules. I have all the chats!
Account verified
Payouts have been confirmed upon approval.!
However, I don't know whether slootz will pay out the first money at the end of the month because all payouts have been confirmed by approval.
15 payouts from January 15th
20 payouts from January 16th
10 payouts from January 17th
everyone is on approval and that means approval
Please help me
Automatic translation:
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11 months ago
Thank you very much, Bedo68, for providing all the necessary information. I will now transfer your complaint to my colleague Dominika (dominika.l@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.
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11 months ago
Hello Bedo68,
This is Dominika and from now on, I will be taking care of your complaint. I have reviewed your case and will try my best to help you by contacting the casino.
Best wishes,
Dominika
Casino.Guru
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11 months ago
Translation
Hey Dominica
Thank you very much, I am waiting for your message
Automatic translation:
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10 months ago
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.
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10 months ago
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 Curacao Interactive Licensing Gaming Authority (info@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 (dominika.l@casino.guru). I am sorry I could not be of more help on this occasion.
Best regards,
Dominika
Casino.Guru
