The player from Oregon had requested a withdrawal less than two weeks prior to submitting his complaint. His money hadn't been received at that time. The player had encountered issues with the casino's sudden request for KYC verification and accusations of owning multiple accounts. He had asked for his deposit of $50.09 to be returned and was informed that he could only use it for play within the casino, not withdraw it. After over two weeks, the issue had been successfully resolved.
Slot Heist Casino - Player believes that their withdrawal has been delayed.
Amount: $129
Slot Heist Casino
Safety Index: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.
4.9
Slot Heist Casino has a Safety Index of 4.9, which means some of the considered factors point to a low level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
8 months ago
Public
Public
9 months ago
I made a deposit and I completed all the wagering requirements then as soon I decided to withdrawal they tell me I need to submit KYC documents even though the casino does not require KYC. Then the try and tell me I have multiple accounts even though I don't. I have never used any other account on this casino ever. My apartment complex has a complex wifi system that all the residents can use so I don't know if any other residents have accounts on this casino so how they can say they are my accounts is ridiculous. So now they don't want to pay my winnings so I just told them to just give back my deposit of $50.09 they can keep the rest I just want my money back. I don't want to use their casino ever again
Public
Public
9 months ago
Dear twistedmustache6,
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,
Complaints Resolution Center
Public
Public
9 months ago
The casino does not require it players to go through KYC verification but all of a sudden for me they want me to submit KYC. I have already done that still I'm waiting.. I just want my deposit back
Public
Public
9 months ago
All they continue to do is give me the run around telling I'm going to receive an email from the support staff but I never do. They are trying to tell me that I have multiple accounts but I honestly only have 1 account. So I said screw it if they wanna screw me out of my winnings claiming I have multiple accounts whatever just return the $50.09 I deposited and they can take the winnings and shove them. Now they are trying to say they leave my deposit amount but I'm only allowed play the money in the casino I'm not allowed to withdrawal the money I deposited. That's not right if I don't want to use my money there I should be forced to
Public
Public
8 months ago
Dear twistedmustache6,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Kristina
Casino.Guru
