The player from Japan had had issues with prolonged withdrawal delays from Slot Madness Casino, despite having provided the necessary documents. The player had not received any updates from the casino's finance manager. After the player's complaint had been escalated and the casino had been invited to respond, the casino had confirmed that the payment had been issued to their third-party payment providers for disbursal as a wire transfer. The player later confirmed that the issue had been resolved and the funds had been received. We had marked the complaint as 'resolved'.
Slot Madness Casino - Player's withdrawal is delayed due to communication issues.
Amount: $2,000
Slot Madness Casino
Safety Index:Below averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
6.3
Slot Madness Casino has a Safety Index of 6.3, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
10 months ago
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11 months ago
I encountered issues with the communication regarding my withdrawal. Despite submitting all required documents in July 2023, each time I inquire about my payout, they claim to research it, then ask if I've sent my documents. There's a lack of clarity on the status or any discrepancies. It seems they may not have a record of our previous conversations, and my emails might not be reaching them directly.
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11 months ago
Hello inchikchan,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Slot Madness Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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11 months ago
I provided the ff:
US passport
US driver's liscence with a star note
JPMorgan SOA (credit and debit)
JPmorgan wire infos
WELLSFARGO SOA (credit card and debit) (where they claim i have -2$ but i do not see that in my acc tho.
WELLSFARGO wire details
and i still have not heard from Ele finance manager.
javier told me my docs. are good now but i still dont see any improvement with my case.
i have payouts through
Slotmadness
Club player
Silveroak
Slotsof vegas
Ruby slots
Sunrise Casino
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11 months ago
Thank you very much, inchikchan, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your assistance.
Wish you best luck resolving it.
Regards,
Nick
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11 months ago
Hello, inchikchan!
Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.
I would like to invite the casino to give them a chance to explain their side of the situation.
Thank you!
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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
Jan. 01, 03:48 am
Wire Transfer Withdrawal approved
Requested 2023-12-13 02:29 pm
$-1725.00
They did process this and i am still waiting for their response.
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10 months ago
Greetings all,
I have reviewed the situation and I will see what can be done to assist, if anything further is necessary I will inform everyone here.
Best wishes,
Nick and Slot Madness
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10 months ago
inchikchan, given that your funds from the other casino has been withdrawn, I suppose, that there is the same situation with this one as well. Please, let me know as soon as you will receive your withdrawal.
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10 months ago
Greetings all,
Indeed, as Pavel says payment was issued to our 3rd party payment providers on your behalf for disbursal as a wire transfer inchikchan. With wire transfer we are generally looking at 3-10 business days on delivery to the bank account once paid by the casino, let us know when that comes in!
Best wishes,
Nick and Slot Madness
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10 months ago
As i spoke with Sean Snow this matter is solved and it did hit my acc. Thank you all for the support.
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10 months ago
After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, inchikchan, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time.
Best regards,
Pavel K
Casino Guru
