The player from Hamburg had won €8,000 but faced withdrawal issues as the casino restricted his limit to €1,000 per week due to a VIP promotion restarting. Previously, he had been able to withdraw €5,000 per week, and he was frustrated that the new limit was not stated in the terms and conditions. The issue was resolved after his withdrawal limits were returned to the original withdrawal limits of his VIP account. The Complaints Team marked the complaint as resolved following the player's confirmation of the issue's resolution.
Slot Mafia Casino - Player's withdrawal has been delayed.
Amount: €7,000
Slot Mafia Casino
Safety Index:Fresh casinoSafety Index
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6.8
Slot Mafia Casino is a new online casino, which makes it more difficult to evaluate it. Based on our current findings, it has a Safety Index of 6.8. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 weeks ago
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3 weeks ago
Translation
Hello,
I won €8,000 at the casino and would like to withdraw it. I've withdrawn money from this casino several times before. I was always able to withdraw €5,000 per week. Now the casino is rejecting my withdrawal because I'm a VIP member and the VIP promotion has been restarted. I now have to wager €5,000 per week for my withdrawal limit to be raised back to €5,000 per week; otherwise, I'll only be allowed to withdraw €1,000 per week.
This means that I need 8 weeks to receive my €8,000.
The terms and conditions state that regular players can withdraw €3,000 per week or €15,000 per week. VIP players can withdraw €5,000 per week. The reduction to €1,000 per week is not mentioned anywhere in the terms and conditions.
Thank you
Florian
Automatic translation:
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3 weeks ago
Dear Rfx1991,
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.
Can you confirm if you have received any direct communication from the casino regarding the changes in the withdrawal limits for VIP members?
Could you please confirm that you have passed the KYC verification?
Did you accumulate your winnings with or without an active bonus?
Could you please share your communication with the casino regarding the withdrawal limits? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Dominika
Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.
The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.
Stay cautious and contact us directly if you have any doubts.
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3 weeks ago
Translation
Hello Dominika,
Thank you for your reply. I am fully verified at the casino. The VIP program is a promotion and apparently always lasts several months. Shortly before the promotion ended, the manager informed me via email that the program would soon end and that I would have to wager €5,000 per week and €20,000 per month to continue withdrawing €5,000 per week. Otherwise, the casino reserves the right to reduce my withdrawal limit to €1,000 per week. See email attached.
However, since I still have €8,000 in my account and would like to withdraw it, I obviously don't want to bet €5,000. I'm playing without a bonus.
Automatic translation:
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2 weeks ago
Dear Rfx1991, have you contacted the casino directly to inquire about why they are restricting your withdrawal to even smaller limits than what's stated in the terms and conditions for regular players? It might help to ask them for clarification on this matter, especially since the €1,000 per week limit is not mentioned in their official terms.
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2 weeks ago
Translation
Hello Dominika,
I used the €7,000 to deposit €5,000 and was then able to withdraw €4,000. It's not stated in the terms and conditions, but the issue has been resolved.
Thanks
Automatic translation:
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2 weeks ago
Dear Rfx1991,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it 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, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Dominika
Casino.Guru
