Slot Mafia Casino - Player’s withdrawal is delayed and communication is blocked.

Accepted withdrawal January 5th. $600.04

I contacted them 10th January saying I hadn't received payment. I got a reply saying it could take 10 business days and that payment was pending on my bank side.

I contacted them again January 22nd to say I still hadn't received payment. I got a reply to send a statement from my account from the January 5th date.

I tried to reply multiple times via email and all my emails are going into queue and not sending like they are now blocking me.

I've attempted to contact them through live chat a few times today. And nobody will talk to me.

I've sent a few messages to their support page with no reply.

I uploaded a screenshot from my bank to show no payment received from date.

Cannot resolve it if they don't even want to talk to me

Dear colinelsum, 

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.

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus? 

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, 

Veronika

1st withdrawal

All verified

Winnings without bonuses

Thank you very much, colinelsum, for providing all the necessary information. I will now transfer your complaint to my colleague Matej (matej.l@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello colinelsum, nice to meet you!

My name is Matej and I will be taking care of your complaint going forward. I've just reviewed this case and fully appreciate your concerns regarding the requested payout. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Slot Mafia Casino to join the conversation and participate in the investigation of this case as well.

Could you please provide more details as of why this player’s withdrawal request is being processed longer than usual? I would also appreciate if you could provide us with any and all relevant evidence.

Thank you for your patience and cooperation in advance.

Hello colinelsum,

Thank you for bringing this matter to our attention.

We want to reassure you that the withdrawal was successfully approved on our end on January 5th and is reflected as completed in our system. However, we understand your concern, and to ensure a swift resolution, we have escalated this issue to our finance department for further investigation. They are currently reviewing the transaction to determine if there were any errors on the payment provider’s side.

We truly appreciate your patience and cooperation during this process. Please rest assured that we are making every effort to resolve the matter as quickly as possible, and we will update you as soon as we have more information.

Dear Slot Mafia Casino, thank you very much for your reply!

Please, keep us posted regarding the investigation, and if needed, any and all proof or sensitive information can be sent directly to my e-mail at matej.l@casino.guru.

Dear colinelsum and Matej,

Thank you for your patience.

We would like to inform you that the payout did not go through successfully and was reversed. The funds have been returned to the account balance. We sincerely apologize for any inconvenience this may have caused.

We recommend placing a new withdrawal request via bank transfer for a smoother transaction. If you encounter any issues or require further assistance, do not hesitate to reach out to our support team.

I would like to thank Slot Mafia Casino support team for promptly dealing with this issue! :)

Dear colinelsum, could you please follow up on the response above, try the bank transfer withdrawal method, and let us know once you get the money? I will keep this complain open until your confirmation of the payout, in case of any further hiccups.

Payment received today. Very happy with the prompt result. Thanks for your assistance in resolving this!!

Dear colinelsum,

We're glad to hear that your issue has been resolved, and once agian would like to thank the support team over at Slot Mafia Casino for a quick response. 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, 

Matej

Casino.Guru