Slot10 Casino - Player claims that payment has been delayed.

Ich habe 14 € eingezahlt, habe jetzt 50euro auf dem Konto möchte diese gerne auszahlen. Der Support sagt ich muss für eine Auszahlung 26 € (habe nur 14€ eingezahlt) den rollover Wert 5 mal umsetzen! Bei einer Auszahlung??

Dear Bologe,

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

Dear Kristina, 

We reviewed the case, and the issue concerns the rollover requirements that we have. 

In the Casino’s Terms and Conditions, it states: 

"7.3.12. Prior to withdrawing, a customer needs to complete a 5 times rollover of their deposits. Towards the rollover are counted all settled sports bets with min odds 1,6 or higher (Running, Cash-out bets, Tie (Draw), Cancelled, Refunded, Denied bets, or bets placed on multiple outcomes of the same event are not considered towards the calculation of the rollover; and casino bets placed with minimum or no risk).  In case a customer doesn’t meet the requirement of a 5 times rollover of their deposits, Slot10 reserves the right to reject or charge the withdrawal request with up to an 8% administrative fee." 

Full T&C here: https://slot103.com/pages/terms-and-conditions  

In this case Bologe deposited 14 EUR and began playing, accumulating winnings and requesting a withdrawal of 50 EUR, however failing to complete the 5x deposit rollover. Therefore, the withdrawal request was rejected. 

Our actions are entirely based on the Casino’s Terms and Condition. 

Best Regards,

Slot10 Casino Team

Dear Bologe,

Have you received your withdrawal from the casino yet?

Dear Bologe,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hallo,

Nein habe ich nicht

Bologe, Slot10 Casino Team advised you in their message here to complete the deposit wagering requirements in order to request a withdrawal. Have you already done that?

Dear Bologe,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.