The player from Austria experienced issues claiming winnings of 63.36€ after free spins at Slotexo. Despite having contacted support multiple times and provided all required details, the issue remained unresolved after 14 days, leaving him questioning if the casino was stalling. The Complaints Team reached out to the casino for updates regarding the investigation but received no responses after multiple attempts. Consequently, the complaint was marked as 'unresolved' due to the lack of cooperation from the casino, and the player was advised to contact the Anjouan Gaming Authority for further assistance. Later, after further involvement from the Complaints Team, the casino confirmed that the winnings had been credited to the player's account, and the player confirmed their receiving. The complaint was marked as 'resolved' as the issue was addressed.
Slotexo Casino - Player's winnings are delayed after free spins.
Amount: €64
Slotexo Casino
Safety Index:Above averageCase closed
RESOLVED
Case summary
I know it's not a huge amount, but for me, it's about the principle.
Hello. I played at Slotexo and on December 4th, 2024, at 19:24 and 40 seconds, I received free spins on the slot `'Big Bass Vegas Double Down Deluxe'. A 0.90€ bet. Everything was going smoothly until the free spins ended... Then I got a message that said: 'An error has occurred. Please restart the game.' Alright, I did that and noticed that my winnings of 63.36€ weren’t credited. I refreshed everything and waited a bit, thinking it might just take a while. Well, I waited, and of course, nothing was credited to my account. So, I contacted live support and explained the situation.. Provided details like bet ID, the amount won, and so on. I sent everything they asked for, and the support agent said they would forward it to the appropriate department. A few days later, I contacted live support again and explained everything... Then the lady there asked for the 'bet ID, the amount won, and so on.' Of course, I sent everything again that they requested. Then they said it was only being forwarded to the right department now because the amount won was missing the first time.... I had included that the first time as well. And every time I contact support, I’m just told to be patient. Blah, blah. It's now been 14 days. Does only one person work there or what?
I just wanted to ask how long something like this usually takes?
Or are they just stalling me?
Best regards.
Screenshots are attached: Screenshot of free spins, bet ID.
Dear PhilYo,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.
Could you please specify if you see the free spin winnings in the gaming history of your casino account? Alternatively, are they recorded in the history of the game?
Have you received a new set of free spins after you refreshed the game, or have they not been credited to your account at all?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
Hello Veronika.
Thank you for your quick response.
I don't know if you can see the screenshots I've attached. If not, I can email them to you.
As shown in one of the screenshots, this is the betting ID for the game. The stake and the balance are the same. But the winnings are shown as €0.
And as described, I didn't get any new free spins after the games were updated. And the amount I won wasn't credited to my account either.
Here you can also see that there was a break of 2 minutes and 26 seconds. Because I had the free spins then.
I hope I was able to help you.
I wrote to live support again today. As always, the same answer: I should be patient until the relevant department has checked it.
I know it's close to Christmas and they're probably very busy. I just don't understand why it could take so long, as I have provided evidence for my request. I also asked why this review is taking so long... "The man from support said: unfortunately I can't give you a more precise time frame or reason, as I'm not part of this department."
Now I have to wait forever for my money and probably won't even get any compensation.
I specifically waited 14 days before contacting you.
Of course, I can also send you screenshots of the conversation with live support today if you need them.
Update 12/21/2024: Today is the 17th day and something might have happened. Let's wait until Monday... Maybe something will happen.
I contacted live support again today because on December 21st they said there was news about my case.
I wrote to live support twice and pointed out that on December 21st they said there was news about my case. Nothing came of it other than "it was forwarded to the relevant department and the chat was immediately closed."
The update from them seems to mean that they have been waiting for a response from the game manufacturer for two weeks. I'm starting to feel cheated.
Thank you for keeping us updated and for providing me with a screenshot. Do you have any other screenshots, videos, or possibly a game history showing the free spin winnings that were voided from your account? Please understand that without sufficient evidence, we won't be able to continue with the investigation and ask the casino to join the resolution of your complaint.
Well, they weren't canceled, but an error occurred right after the free spins.
1 Screenshot: Error after the free spins, balance: €41.71, winnings: €63.36, stake: €0.90
2 Screenshot: The betting ID that exactly matches the bet stake and the balance. Only 0€ profit.
Yes, the €0.90 was deducted from my account. You can see it in the following 3 screenshots. Spin before the free spins. Spin of the free spins. And spin after the free spins. You can see it in the balance. All 3 in a row. + A screenshot of all 3 directly.
No further update even after 28 days.. They just say that the responsible department is working on this case.
Thank you very much, PhilYo, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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 PhilYo,
I'm Michal, and I've taken over your complaint. I completely understand how frustrating it can be to wait for a resolution, especially when it feels like it's taking too long. In situations like this, any game error must be thoroughly investigated by the game provider, and unfortunately, these investigations can sometimes take a while. There have been instances where similar cases have taken over three months, but I sincerely hope that won't be the case for you. Regrettably, there's not much we can do to expedite the process from our end or the casino's, as we must wait for the game provider to complete their investigation.
I will reach out to the casino to see if there's any way I can assist further.
We would also like to invite Slotexo Casino to join this discussion.
Dear Slotexo Casino,
We would appreciate it if you could share any updates regarding the investigation. What is the most recent information you have on this matter?
Hello Michal.
Thank you for your sympathy.
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.
Dear PhilYo,
While I have reached out to the casino representative and they have requested details of your issue, they later became unresponsive. Despite my repeated attempts to follow up, I have not received any answers to my inquiries. As I mentioned earlier, we recognise that investigations by the game provider can take a lot of time; however, it has been over a month without any progress. We expect the casino to take a more proactive stance by regularly reaching out to the game provider for updates, which unfortunately does not appear to be the case here. The casino representative has not responded to my latest questions, so I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Anjouan Gaming Authority (https://anjouangaming.com/dispute-terms-conditions/) and submit a complaint to them. The Gaming Authority might have more options and tools to help players. Please let me know how they responded at michal.k@casino.guru.
I am sorry I could not be of more help on this occasion.
Best regards,
Michal
Casino Guru
We’ve reopened this complaint at the request of Slotexo Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.
A few days ago I contacted live support again to see if there was anything new. They just told me to write an email to support for news. I did this... twice before I got a reply. They just told me to be patient. I think I've shown enough patience. I've been kept waiting for almost 2 months without getting any information about anything... and of course there's no compensation for this kind of thing.
By the way, I have already sent an email to the Anjouan Gaming Authority and am still waiting for a response.
Best regards.
Dear PhilYo,
We hope you find this message in good health!
We are happy to confirm that your winnings are added to your account and it is available in your Slotexo balance.
Please feel free to proceed further with your Slotexo account.
Thank you for being so patient with us!
We really appreciate it!
Our team wishes you all the best for your future activities!
Best regards,
Slotexo team.
I would like to thank you for this happening so quickly. I can also confirm to Michal that there is now €63.36 in my Slotexo account. My question, however, is: What took so long? Or what was the general problem?
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.
Dear PhilYo,
As per your request we checked with several other departments. Hence, it took some time.
We would like to let you know that it is not in our interest to leave you waiting or unsatisfied with our website. However, we are happy that we are able to help you with your winnings.
Please feel free to proceed further with your Slotexo account.
By the way, we would recommend checking out our latest games in the New Releases category, as our range is constantly growing! Plus, you'll soon be able to find the new Gates Of Hades game exclusively at our Casino from top game provider, Pragmatic! This way you can find your favorite slot machine!
Once again! Thank you for being so patient with us! We really appreciate it!
Our team wishes you all the best for your future activities!
Best regards,
Slotexo team.
Thank you for the recrediting of the player winnigs and for the clarification of the situation, Slotexo team.
Dear PhilYo,
I am glad that our involvement played a role in resolving the situation and that you have received your winnings.
We'll go ahead and mark the complaint as 'resolved' in our system. We would like to thank both parties for their cooperation. 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 Rate 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,
Michal
Casino Guru
