The player from Austria experiences issues claiming winnings of 63.36€ after free spins at Slotexo. Despite contacting support multiple times and providing all required details, the issue remains unresolved after 14 days, leaving him questioning if the casino is stalling.
Slotexo Casino - Player's winnings are delayed after free spins.
Amount: €64
Slotexo Casino
Safety Index:Above averageSafety Index
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7.2
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Case opened
Current status
Waiting for Casino Guru to reply
4d 7h 35m 3s
Case summary
2 days ago
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4 days ago
Translation
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.
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3 days ago
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.
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3 days ago
Translation
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.
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3 days ago
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Here are the screenshots again in the attachment. I hope they are there now.
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3 days ago
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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.
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3 days ago
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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.
Edited
Automatic translation:
Casino Guru is examining the case
