The player from Finland faced issues with three pending withdrawal requests totaling 400 euros since August 25, 2024. Despite having attempted a previous withdrawal that was returned to their gaming account, they received automated responses from live chat and experienced inconsistent information regarding delays and changes in the payment service. The issue was resolved when most of the money was successfully transferred to the player's account, leading to the closure of the complaint.
Slotexo Casino - Player's withdrawal has been delayed.
Amount: €400
Slotexo Casino
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7.2
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 months ago
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2 months ago
Translation
I made my first withdrawal request on August 25, 2024. There are three withdrawal requests in total, amounting to 400 euros. Before these, I had tried once already, but the money was returned to my gaming account for some reason. The withdrawals have still not been processed and the live chat just gives what seems like automated responses and promises. Last time, the live chat "person" changed in the middle of the conversation due to a "shift change." There is always a different story about some delay. Even the withdrawal service has changed. I chose a bank transfer and now it says Zimpler. It seems like the withdrawal is not going to happen at all.
Automatic translation:
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2 months ago
Dear Kalmu73,
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 the 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,
Dominika
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2 months ago
Translation
Thanks for the reply. I already tried to edit my complaint today. Today, most of the money came to my account. So it's pretty much okay.
This complaint can therefore be closed as resolved
Automatic translation:
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2 months ago
Dear Kalmu73,
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
