Slotexo Casino - Player's withdrawals are delayed.

Good evening, I played at the Slotexo casino.

I deposited without a bonus for the second time, 29€. I have 6,000€ in my account and 1,500€ in withdrawals since the 7th of the month.

In chat, they keep telling me to wait, to wait, but nothing has been processed. Not a single withdrawal from the three active ones since the 7th of the month. I feel like they are deceiving me. If you can help me, please do.

Dear takoylis13,

Thank you very much for submitting your complaint. I’m sorry to hear about the delays with your withdrawals and the frustration you're experiencing.

To better assist you and help resolve this issue, could you please clarify the following:

• Has your account been fully verified, or are there any outstanding documents or issues that need to be addressed?
• Have you received any specific reason from the casino as to why your withdrawals are being delayed?
• Could you please provide details on the withdrawal methods you have chosen and any communication you’ve received regarding the status of your withdrawals?

Your cooperation is crucial for us to proceed with your case and find a resolution. Without your input, we may not be able to continue with the process.

Please feel free to forward any relevant communication or documentation to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Due to an extremely high volume of complaints, we kindly ask for your patience. While we aim to publish complaints within 48 hours, follow-up responses may take up to 7 days. Assigning your complaint to a resolver might also take longer, as we’re currently managing close to 1,000 complaints.

Thank you for your understanding. Wishing you happy holidays!

Good evening and thank you very much for your time.

.I have not been asked for any identification.

In the link they have and we click on identification, a message says that everything is working correctly. In the chat that I have spoken to about 7 times since then, I was not told to do anything, just not to worry and that my withdrawals will proceed. Every time the same tape

They tell me that they have a heavy workload and every time they send a message to their financial department, Gianna reminds them.

.the withdrawal method is by bank deposit, I have not been asked for anything, absolutely nothing, they have left me on hold, I have not received any email from them. They just keep telling me in the chat to wait and I am not saying to wait but based on what they say in 3 days ...... and 16 days have passed, maybe something is happening too, they have a limit of €500 per day, we accept withdrawals with 3 open withdrawals of €500 and €6000 in my account, that is, when will I get my money ...................?????????????????????????

Thank you very much, takoylis13, for providing all the necessary information. I will now transfer your complaint to my colleague, Peter (peter.c@casino.guru), who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Hello there,

Thank you takoylis13 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Slotexo Casino for their help in resolving this complaint. We would like to know what is the issue with the withdrawal and what can we do to help the player receive their winnings.

Thank you!

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.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its 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 has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter

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.

Dear takoylis13,

We would want to inform you that we have requested few documents to complete the verification procedure of your account so we can proceed with your request at the earliest.

Hence, we kindly suggest you please upload the requested documents via verification tab from your profile.

Waiting for your documents.

Best whishes,

Slotexo team.

It's a shame all this is from 2024 the profits are in my account and we have 2025. And they asked for documents now 3 days ago honestly any player who sees and reads would be better off staying away. And they also ask for documents very difficult. They asked for ID, proof of address, detailed movement of my card for 3 months all my transactions. They also asked for a photo of my face and that their casino looks open next to me, they also asked for a photo of my ID with my face next to it and they say that I delayed sending the documents and they cancel them without notice. Honestly anyone who reads what I write would be better off staying away. Also let me inform you that after 1 month of experience I normally did not send the 3 500€ withdrawals without any identification or ID. I put the other 3 500€ withdrawals and almost every day I entered the chat and sent them when will I get the money to I put the rest in and their answer is they have a very large volume of withdrawals and that I will receive them as soon as possible...............blah blah blah. We got to where we are 4 days ago when they themselves opened the complaint here and had sent a notification to my account for identification and I repeat, no simple identification, they are talking as if I am a criminal. When it is over and I get my money I will inform you but honestly, all the players stay away from there.

Dear takoylis13, this is a very common type of KYC verification in online casinos and I assure you if you provide the requested documents you will be able to withdraw your winnings. Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process. If you don't cooperate I will be forced to close the complaint so I hope it won't come to that. Thank you in advance for your cooperation!

Guys, I'm sorry to tell you. On the 12th of 2024, I won. After a month, they put €1,500 in my account without any identification. I clicked on withdraw another €3,500. I've been waiting a month so far and now that they themselves opened the complaint again, they asked me for identification. What can I say, it's up to you. Anyway, every day for the past 4 days, I've been sending some new document that they're asking for.

I'm just sending you these photos of what they ask for every day. I also want to inform you that the card they are asking for a detailed history today that ends in 9556 has never made a transaction directly with the casino. You draw your own conclusion. I cooperate fine with the identification but probably with the lively one they don't want to do it for me. Please see the images in detail. Also, if you want, talk to them and help me identify them.

Thank you for the update takoylis13.

Dear Slotexo Casino representative, can you update us on the state of verification and explain why a card that was not used to deposit into the casino was requested? Thank you in advance!

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 takoylis13,

We are happy to inform your account has been verified and one of your withdrawal request has been processed, and the money has been sent from our side.

The funds can take 3 - 5 working days to appear in your account, however, this is subject to the payment method used and your bank standards.

The remaining withdrawal request will be processed as soon as possible.

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 very much for the update Slotexo Casino representative.

Dear takoylis13, we will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Good morning, the withdrawal was made and they continued to do the other 2. and I deposited. And the rest. I sincerely thank you very much casino guru, I don't know what would have happened without you.

Dear takoylis13,

We’re thrilled to hear that your issue has been successfully resolved, and we’ll be marking the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation throughout the process. We’re glad that our intervention helped to resolve the situation, and we’re always here to support you if you encounter any other issues with this or any other casino in the future. Please don’t hesitate to reach out to our Complaint Resolution Center—we’re committed to helping players like you.

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. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also assist others who are considering contacting us for help with online casino-related issues.

Thank you in advance for your time.

Best regards,

Peter