Slothub Casino - Player believes that their withdrawal has been delayed.

Hello Casino Gurus!

I really hope you guys can help me establish communication with Slothub Casino.

On June 21st of this year I sent an e-mail to " Support@slothub.com"

asking what my wagering progress on the 2nd casino deposit welcome bonus I claimed as the site does not have an option to check it yourself.

On the same day I received a reply from a " Do not reply" address from them which stated my wagering progress.

I then finished the wagering requirement and withdrew the said amount of 3925 USD.

since the withdrawal I have not received any form of receipt of that withdrawal and remains pending in my casino account.

Before my win, Live chat was responsive but after my win I am stuck speaking to a very unhelpful bot which keeps telling me I will receive a reply by e-mail. ( I have not)

I then decided to e-mail them again but to my surprise the e-mails are now bouncing back as a non-existent e-mail.

As you can imagine, I am worried about my winnings and hope through your mediation we can at the very least establish communication.

Thank you Gurus in advance and appreciate your time in this matter.

Below I have enclosed screenshot proofs of e-mails to them and then e-mails being bounced back due to an invalid e-mail address.

Dear aucl89TT,

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

Okidoki, thanks Kristina!

The e-mail thing is what was really concerning for me but maybe it's just a tech-y thing I do not understand haha but your the professional here so i'l be more patient and wait for some time to pass and check back here for updates.

Thank you!

Dear aucl89TT,

Have you received your withdrawal from the casino yet?

I have not, nor any reply's to my communication.

Thank you for your reply, aucl89TT. Do I understand correctly that this was your first withdrawal attempt? Which payment method to withdraw your winnings have you opted for?

Could you please advise if you have passed the KYC verification?

Hello aucl89TT,

First of all, we are sorry for this experience you had!

When I check your account, it seems that your account is in KYC verification.

When we review our logs, we see that we have sent you 2 e-mails regarding KYC verification in the past and we have not received a response to these e-mails.

Can you first verify that your email address is up to date?

If it is not up to date, can you contact us at support@slothub.com with tag HB-99482?

Apart from that, we would like for you to complete your KYC verification as soon as possible and send your payment to you!

It's our top priority to send our players' winnings quickly and seamlessly on the Hub.

Thank you for your cooperation on this matter!

We look forward to hearing from you!

Kind regards,

SlotHub Casino

Dear aucl89TT,

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.

Thank you for communicating back to me through here on Casino Guru. Without this I don't think I would know about any KYC e-mail. I have enclosed two screenshots of my email account searching " slothub" in both my inbox/spam folder and no KYC e-mails are showing from slothub.

I will try and log on and speak to an online chat agent for the KYC information. If that does not work for any reason I will post a new reply here to let you know at Slothub casino.

thank you

I have now spoken to Sofia from Slothub Casino and after a little investigation it's safe to conclude that this was all some kind of E-mail sending/receiving issue that has now been resolved and I am now going through the proper KYC verification process.

I appreciate the time and effort from both parties in establishing communication through Casino Guru whom has helped tremendously!

Hello everyone,

Thank you both for your replies.

aucl89TT, please let us know when the verification process has been completed and you manage to withdraw your winnings. Thank you in advance.

Dear aucl89TT,

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.

We’ve reopened this complaint at the request of aucl89TT. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Can you provide us with any updates regarding the verification situation, please?

Hi Kristina! Thank you for reopening this case.

Slothub Casino became very responsive when they started replying through this channel. I was checking in with them a couple of days after I was able to successfully communicate and send them verification documents.

They said to allow up to 48 hours and at longest 5 days to verify the documents. After that period, I waited for 45minutes for Live chat to open up to speak to an agent before I lost patience.

I have sent several e-mails to their finance and support departments but have not heard back.

I have 4 screenshots of emails I can share but it seems to not be working on this at the moment but will send/upload if requested.

You can forward all the relevant communication between you and the casino to my email address at kristina.s@casino.guru. Thank you in advance.

All done! It should have arrived in your inbox!

Thank you very much, aucl89TT, for your cooperation. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, aucl89TT!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino once more to give them a chance to explain their side of the situation.

Thank you!

Thank you Pavel, I would like to let you know I have not yet received any communication on behalf of Slothub.

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.

We have decided to set the timer for one more week, as it seems like we are establishing contact with the casino.

That is great news to wake up to thank you Pavel. I look forward to settling this finally!

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. Even with the fact, that the casino has given a response at the beginning of the complaint, I must close the complaint as "unresolved" which will decrease the casino rating. I understand this isn't a satisfactory solution to your issue. However, the change 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. Also, the casino is not licensed, so I cannot recommend you to contact any Gaming Authority. Please let me know if you need help with anything regarding the case or if casino will try to contact you (pavel.k@casino.guru). I am sorry I could not be of more help.

Best regards,

Pavel K

Casino Guru Team