The player from Greece had requested a withdrawal of €300 two weeks prior which was still in process. Despite multiple attempts, the player could not reach customer service. Notably, the casino had not requested any KYC documents. We had attempted to contact the casino on the player's behalf but received no response. Therefore, we marked the complaint as 'unresolved', which might have negatively affected the casino's rating. The casino was operating without a valid license and didn't refer to any ADR service, leaving no gaming authority to turn to. We had advised the player to choose casinos based on their reviews and ratings in the future to avoid similar situations.
Slothub Casino - Player’s withdrawal is delayed.
Black points: 89
Amount: €300
Slothub Casino
Safety Index:Very lowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
2.6
Slothub Casino has a Safety Index of 2.6, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
1 year ago
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1 year ago
Translation
On 03/10/2023, I made a withdrawal of €300 via sepa to my bank!!!
After a week, I contacted customer service and they assured me that the money would be deposited into my account on the 9th or 10th of October!!
The status of my request has been in process for more than 12 days and it's impossible to communicate with customer support as no one is responding either via email or live customer support!!!!
I should also mention that on this particular platform, I have made large deposits but never a withdrawal!!!
Also, I should note that I have not been asked to submit any KYC document!!
Please see the attached documents!!!
I would appreciate your assistance on this matter!!
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1 year ago
Dear kwstasdiama,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please post a screenshot of your withdrawal history here? Have you accumulated your winnings with or without an active bonus?
Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
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1 year ago
Translation
This is my first attempt to withdraw and the money was deposited by me, it is not from a bonus!!!!
I am attaching my relevant conversations with the casino !!!!
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1 year ago
Thank you very much, kwstasdiama, for your cooperation. I will now transfer your complaint to my colleague Tomas (tomas.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.
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1 year ago
Hello kwstasdiama,
I have reviewed your case and will contact the casino to see if I can help.
We would like to invite Slothub Casino to join the conversation and participate in the resolution of this complaint.
Dear Slothub Casino,
Can you please provide an update on the payment status?
Thank you.
Kind regards,
Tomas
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1 year ago
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.
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1 year ago
Dear kwstasdiama,
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. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.
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 could 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.
I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.
Best regards,
Tomas
