The player from Italy had won €700 at Slotified Casino and faced delays in withdrawing €250 at a time via Bitcoin, having already waited five days. The winnings had been earned without a bonus. The Complaints Team had attempted to assist by communicating with the casino, but after 15 days without a response and due to the casino operating without a valid license, the complaint was marked as 'unresolved'. The team expressed regret for the situation, emphasizing the importance of choosing licensed casinos in the future.
Slotified Casino - Player's withdrawal has been delayed.
Black points: 80
Amount: €250
Slotified Casino
Safety Index: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.
4.0
Slotified Casino has a Safety Index of 4, which means some of the considered factors point to a low level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
3 months ago
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5 months ago
Translation
Good morning, I won 700 euros at Slotified Casino.
I've been waiting for five days for the withdrawal of a maximum of 250 at a time. I had to request the transfer via Bitcoin, but I've been waiting for too long.
I won the money with no bonus; I simply deposited twenty-five euros.
Automatic translation:
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5 months ago
Dear Lukino92,
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,
Kristina
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5 months ago
Translation
Then he released another withdrawal of 250 euros for me but the funds have not yet been disbursed, I don't know what to do anymore, I'm asking you for help
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4 months ago
Thank you for your reply, Lukino92. Have you made any successful withdrawals before? Could you please post a screenshot of your withdrawal history here in this thread?
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4 months ago
Translation
This is the first time I've asked for a withdrawal on this site
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4 months ago
Have you tried contacting the casino regarding this issue? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here.
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4 months ago
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They don't respond, it's been 15 days now
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4 months ago
Hello Lukino92,
We would like to update you that due to Kristina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kristina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kristina will contact you at the earliest opportunity.
Thank you for your understanding and ongoing patience.
Best regards, Casino Guru
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4 months ago
Thank you very much, Lukino92, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@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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4 months ago
Hello there,
Thank you Lukino92 for providing us with all the information. I hope we'll be able to resolve this issue together.
I would now like to ask Slotified 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!
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3 months 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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3 months 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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3 months ago
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,
Peter
