Slotified Casino - Player’s withdrawal request has been delayed.

So I may be making this complaint prematurely but it's rather extenuating circumstances in my opinion. I recently had made a withdrawal from this casino. Everything about them up till this point has been very smooth sailing. Zero issues. Great bonuses. Easy to understand rules, etc. I make the withdrawal, which was off of a bonus. My math was a little bad that day, so my initial understanding of the calculation, for the total that I was allowed to withdraw was slightly off, but it was corrected for me, and the withdrawal is showing as pending. When you make the withdrawal it says a little notice that states 48 hours max for responding to your request. That was five days ago so I messaged them looking for some sort of status update. This is where things gets weird. They didn't answer not even an acknowledgment that I existed. I have now messaged them multiple times as well as sent their support staff emails. The emails I can show verification of because they're in my outbox timestamp and all that. The in game chat I can't really do that because as soon as you exit it out of it, it's gone forever, and no matter how long I've sat there with it open no one ever responds, or even attempts to respond. Now it does have an indicator message at the top as to whether or not this support staff is online. I've messaged them online. I've messaged them off-line and still no response. It says in there casino information that you can contact them through toll free number but I have checked high and low and not located this phone number. Any suggestions?

Dear laceyholmes926,

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

Right. And I'm well aware that it's early to panic lol. I guess the part that's so strange to me is that they have a clear indicator light and message when you go to their "24/7 support" chat that says they are online or not. But no one responds. Not even an automated response. And I've emailed them directly and no response there either. Also they claim to have a toll free number and I guess was hoping you guys had it because I've looked everywhere and as far as I can see, it doesn't exist. I will let you know if anything changes on this end. in the meantime, I'll send the screenshots that I have of the attempted conversations from this point forward to keep things a little more organized, at least in my head if nothing else thanks again for your help

Update: Still have yet to see any signs of life with customer service. None of my previous attempts have been responded to you and still have not been paid. Withdrawal information still says, pending like it did in the beginning.

Update: still nothing. Attached is attempted conversation this morning

Thank you for your reply, laceyholmes926. Have you made any successful withdrawals before? Could you please post a screenshot of your withdrawal history here in this thread?

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. Thank you in advance.

No withdrawals before

I have no communication with them. There's literally never anyone there. I think they are just fake working or something. I have some screenshots of prior attempts but never once has anyone even responded. Even when I emailed their support email I couldn't get a response

Thank you very much, laceyholmes926, for your cooperation. I will now transfer your complaint to my colleague Katarina (katarina.d@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.  

Thank you 🙏. Your help is greatly appreciated

Dear laceyholmes926, 

My name is Katarina, and I will be assisting you in solving this case.

I will now contact Slotified Casino outside this complaint thread and let you know any new information once I receive it.

Sounds good. Good luck. If I didn't know any better I'd say no one works there 😅

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 laceyholmes926, 

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’. I have contacted the casino via multi[le channels but unfortunately I did not receive any reply whatsoever.

Normally, in order to reach any kind of agreement, all three parties (player, casino, and mediator) need to communicate closely. Unfortunately, this is not the case and we were left alone in our attempt to solve this issue.

I am very sorry I couldn't be of more help, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review. 

As you might know, Slotified Casino received a ‘4.9 bad reputation’ from us, which means we would not recommend players to choose this casino. I strongly recommend only choosing casinos that have received at least a ‘Very good reputation’. You can check the list of the casinos we recommend on our website. I hope you will never come across a problem like this again.

The casino can reopen this complaint anytime.