The player from Germany had been waiting for a withdrawal for less than two weeks. Unfortunately, his payout hadn't been received by that time. The player had made a successful withdrawal of €650 in April and had been playing without a bonus. We had advised him to be patient as withdrawals could sometimes take up to two weeks to process due to reasons such as unfinished KYC verification or a high volume of withdrawal requests. The player later confirmed that the money had arrived in his account. Consequently, we marked the complaint as resolved.
Slotimo Casino - Player’s winnings haven’t been received yet.
Amount: €5,000
Slotimo Casino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
6 months ago
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6 months ago
Translation
I made a withdrawal request on 01.10. KYC verification was already done months ago due to another payout. Since then, the casino has made no effort to transfer the €5000 to my account. The support provides no information, under the premise that this is a different department that cannot be contacted in general. They will note my withdrawal to be processed with high priority. I received the same answer, almost word for word, from both German and English live support. I sent an email directly to the Payment Team. Again, the support team responds, word for word, with the same answer.
Automatic translation:
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6 months ago
Dear philm,
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
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6 months ago
Translation
No, I have not received a message nor the money.
Automatic translation:
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6 months ago
Thank you for your reply, philm. Do I understand correctly that you have made successful withdrawals before? Could you please post a screenshot of your withdrawal history here?
Have you accumulated your winnings with or without an active bonus?
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6 months ago
Translation
Yes, I have already successfully withdrawn €650. That was in April. 
here is a screenshot.
No, I played without any bonus.
Edited
Automatic translation:
Successful payout in April.
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6 months ago
If its more convenient for you, we can also continue this conversation in english.
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6 months ago
Translation
The money has just arrived in my account. Thank you for the effort.
Automatic translation:
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6 months ago
Dear philm,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Kristina
Casino.Guru
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