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

Hello Casinoguru ,

Thanks in advance for looking into this incredible situation I'm living with casino " Slotmaniax ".

My username on this casino is robby971.

I recently registered at this casino because they were offering a superb bonus of 300% with only 10x wagering on bonus. So I first ( as their request ) uploaded my documents : regarding my id ( front and back of my passport + selfie with it ).

I was then given a 5 euros bonus for registering , and didn't manage to benefit from it. So , after exchange with livechat , I canceled this bonus and made deposit using crypto ( usdt trc20 ) for about 100€ and was given 300% welcome bonus ... but there was in one side , balance as USDT and Bonus on the other side as EUROS.

So I played with the balance in euros and all money ( bonus + deposit ) was there in euros.. ( weird ). This being said , I've been lucky enough to beat wager and finally ended with a balance of 4101€

As it was stated on the promotional page that there was not limit for withdrawal if you succeed in wagering , ... so , I decided to request cashout using crypto as it was my deposit method..

And since then , now WORST NIGHTMARE for me began!

It's been impossible to withdraw using crypto because their system stored the deposit address they've created for my account as a withdrawal one!!! ( What the ???? )

So as I didn't manage to withdraw using crypto I contacted them on livechat... and now show must go on...

Some representatives saying to me that the issue is coming from my computer , my tab and my cell... Other told me that I can change the address only using google chrome !! ( What I've tried so many times without success ) .. and maybe finally , at least , an honest agent that did confirm me that the address upon my account for withdrawing using crypto CAN'T BE CHANGED !! ) .

So , I've been asked to make withdrawal using bank transfer if the system allows me to do so!!! Thank God , it allowed me to request my withdrawal and so I made a request by filling all the requested ( iban , bank name ,etc... ) the 27th of October...

Now the 6th of November , my withdrawal is still pending !!! ( 11 days !! ) ..and I've been told the same words everytime I got a chance to reach them , that : " it will be processed soon as your account is fully verified " ... because , since that withdrawal request it took them on livechat no less than about 30 minutes to answer just a question and between each exchanges with them , time is passing by and I'm aging looking at my screen....

I will also stress that I contacted support by email regarding the issue with the withdrawal address for crypto on the 27th of October and I'm still awaiting for their response...

And one more thing that hint my mind is that , since I succeeded in wagering the bonus , I saw that they all of a sudden changes the welcome bonus rules and now bonus needs to be wagered 35 times !! and they limited cashout to 5X bonus amount received... ( the fact is that I've been aware enough when registering to take screenshot that prove that my bonus was on wager 10x only and that it's not concerned by their new rules ).

And also , I do stress that I have all screenshots of what I'm saying , as gesture that I'm acting in good faith and also , all exchanges between casino and myself through emails if needed...

I'm definitely having the feelings or bad guts that they are doing all their best in order for me to cancel my withdrawal and do to my money some crazy stuff... But , unfortunately , I'm a time master and time is my best friend ....

Hope that you at Casinoguru will be able to help me in resolving this unacceptable situation and as a consequence , for them to pay me my winnings.

Best regards ,

robby971

Dear robby971,

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

Dear Roberto,

We sincerely apologize for the less-than-satisfactory experience you encountered with our casino. Our financial team is dedicated to expediting withdrawal requests, but it's important to note that each withdrawal is individually reviewed to ensure the safety and, security of our players.

Withdrawal requests typically require a minimum of 72 hours for processing, though in some cases, it may take longer. Our Terms and Conditions state, "Withdrawals shall be provided within 7 (seven) days after completion of KYC and approval of Your Account."

After conducting a thorough account review, we have noticed that you initiated a withdrawal request on October 27th. We would like to inform you that October 27th fell on a weekend, and unfortunately, our financial team and the banks do not process transactions during weekends, as they are considered non-working days. Additionally, the 4th and 5th of November were also non-working days for our financial team.

Considering these non-working days, it has now been 6 working days since you requested the withdrawal. It's essential to note that withdrawals are typically processed within 7 (seven) days after the completion of Know Your Customer (KYC) verification and the approval of your account.

Given that you submitted the request on October 27th, our financial team still has sufficient time to review your account and process the withdrawal request.

Please be aware that our withdrawal process follows the same method as your initial deposit. If you use a card for your deposit, you can cash out using online banking. On the other hand, if you made your deposit with cryptocurrency, you can withdraw your funds in cryptocurrency as well. This policy ensures consistency and security in financial transactions on our platform.

In regards to the rules of our welcome bonus, please note that we may update the conditions on our website from time to time. We make our best efforts to inform our players about any changes to the bonus terms through various communication channels. It's essential that you regularly check the rules on our casino's website to stay informed about any updates or changes to the bonus terms and conditions. This ensures that you are aware of the most current information regarding the welcome bonus.

Please rest assured that each withdrawal is individually reviewed to ensure the safety and security of our valued players.

Please be informed that we will make every effort to process your withdrawal during this week.

Once again, we deeply regret any inconvenience this may have caused you. Our ongoing commitment is to make your experience as enjoyable as possible at our casino. If you have any questions or require further assistance, please don't hesitate to reach out to us via email or our live chat.

We appreciate your understanding and look forward to providing you with an improved gaming experience.

Sincerely,

SlotmaniaX Casino

Dear Casinoguru ,

With their answer , you see that their words speaks for them and their behaviour.

It's insane that they respond so quickly because they're exposed on public place but don't answer player's questions.

This being said , you can see that there's in first place , no given reason at all for me to cancel my withdrawal.

Because , they are saying that withdrawal should be done with crypto as I deposited using crypto. But tell me how can I do this while their own system doesn't allow me ? Remember that *deposit address using crypto is stored in their system as the withdrawal one*!! Do you understand what that means? It's a complete nonsense.

And the fact that they don't say a word about it , just prove me right and players outhere can see what tricky game they are playing....

A serious casino shall have resolved this issue since the time I reported this to them ( 26th of October 2023 ).

On the contrary , they are just ignoring my only one email regarding this and never give me a solution or at least an explanation.

This stress the point that they are being unprofessional and don't care about their players.

As I said , I have all screenshots and exchanges with them , and if requested per your needs Casinoguru, I'll comply and sent them for you.

But in the meantime , I just want to see how far they are willing to go in order not to pay me or think that I will cancel my withdrawal.. That's to say , it's a lost cause for them because when a player doesn't breach no rules and did what was expected and just have luck with him , that kind of player that I dead am , won't let anything passed , and I'm just waiting now for my payment to be processed.

If they were respectful of their own policies and rules and more , respectful for their players I wouldn't submit this complaint.

@Slotmaniax , I'm now just awaiting for my payment to be processed in order to close that complaint.

Thank you Casinoguru for helping players with their issues.

Best regards,

robby971

And one more thing that is relevant of their non professionalism and lack of serious regarding privacy ...

( I also took screenshot ) but they're so not into helping players they didn't remarked what they done....

How is this even possible to call me by name while introducing their answer as far as I used and only use my username?

This is one more thing that prove that they completely don't care about their players!!!

Even you here @Casinoguru are more respectful of privacy policies...

An other bad point added to their list...

Best regards ,

robby971

Dear robby971,

I would like to reiterate that your withdrawal is currently in the process of being reviewed by our financial team. As stipulated in our Terms and Conditions, withdrawal requests exceeding 1000 EUR may take up to 7 days to be processed and disbursed after completion of KYC and approval of your Account.

Furthermore, upon a thorough examination of your account, a crucial detail has come to our attention. As we reviewed your account's verification history, it was evident that a specific document was missing from your side.

We did not receive the Proof of Address (POA) document, which is essential for the full verification of your account.



According to our database, the required document was successfully received approximately 20 hours ago.

We appreciate your prompt action in providing the Proof of Address (POA) document.

Without this document, we were unable to complete the verification process, and as a result, the withdrawal could not have been processed.

We understand the importance of ensuring the highest level of security and compliance with our verification procedures to protect both our players and our platform.

Our verification process can now be initiated and completed, allowing us to move forward with the withdrawal request.

It is important to keep in mind that each withdrawal undergoes a thorough review by our financial team to ensure the safety and security of our valued players.

Additionally, I would like to draw your attention to a clause in our Terms and Conditions that states, "We may process and pay withdrawals to a different payment method than the one requested by you, such as through different payment providers, a bank draft, or wire transfer (any charges associated with relevant payment methods are set out on the Website)."

Given the inability to process the withdrawal through cryptocurrency, we have processed it through an alternative payment method, which has been accepted.

I want to assure you that our intention is not to persuade you to cancel the withdrawal.

Instead, we aim to ensure a smooth withdrawal process, which is why our financial team requires some time to finalize the procedure.

Furthermore, I would like to address the concern you raised about our representatives' assistance in resolving the issue you encountered while attempting to withdraw via cryptocurrency.

Our team has been actively assisting you in troubleshooting the problem by suggesting various solutions, such as clearing cookies and cache, using a different browser, or accessing incognito mode. These recommendations were made to ensure that all possible avenues to resolve the issue were explored.

I want to emphasize that our team is dedicated to providing responsive and timely support to all our players, and your feedback is invaluable to us in improving our services.

If you require any assistance or have further inquiries, please do not hesitate to contact our live chat support. Our live chat agents are available 24/7 to assist you with any issues you may encounter.

Thank you for your understanding and cooperation.

Best regards,

Casino Representative

Dear Casinoguru , dear Slotmaniax representative , here is the screenshot that proves that the requested document in order to verify my address has been successfully uploaded...

And as Slotmaniax representative told ,that my account verification is now completed and fully verified , I will for now , only wait for payment to my bank account being processed.

Anyway , @Slotmaniax representative , thank you for updating me about my withdrawal .

I will make complaint as resolved once money will be into my bank account.

Await now for payment.

Best regards ,

robby971



Hello Casinoguru ,

I'm updating this thread.

Connect to my Slotmaniax account and there was notification saying that withdrawal has been processed and money should arrive soon. Also received email from Slotmaniax about it.

You can see attached screenshot.

So , I will end this complaint once money received into my bank account.

Best regards ,

robby971

Dear robby971,

We are happy to let you know that your withdrawal has been successfully processed and paid out.

Your funds should now be available to you.

We sincerely hope that you will continue to enjoy your gaming experience at our casino.

If you have any questions, require assistance, or wish to discuss anything further, please do not hesitate to contact our live chat support team or reach out to us via email.

We are here to provide you with the best possible service and support.

Thank you for choosing our casino.

Warm regards,

Casino representative

Dear @Casinoguru ,

I received my money.

Thank you @Slotmaniax .

And also , thank you @Casinoguru for having helping me.

You can now close this complaint .

Best regards ,

robby971

Dear robby971,

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