SlotMonster Casino - Player's account is closed and withdrawal is delayed.

Hi,

I registered and deposited 50 euros on this casino 21.12.2024.

I won 4000 euros, made a withdrawal and went to sleep.

Next day, I got an email that my account need a verification.

I went to the casino to do that and realized that I cant log in anymore.

Customer service escalated this case to the relevant team.

Now is 03.01.2025 and havent got any answers from the casino. I did sent the documents via email tho and the verification is now OK.

I’ve been asking them everyday that when Im gonna get my money out. They answer the same copypaste fraise "Team is still working with the case, you will be contacted via email as soon as possible."

please help me to get my money out

Dear Niuna,

Thank you very much for submitting your complaint. I’m sorry to hear about the issues you're facing with the verification process and the delay in receiving your winnings.

To assist you further, could you please clarify the following:

• Did you accumulate your winnings of €4,000 with or without an active bonus at the time?
• Can you confirm whether you received any specific information regarding the verification process from the casino, apart from the email stating that your account needed verification?
• Have you already followed up with the casino after submitting your documents, and if so, what was their most recent response?

Please feel free to forward any relevant communication or documentation to petronela.k@casino.guru, as this will help us mediate the issue more effectively.

Your cooperation is crucial if we are to proceed with this case and work toward a resolution. Without your input, we won’t be able to move forward and address the issue properly.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Due to an exceptionally high volume of complaints, we kindly ask for your patience. While we strive to publish complaints within 48 hours, follow-up responses may take up to 7 days. Assigning your complaint to a resolver might also take longer, as we’re currently managing close to 1,000 complaints.

Thank you for your understanding. Wishing you a wonderful New Year 2025!

Hi Petronela,

thank you for the quick response!

Winning was collected without any bonuses.

My case is exactly the same as the other player’s from Sweden (Seezoram)

When I was first going to log in and add the documents normally, the site made me a new account with my EXACT same banking details. (In Finland we log in with banking details.)

I contacted customer service (chat) asap and they deleted the second account and after this I cant log in anymore to my original account.

We made an agreement with the casino 6 days ago, that when the verification process is OK, the payments team will transfer me my winnings manually since the current logging in issue can not be solved.

Verification was succesfully made without logging in via email.

After that I only got a confirmation about this and then they stopped answering.

I have contacted the customer service via chat multiple times and response is always "Relevant team is still working on the matter. We contact you via email as soon as possible we have an update. Please be patient."

I have also contacted them via email several times, I havent get one single answer.

I will sent you the screenshots about everything via email.

Hello Niuna,

I’m sorry for the delayed response to your complaint.

Have there been any developments since our last conversation, please? 

Hi,

i’ve been told daily in the chat, that same phrase "the team is currently working with you case, we will contact you via email when we have an update"

No, I havent received a single email from them.

Couple days ago, they said in the chat that bank statement wasnt good enough and apologied that I havent got an information about it.

I sent a new one.

After that I havent heard anything.

Chat told me one day, that now my account is closed on their side because this refund process. After this refund is done, they can reopen my account.

Today morning, again the chat answered "The team is currently looking your case as we speak, your funds will be transfered to your account soon."

Im not gonna get my hopes up about this.

Thank you very much, Niuna, for providing all the necessary information. I will now transfer your complaint to my colleague, Branislav (branislav.b@casino.guru), who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Hello, Niuna,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear SlotMonster Casino team,

Could you please explain the player's situation in more detail? Why has the user's account been blocked/closed, and what is the estimated time frame for processing the refund/withdrawal? When can she expect the funds to be credited to her payment method?

Thank you.

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 Niuna,

Unfortunately, since we have not received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

There is one more option for how you can try to resolve your issue or speed up the process - I recommend you contact the gaming authorities the casino is regulated by (AOFA and GCB) and submit a complaint directly to the regulators.

Useful links:

• Anjouan Gaming (AOFA)
• Curaçao Gaming Control Board (GCB)
• Our article with general information about regulators' complaint processes

In case of any questions, do not hesitate to contact me at branislav.b@casino.guru.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime.

Best regards,

Branislav, Casino.Guru