Slotnite Casino - Player’s withdrawal has been delayed.

I deposit my money with my card, which is linked to my account. On Sunday, 5/11/24, I won £200. And I was asked, through the withdrawal process, which card I wanted to withdraw the money into. This was the same card I used to deposit the money. 24 hours later, I got an email saying the payout had been declined and they had tried to process the money on a card on my slotnite account, which has expired. I asked them to remove this card, which still hasn’t happened. They then asked which card I wanted to process the withdrawal with, and I again told them I had already done that, and it was the same card I had already chosen prior and the card I had deposited my money with. Come Wednesday, and there's still no sign of a response via email. I spoke to their online chat, and I keep getting stuck with 24–48 hours of wait time with no real help, and they say that only the accounts team can help, which is only via email. They also said that there is a backlog on payouts. Which I understand.. but I feel like they’re trying to fob me off. When I go to my account, there is no sign of the money I won or processing information. Everything seems to have vanished. I’m very concerned and feel like they’re trying to hold on to my winnings. This is very unprofessional; I’ve never encountered this before from other casino providers. And have always had good communication provided. I’m not sure what to do or just hold on, but it’s not nice being left in the dark. Come Thursday, the 9th, still no response via email. 4 days later than their supposed 24/48 hours for a response, I got in touch via chat again. Now I get told that accounts want a bank statement, this info was provided from the online chat and again nothing from accounts. so I send the relevant information via email and get the same. We will get in touch within 24 to 48 hours. It’s Friday now and still no response, and it’s been 5 days since I tried to withdraw the money without a response or clear information from the accounts team.  I’m really frustrated how they are treating me in regards to this. 5 days without a response it just plain rude! There not keeping their word on the response time.

Dear wrayjonathan,

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

Ok Thanks for the heads up. At least I can feel a little reassured now and have got it off my chest. Will get back and take on your advice.

regards

johnny

Dear wrayjonathan,

Have you received your withdrawal from the casino yet?

Hi kristina.

No still not received it. I got in touch with their online chat and they just keep saying the same old thing.. sorry someone will get in touch with you soon. I can’t believe how long it taking. And mentioned how unacceptable it was. And they just reply saying my account is getting checked by the relevant department. Apparently there’s a 10 days response time. But still I can’t believe I’ve had to wait 2 weeks

cheers

johnny

Hi I’ve finally received my money after some more pestering to their online chat. Thanks for the support tho. Much appreciated.

Johnny

Dear wrayjonathan,

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