Slotozen Casino - Player unable to withdraw winnings due to technical issues.

I have been trying to withdraw €100 to the card I used to make the original deposit. They are citing technical difficulties as the issue. I then tried a different card but they won't accept either. I had a lot of trouble getting verified with them also.

Hello Milamber23,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Slotozen Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a joyful, successful, and healthy new year 2024, and we will get back to you as soon as possible.

Hi Nick,

Thanks for coming back to me.

The verification process has been going for maybe 5 days. I know it can take longer but in this case they have verified all except one document and no matter what I do they won't verify the final document. I've tried multiple ways of uploading it. It's a photo of a payment card but the card is digital from Revolut and not an actual physical card. I've sent 3 different photos and screenshots. None have been accepted. They've accepted the actual card that I used to make the deposit but for some reason won't accept this one.

Hello Milamber23,

As the recommended time frame of 2 weeks have now passed, can you please advise if there's been any update in the verification process? Did the casino specify what is wrong with that one document?

Hi there. You can close this complaint. I gave up and closed the account. I couldn't listen to their absolute bullshit any longer. Dreadful customer care, no regard for the player at all. They are happy to take your money but will fight every step of the way to stop paying out. Awful casino, wouldn't recommend.

We’ve rejected this complaint as per the player’s explicit request. We are sorry we could not be of more help on this occasion. Please do not hesitate to contact us in the future if you run into issues with this or any other casino. We are here to help.