The player from Denmark had requested a withdrawal two weeks prior and it was still pending. The player had won $89 from a no deposit bonus and wanted to withdraw the money in crypto. The casino had explained that the delay was due to issues with the withdrawal gateway. Despite multiple attempts to contact the casino for a resolution, we had received no response. The casino was operating without a valid license and didn't refer to any ADR service, limiting our ability to intervene. As a result, the complaint was marked as 'unresolved', which could have negatively affected the casino's rating. We had advised the player to choose casinos based on their reviews and ratings in the future.
Slots & Luck Casino - Player's withdrawal is delayed.
Black points: 20
Amount: $89
Slots & Luck Casino
Safety Index:Very lowSafety Index
Casinos with a Very low Safety Index usually have many relevant complaints from players or other relevant issues. In general, we don't recommend playing at casinos with a Very low Safety Index.
Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
9 months ago
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10 months ago
Haven't got my withdraw since the 9 december 2023, and they have disabled my live chat because i was trying to ask withi didn't get it
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10 months ago
Dear HyggeGutter,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please confirm that you have passed the KYC verification?
- Has the casino offered any explanation for the delay?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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10 months ago
Translation
and their explanation that it was delayed was that it was problems with the withdraw gateway, but was told the whole time it should be there at the end of the week and I have been told that for 3 weeks.
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10 months ago
Thank you very much, HyggeGutter, for providing the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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10 months ago
Dear HyggeGutter,
My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Slots & Luck Casino representative to join this conversation.
Dear Slots & Luck Casino,
Could you please provide more information about this case?
Thank you in advance,
Mirka
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10 months ago
Translation
Yes, so it was my no deposit bonus, and there I won $89 after playing through 35x for the no deposit bonus, I wanted to withdraw the $89 in crypto, but I haven't received it yet, and I started withdrawal d 9 December 2023, and haven't received a penny yet, that's all, I hope I can get it paid out
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10 months ago
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.
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9 months ago
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.
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9 months ago
Dear HyggeGutter,
I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.
I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.
I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.
Best regards,
Mirka
