Slots & Luck Casino - Player's withdrawal is significantly delayed.

After receiving a welcome bonus of 100 USD, I managed to complete a 45x rollover and ended up with slightly over 100 dollars. Despite having a verified and accepted account, my attempt to withdraw 100 USD in BTC cryptocurrency on December 8, 2023, is still pending. They no longer have a support chat and the emails I've sent have bounced back. I'm at a loss as to how to contact them to find out why the delay is so significant. When they did have a support chat, they would always respond and tell me that there was a delay. However, now that they no longer have this support feature, I don't know how to check on the status of my withdrawal. I haven't violated any rules.

Dear Huseking,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Slots & Luck Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Was the welcome bonus a no-deposit bonus or a bonus requiring a deposit?
• Have you made any deposits in the casino whatsoever?
• Could you please indicate when was the last time you were in contact with casino support?

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

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.

Hello, the bonus I received was a no deposit bonus, I have not made any deposit to this casino thank goodness or I would have lost it apparently. Since December 19, more or less, I no longer have any more information in the chat, I sent a blow with what I wrote to them, since they no longer have a support chat, I cannot review everything they told me.

Thank you very much, Huseking, 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.  

Dear Huseking,

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

The casino no longer exists, the casino page no longer works, that means it is closed and there will never be a refund so don't waste your time.

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 Huseking,

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