Slots Empire Casino - Player’s bonus winnings have been reduced.

My complaint is with slots empire casino. On December 1, I put a request to withdraw $1800 from winning. It was not until today that I heard something back (December 8) where my 1800 request was denied. However, of the 1800 they said 700 was approved. The other 1100 was put back into my account to play with. So I made another request to take out the 1100. After talking to customer service, they said I had to wait another 4 days for them to view the request. Why only 700 out of the 1800 was allowed? They certainly allowed me to request that in the first place. Plus they say 3-4 days to process payments back to my card and the person who emailed me from billing said I should have it within 10 business days now. That is almost 4 weeks from when I requested it, it seems like. I have read all the online reviews, and they were all pretty good about that casino. I have lost a lot of money there and the first time I win, I’m only allowed to cash out 700 only. 

1. I sent in all verification documents 

2. I played through bonus and it showed me what I was allowed to withdraw.

3. It tells us we are allowed to withdraw up to 2500 at a time

4. Why only 700 of the 1800

5. Why does their withdrawal say 3-4 days- now looks like 3-4 weeks

It does not make sense

Dear Richt,

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.

Have you tried to communicate this issue with casino? Could you please specify which exact bonus you have redeemed and played? I would like to check terms and conditions. How much was your last deposit?

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

Dear Richt,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.