The player from US is dissatisfied with the withdrawal process. We rejected the complaint because the player didn't respond to our messages and questions. The complaint was closed as 'unresolved' as the casino would only discuss the matter with their chosen ADR.
Slots Rush Casino - Player’s withdrawal has been delayed.
Black points: 20
Amount: $300
Slots Rush Casino
Safety Index:Below averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
5.8
Slots Rush Casino has a Safety Index of 5.8, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
No reaction policy, good regulator
UNRESOLVED
Case summary
2 years ago
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2 years ago
the timer is not moving with real time, it has been showing 6 hours for the last 12 hours. Will I get a payout or am I wasting my time.
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2 years ago
Dear Darcey,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It’s quite usual for withdrawal, 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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.
Could you please specify when exactly you requested the withdrawal?
Have you tried discussing this issue directly with the casino? Would you be so kind and forward any relevant communication between you and the casino to kristina.s@casino.guru?
Looking forward to hearing from you.
Best regards,
Kristina
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2 years ago
Dear Darcey,
We are extending the timer by 10 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.
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2 years ago
Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.
The player can reopen this complaint anytime.
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2 years ago
We’ve reopened this complaint as per the player’s request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.
Darcey, please check my first reply and try to assist. All requested information is essential if we wish to proceed with the case. Thank you in advance.
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2 years ago
Dear Darcey,
Thank you very much for your email. Unfortunately, we have been informed by the casino that they will not respond to us directly and will only cooperate with their approved Alternative Dispute Resolution provider (IBAS).
We will close this complaint as unresolved, I recommend you contact IBAS here: https://www.ibas-uk.com/contact-ibas/ and submit a complaint to them.
I am sorry I could not be of more help on this occasion.
Kind regards,
Kristina
