Slots Ventura Casino - Player believes that their withdrawal has been delayed.

Hello, I made a withdrawal almost 5 days ago, and I have already sent the documents to their email, and they said they would verify it within 24 hours, but so far there's been no verification, and there's no money in my account, every time I contact them they always come up with the same excuses

Dear ayllamota25,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear ayllamota25,

Have you received your withdrawal from the casino yet?

Hi, not yet

Thank you for your reply, ayllamota25. Have you made any successful withdrawals before? Could you please advise if you received any confirmation regarding successful verification?

Have you accumulated your winnings with or without an active bonus?

Hello, I made the withdrawal but it was not successful, because they stole my balance, and I made the amount with a registration bonus

They still blocked my account

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Ok, but there is no news about my value?

I apologize, but I am not sure I understand your last message. Furthermore, I still have not received the required communication between you and the casino. Please forward it to me so we can proceed with this complaint as soon as possible.

Hello, I want to know if there is any news, whether the casino will pay or not?

And I would like to ask you to forward me any relevant communication between you and the casino. I have been waiting for it for a week at this point.

I no longer have contact with them, because they blocked my account!

Have you at least received any explanation from the casino regarding the blocked account or confiscated winnings?

I don't have.

They don't answer me

Thank you very much, ayllamota25, for your cooperation. I will now transfer your complaint to my colleague Tomas (tomas.k@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.  

Hi ayllamota25,

I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.

I'd like to ask Slots Ventura Casino to join this conversation and share more information regarding the case. Could you kindly explain the reason for blocking the player's account and withholding their winnings?

Thank you.

Best regards,

Tomas

Casino.Guru

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 ayllamota25,

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. 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 might 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.

In the meantime, I recommend you contact the gaming authority the casino is regulated by - Gaming Curacao. It is possible to file a complaint via the official website (http://www.gaming-curacao.com/) and use a "Contact" button or by sending your complaint to info@gaming-curacao.com. Before submitting the complaint, make sure you provide all the necessary information: your personal data, the casino details, your login details in the casino, the issue description, and supporting attachments if needed. Please let me know how they responded (tomas.k@casino.guru).

I am sorry I could not be of more help on this occasion.

Best regards,

Tomas

Casino.Guru