SlotsandCasino - Player’s withdrawal has been delayed.

I keep asking support on what is happening with my withdrawal request through email, and I am ignored.

Dear dianetinga,

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. H

• Could you please confirm that you have passed the KYC verification?
• When was the last time you were in contact with casino support and what did you discuss?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Yes I have sent and cleared the KYC verification. This was the last email they sent me about it being cleared on May 25 2024

I keep on asking the casino about my withdrawal request , the latest is today about an hour ago.. and before that was June 3rd and before that was May 28th. They keep on sending me the same generic response email with no follow up contact. here are the screenshots and the dates of my communication attempts.

I don't get any response other than these generic emails they send every time I try and communicate. When I attempt to talk to live chat, they tell me that they can't help me and to contact support through email...

Hello, anything happening with this case?

Thank you very much, dianetinga, for your patience and 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 dianetinga,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite SlotsandCasino representative to join this conversation.

Dear SlotsandCasino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

Hello Mirka and dianetinga,

I will go ahead and request more information from the department in charge. Once we have an answer we will come back with it.

Thank you for your patience.

I just received this email which you can see in the screenshot here at the top right corner, was sent to me 26 minutes ago from SlotsandCasino.

and the next two screenshots are of emails sent to me by the site and my response back with the document they requested, dated May 22 2024, about a month ago now. So I hope this processing won't take another month... I have had no response from the site since just now, other than the generic emails in response to my inquiry about the withdrawal request.

Hello,

The department in charge already reviewed yor account. The withdrawal sent to the processor for payment this should be completed within the next 24 hours . Please let us know as soon as you receive it. Thank you for your patience and we do apologize for any inconvenience caused.

I have just received the payment and it is deposited in my account... I am so happy and grateful to the Guru team for their help..

Dear dianetinga,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Mirka

Casino.Guru