SlotsandCasino - Player’s withdrawal has been delayed.

been paying for long time . deposited many thousands of dollars . payouts always take too long. site says 72 hours or less for high roller. but sometime weeks. now my payouts stopped. no one answers emails. online chat is a different story each time. no number to call

Dear ckdbenz,

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 clarify what you mean that your withdrawals have stopped? Has your withdrawal been pending for too long?

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,

Kristina

i have 4 more pending withdrawals . the average time i get is over the 72 hours they post on site for high roller. my oldest outstanding withdrawal request is from 03/01/22. which is still not paid. the last payout i got was 03/21/22. from a request before 03/01/22 . no more from that time on. i do my withdrawals by wire transfer. because i play alot i always have multiple payouts pending. sometimes in 72 hours. mostly not. but now no more payouts from 03/21/22. on. with oldest request from 03/01/22.

my history page.

Thank you for messaging us. An agent should reply within 2 minutes.

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Info - 12:39 PM

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Bob (Automated Agent) - 12:39 PM

You are being transfered to another agent

You are now connected to MJ.

Info - 12:40 PM

Hello, welcome to Live Support. How may I help you?

MJ - 12:40 PM

WHY HAVE MY PAYOUTS STOPPED. LAST WAS 03/21/22. OLDEST REQUEST ID 03/01/22?

You - 12:40 PM

Please allow me moment while I check your account and be right back with you

Transaction Information

Amount:

$2,100.00Request Date:

2022-03-25 20:40:31Status:

PENDINGType:

CASHOUTProcessor:

NGineDescription:

Transaction Pending - Payout - INTERNET - RapidWire - 583213 Payout (189,583213)

Transaction Information

Amount:

$1,050.00Request Date:

2022-03-14 20:24:43Status:

PENDINGType:

CASHOUTProcessor:

NGineDescription:

Transaction Pending - Payout - INTERNET - RapidWire - 568229 Payout (189,568229)

both are pending

MJ - 12:41 PM

STOP

205359578536537 -2125.00 NGine Pending 2022-03-01 20:16:02

THOSE ARE RECENT REQUESTS.

You - 12:42 PM

is not stoped is pending

MJ - 12:42 PM

MY IS FROM 03/01/22

You - 12:42 PM

Please allow me moment while I check your account and be right back with you

that is been process

already

you should be getting a conformation email any time

thats why is shows lik that

MJ - 12:44 PM

STOP

I HAVE NEVER GOTTEN ANY EMAILS. AM\ND . CHECK CHAT I WAS TOLD DAYS AGO . SAME

You - 12:44 PM

Charles I can check our processor , Im not just tellig you this I can see the withdrawals and the stage they are in

and they are not stop

MJ - 12:45 PM

LAST PAYOUT I GOT WAS 10 DAYS AGO. I HAVE REQUESTS FROM 03/0122

You - 12:46 PM

they are all ready been send but that can take up tu 5 business days

yes I can see everthing

MJ - 12:46 PM

AGAIN PLEASE . 5 DAYS WOULD HAVE BEEN 03/25/22 TODAY IS 03/3022?

I HAVE A REQUEST FROM 03/01/ 22

NOT PAID

LAST PAYOUT I GOT WAS 10 DAYS AGO?

WHY

You - 12:47 PM

Conversation closed by the agent - 12:47 PM

LIVE AGENT

You - 12:48 PM

Thank you for messaging us. An agent should reply within 2 minutes.

You are now connected to Bob (Automated Agent).

Info - 12:48 PM

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Transferring to an agent...

Bob (Automated Agent) - 12:48 PM

You are being transfered to another agent

You are now connected to Moira.

Info - 12:49 PM

Hi thanks for contacting Customer Support. This is Moira how may I help you?

Moira - 12:49 PM

why have my payouts stopped. last i got was 03/21/22. i have payout request from 03/01/22?

?

You - 12:51 PM

Let me check it one moment.

Moira - 12:52 PM

ty

You - 12:52 PM

Your welcome.

I can see that this is for $2100?

Moira - 12:55 PM

this is my oldest request

205359578536537 -2125.00 NGine Pending 2022-03-01 20:16:02

this was my last payout

205359560582033 -2100.00 NGine Completed 2022-03-21 12:04:27

You - 12:55 PM

Yes I can see it.

I am going to make a follow up here

Once we get update will send you an email

Moira - 12:56 PM

i wish that was true. ty , but over the years i never get an email. and i send many emails everyday now, with no replay

my payouts have stopped . nobody can help me. i have 4 more for over $6000.

my oldest request is a month old now?

isa there anybody else that can help. please

You - 1:00 PM

Did you send a selfie?

I didnt see it\

Take a picture of your self holding your id

Moira - 1:00 PM

i have been sending emails, everyday, no reponse. i chat everyday no help either?

why do i need a picture of my self?

You - 1:01 PM

I'm sorry I was chatting to another player

I just forwarded your account to the payments team. As soon as I get update I will let you know.

Moira - 1:02 PM

i wish i could belive that. but i have been told that many time , please see older chat.

You - 1:03 PM

I will check your account with our Vip host as well once they arriive

Moira - 1:03 PM

please. but this is so bad. no help any where. sad , very poor customer service.

same thing each days , emails and chats , and no one helps

You - 1:05 PM

I am sorry its my first time to handle your account I will let you know as soon as I get updaye ok.

1:05 PM

Moira - 1:05 PM

sorry , very upsetting ,

You - 1:06 PM

Conversation closed by you - 1:06 PM

Hi, I'm Bob, your automated assistant. Welcome to live chat! Please let me know how can I assist you?

THIS IS COPY OF MY RECENT CHATS.

MANY EMAILS ALSO NO REPLAYS

Thank you very much ckdbenz for your reply. I will now transfer your complaint to my colleague Viliam (viliam.v@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello ckdbenz,

I looked at your complaint and will do my best to help you. I would like to invite SportsandCasino.com into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal?

We would like to ask the SportsandCasino.com 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’.

I apologize, but since we haven’t received any response from the casino regarding the issue, we can not continue resolving this complaint and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the Casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The Casino can ask to reopen this complaint anytime.

We’ve reopened this complaint as per the Casino’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.

Comment from the Casino:

"Hello ckdbenz, 

Thank you for your post. After checking your account, we noticed that all of your pending payments were already sent. We do see that there was a delay with them, our payment department needs to make sure that all the necessary paperwork is sent to assure that you are the legit owner of the account and that we are sending the payments to the correct client. This is for your protection as well as ours. 

The payments you mentioned were:

$2100: which was sent on COMPLETE, 3D: NA (2022-04-07 14:44:35)

$1050: which was sent on COMPLETE, 3D: NA (2022-04-04 15:46:15)

$2125: which was sent on COMPLETE, 3D: NA (2022-03-31 09:06:25)

Additionally, in between those payments there were other payments that have been paid as well. They were:

$1275: which was sent on COMPLETE, 3D: NA (2022-04-04 15:45:46)

$1500: which was sent on COMPLETE, 3D: NA (2022-04-13 13:42:46)

$1100: which was sent on COMPLETE, 3D: NA (2022-04-15 08:52:52)

and $1306: which was sent on COMPLETE, 3D: NA (2022-04-18 14:30:22)

Once again, we are sorry for any delays in sending your payments. Please let us know if you have any further questions."

Dear ckdbenz,

can you confirm that you've received your winnings, please?

Winnings received. Thank you

Dear ckdbenz,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards,

Viliam Casino.Guru