The player from Germany has been waiting for his withdrawal since November. The complaint was closed as unresolved as the casino has no reaction policy toward our complaints.
Slotsberlin Casino - Player’s struggling to withdraw his winnings.
Black points: 354
Amount: €2,000
Slotsberlin Casino
Safety Index:Very lowSafety Index
Casinos with a Very low Safety Index usually have many relevant complaints from players or other relevant issues. In general, we don't recommend playing at casinos with a Very low Safety Index.
Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
2 years ago
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2 years ago
Translation
Have you had any experience with successful payouts from Slotsberlin.com?
I applied for a payment of 2000.00 € on November 30th
but if you ask in support you will only be asked to be patient, with standard answers. I played with no bonus.
the singular minimum also increases in steps of 5.
from 10 to 15 and further to 20 etc.
There is still this and that to be checked ...
Example answer:
"Your withdrawal request is pending, it is being checked by our technical department.
We are not yet able to provide time frames or other details at this point in time.
Please be patient.
The whole process can take approximately 7-21 working days as you received in your confirmation email. "
In the transaction mail it was stated that their working days only count from MO-THU.
dubious slot
Automatic translation:
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2 years ago
Dear Kevin,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Would you be so kind and confirm you passed the KYC verification? Have you ever made a successful withdrawal before?
Additionally, please, forward any relevant communication between you and the casino to kristina.s@casino.guru (or alternatively post it here).
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,
Kristina
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2 years ago
Dear Kevin,
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
Translation
Good evening. Still no payout received until now.
If you write to support you won't get any exact information.
I forwarded multiple chat recordings.
You only get statements like this:
"is still being processed"
"it still has to be checked"
"it won't take long" etc
According to my last request, the waiting time so far would be normal ....
"21 days processing time" means 21 working days at Slotsberlin
At Slotsberlin, working days are only counted from Monday to Thursday.
According to support, if you apply for a payment on November 30th, 2021, the 21 days would be over on January 5th, 2022 ....
Ridiculous.
I just want to warn other people about this site! all cheaters
Automatic translation:
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2 years ago
Thank you very much Kevin for your reply. I will now transfer your complaint to my colleague Nick (nikolas.b@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.
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2 years ago
Hello Kevin,
I'm Nick and I'll be assisting you from now on. I would like to ask Slotsberlin Casino to join us and help us resolve the player's issue.
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2 years ago
We haven't hear anything from the casino so far. I would like to ask them again to respond otherwise we will be forced to close the complaint as unresolved within the next 7 days, which may then lead to rating deduction.
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2 years ago
Translation
Good day,
there is no reaction from the casino. In the chat support it still says "that you should be patient" and the "payment is being processed and needs to be checked further etc etc.
all cheating
Automatic translation:
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2 years ago
Dear Kevin,
Unfortunately, as you can see we haven't receive any respond from the casino either. We will be now forced to close the complaint as unresolved which may negatively affect the rating of the casino. I'm really sorry that we could not help you more but feel free to contact us if you will come across any other trouble again in the future.
Regards,
Nick
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