Slotsberlin Casino - Player’s withdrawal has been delayed.

I made a deposit of £50 at slots Berlin casino

Played through the wagering and attempted to withdraw my £500 winnings

I have been waiting over 1 week and it's still pending in my account

I have verified my account with all the documents they required.

When I ask in chat they give me a standard response that they give to everybody and not specific to me.

Stating high volume to get through. This ain't good enough, not my problem.

Dear Sim,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Could you please advise which payment method you have opted for? Do I understand correctly that your withdrawal is still pending inside the account without being processed?

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, especially if it’s your first withdrawal. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

OK, thanks I will wait a little longer, I deposited with mastercard.

The casino was slots Berlin which did not appear on your list of casinos when I filled out the form

Your request is currently pending meaning that our team is checking it. In general, once withdrawal is requested, appropriate department initiates within several business days it after checking your game, financial and account history. This may take another couple of business days depending on payout amount and on volume my colleagues need to check. Once issued, bank wire transfers may take another 7-21 days to arrive.

They are only going to pay me £300 instead of the £500 I won!

Hello!

The amount is corrected with the implementation of the rule: 

8.3.1 If a player's accumulated life time deposit is not greater than 200 euros, then the player will be allowed to withdraw only up to x10 his last deposit. (Any excess amount will be forfeit)

Kind regards,

Lexa

Customer Support Team

Slotsberlin

Thank you, Sim, for your replies. We need to add Slotsberlin Casino to our database. Could you please advise if this is the correct website link? https://www.slotsberlin.com/? 

Yes this is correct

I don't think this should be allowed having thought about it as my last deposit was £30 which is 10 times my withdrawal request, however has nothing at all to do with my initial request having then deposited £50, therefore x10 would equal the £500 I requested

Dear Sim,

Could you please forward your entire cashier history? My email address is petronela.k@casino.guru. Thank you in advance.

Thank you very much, Sim, for providing all the necessary information. I will now transfer your complaint to my colleague Matej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

OK, thanks.

Still not received my withdrawal after I think 15 days now.

Hi I have just received this email, 16 days after my request for withdrawal

Hello , 

I trust that my email finds you well.

I am writing regarding your withdrawal on SlotsBerlin.

Unfortunately, your activity is in direct violation with point 8.3.1 of our Terms and Conditions, that you agreed with upon creating the account.

8.3.1 If a player's accumulated life time deposit is not greater than 200 euros, then the player will be allowed to withdraw only up to x10 his last deposit. (Any excess amount will be forfeit)

Taking all this into consideration, we had to cancel your withdrawal and reset your balance ,with the excess amount forfeit.

Your balance is now 300, which is the amount you can choose either to withdraw or to continue playing with.

Before re-applying for the withdrawal, please reply to this email by saying that you understand and accept the amount you are eligible for at this moment.

Thank you very much for understanding.

Best regards,

Mit freundlichen Grüßen, 

Miley

Hello Sim.

I checked your files, and when your withdrawal was processed (5.12.) your last deposit was £30. That's the reason why (by the rule which make no sense for me) casino capped your winnings on £300.

Our policy is that we do not punishing casinos for bonus rules - because we believe it's up to them how they limit or set the bonuses. However, in this case, the rules make no sense, and I hope that soon casino realize that.

My personal opinion:

Withdraw the winnings find some standard casino where you can play. In Slotsberlin Casino, they have terms and conditions which we do not consider as fair. 

I have requested this withdrawal for 300, when I receive this I will then fight for the 200 I am owed.

Thanks for your comments

They have appeared to have cancelled my withdrawal then email me to say do I understand and accept the £300 due to there strange bonus rules. Then manually add the £300 back to my account. So I have to request the withdrawal again!. I'm thinking this is to delay the payment and initiate another 7-21 days for payment to be processed. As I've now been waiting around 18-19 days

Still waiting for this withdrawal

As I wrote, the rule doesn't make sense much, but please consider the fact that this rule was applied on bonus play. (unfortunately, in real money play, the casino would use this rule too) That's why the casino has a bad rating from us. As I mentioned before, when playing with a bonus, the casino can limit the winnings, as in your case. (so technically they are right) 

You can, of course, try to fight for the remaining £200, but I don't believe you can win that. (regulator will be on the side of the casino) That's why I am suggesting to you, withdraw the £300 and play elsewhere. It's not worth wasting your energy on that.

I have done the withdrawal 20 days ago this it what I am saying, I'm not bothered about the other amount I just want my winnings paid to me

What was the date when you again withdraw £300?

I attempted to withdraw my balance of 500 after I Had played through the wagering towards the end of November, but they cancelled this and initiated a new withdrawal with the amended amount of 300 a few days ago. Emailing my first to confirm I was happy to take the new amount. What could i say, I just want my winnings paid to me

I have received my £300 today, I have now closed my account with them

Dear Sim,

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 before you deposit in the next casino, check the reputation of this casino on our website.