The player from Germany has requested a withdrawal a month ago. It has been pending since. The complaint was closed as unresolved as the casino did not respond to us within the given time.
Slotsberlin Casino - Player’s withdrawal has been delayed for a month.
Black points: 125
Amount: €1,588
Slotsberlin Casino
Safety Index:Very lowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
2.5
Slotsberlin Casino has a Safety Index of 2.5, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
3 years ago
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3 years ago
Translation
Hello,
I requested a payment of 1588eur on March 31, 2021.
Have the sales conditions as well as the amount of the stake according to the terms and conditions '' behavior.
After applying for the payout, I received an email that the processing time would take 7-21 days.
Live chat and email support mean I should wait but nothing happens. The status is still "in progress" since March 31, 2021
am very disappointed with the casino, such a payout length cannot be justified.
Verification with KYC and also with passport and bank statements were successfully carried out and also confirmed by the support.
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3 years ago
Dear francodn,
Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Do I understand correctly that you’ve accumulated your winnings with an active bonus? Could you please advise if you’ve received any payments from this casino in the past?
It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but a month is really a long time.
Nevertheless, 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,
Petronela
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3 years ago
Translation
forgot, is my first payout at Slotsberlin
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3 years ago
Thank you very much, francodn, for providing all the necessary information. I will now transfer your complaint to my colleague Nick 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.
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3 years ago
The casino responded us through e-mail. I would like to ask them now to respond here and help us resolve the issue.
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3 years ago
Translation
Hello, first of all thank you for your effort, unfortunately I have not received an email from the casino and the status is still "Processing" as of May 4th, 2021 2.30pm.
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3 years ago
Translation
Hello again,
I looked at Slotsberlin this morning and it said the following:
No.TypeDateAmount (€) StatusReasonAccount balance58102216Payment (Manual by Admin) 2021-05-08 05: 29-1549.01CompletedManual by LG adjustment1588.0151712441Payment (bank transfer) 2021-05-08 05: 28-1588CancelledSet by LG T & C1588.16
and got the original deposit (39Euro) into my gaming account, I think they kept my winnings, unfortunately I didn't get an email or any other explanation.
I strictly adhered to the rules for the bonus requirements and met all conditions.
For me this is fraud, especially since no rule violation can be identified in the game transactions!
But after reading about the casino group, it was clear to me that something like this would happen!
After a long time, I hadn't expected the money anyway, but I would still be interested in the reason for such an action.
To all German players, Book of Ra is at least currently not approved online in Germany and whoever offers something like this for Germany, at the casino it can not go with right things !!!!
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3 years ago
Dear SlotsBerlin,
Could you please kindly provide us with a relevant explanation?
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3 years ago
Translation
Hello,
thank you for the request you send to Slotsberlin.
I'm also very curious about the explanation and why it takes almost 6 weeks to make that decision.
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3 years ago
We haven't reaceive any asnwer from SlotsBerlin yet. Please note if we won't get any respond within the next 7 days, we will be forced to close the complaint as unrensolved which could lead to casino's rating deduction.
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3 years ago
Unfortunately, the casino still did not respond to us, therefore the complaint will be closed as unresolved which could negatively affect the casino's rating. I'm really sorry we could not help you more in resolving your issue but there isn't much we can do as long as the casino in non-responsive. Please do not hesitate to contact us if you will come across any other trouble in the future, we will gladly try to help.
Best regards,
Nick
Casino.guru
