The player from Germany has been waiting for his withdrawal since September. We ended up closing the complaint as ‘unresolved’ because the casino failed to reply.
Slotsberlin Casino - Player’s withdrawal has been delayed.
Black points: 109
Amount: €1,000
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
8 months ago
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2 years ago
Translation
I implemented the bonus and have been waiting for the payment of 1000 euros since 09/21/2021. In the chat always the same answers come that it will be finished soon.
How much longer should I wait.
I feel really cheated by this casino. Depositing is quick, but withdrawing takes forever. Do not think that this is possible with the right things.
Automatic translation:
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2 years ago
Dear Thorsten,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?
If there is any relevant communication between you and the casino, please, forward it 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 very much in advance for your reply.
Best regards,
Kristina
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2 years ago
Translation
Things are not right there. My account at this casino was then confirmed and the verification was also successful.
Automatic translation:
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2 years ago
Thank you very much Thorsten for your reply. I will now transfer your complaint to my colleague Peter 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
Hi Thorsten,
I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Slotsberlin Casino to the conversation to participate in the resolution of this complaint.
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2 years ago
We would like to ask Slotsberlin Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating.
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2 years ago
Hi Thorsten,
I tried to get in touch with the casino repeatedly but had no success. Since the casino has no valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. I’m afraid, there is not much that can be done without cooperation from its side. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I wish I could be of more help.
Best regards,
Peter
