The player from Germany has requested a withdrawal seven months prior to submitting this complaint. Unfortunately, winnings haven’t been received yet. We closed the complaint as "unresolved" since there has been no reaction from the casino to our attempts to contact them.
Slotsberlin Casino - Player’s withdrawal has been delayed for several months.
Black points: 278
Amount: €1,500
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
The credit will not be paid out. I asked several times and was always put off with excuses.
The payout was already requested on November 1st, 2021, after which the account was reset to zero at the beginning of 2022 and after contacting support it was credited again but still not paid out. The €1500 was won regularly without a bonus.
So if you want to play here you can do that, but the winnings will definitely not be paid out.
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2 years ago
Dear Enrico,
Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Do I understand correctly that your withdrawal is still pending inside your account without being processed or it has been processed but never reached you? Which payment method you have opted for?
It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but more than half a year is a long time indeed.
However, 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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2 years ago
Translation
I can only speak of having helped when the money is in my account.
Kind regards
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2 years ago
Dear Enrico,
Do I understand correctly that your withdrawal is still pending inside your account without being processed or it has been processed but never reached you?
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2 years ago
Translation
....yes, the payment was still outstanding after half a year.
It was recently credited to my gaming account again and I have instructed the €1500 to be paid out again.
Now Slotsberlin will again refer to processing times....so if you think the money will be paid out here, you can wait a long time because that won't happen!!!
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2 years ago
Thank you very much, Enrico, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your assistance. However, I would like to warn you that it seems to be a common practice of Slotsberlin Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of several unresolved complaints marked "No Reaction Policy" we keep on trying.
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2 years ago
Translation
...the money is in process....just process it and then pay me!
Then everyone is happy!
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2 years ago
Hi Enrico,
I've just reviewed your case and fully understand your concerns about the delayed payout. I'll try to contact the casino and we'll see what can be done to help you.
I'd like to invite a representative from Slotsberlin Casino to join the conversation and participate in resolving the problem. Can you please provide us with more details regarding the case and the reasons for such an unusually long delay in processing Enrico's withdrawal request?
Best regards,
Natalia
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2 years ago
Translation
Ok, on my part everything has been said, I'm now waiting for my money!
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