The player from Germany has requested a withdrawal more than two months prior to submitting this complaint. Unfortunately, winnings haven’t been received yet.
Slotsberlin Casino - Player’s withdrawal has been delayed.
Black points: 222
Amount: €3,000
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
2 years ago
Public
Public
2 years ago
Translation
I signed up at Slotsberlin.com in March 2022 and claimed a bonus. I played different games over a few days. In the end I won almost 4000 EUR playing Gonzos Quest and this with the maximum bet with an active bonus of 5.00 EUR per spin.
I also met the wagering requirement (mine was x45 ).
In the end I kept playing and ultimately made a payout of EUR 3000.00.
This was on 4/3/2022.
I carried out the identity check that had to be made before the payment.
According to their terms and conditions, the payment is made in 48 hours.
The payout email says 7-21 business days. That these are now elapsed…. 😊 well.
I have very funny chats with chat people (funny is ironic). Actually, you always only get the standard answers.
Once, without logging in, I asked in the chat whether the entries on the Internet about you being a scammer were correct. The answer was that I shouldn't believe it. Everything is correct with them.
I then asked how long it takes to pay out. The response was a maximum of 21 business days.
Then I asked with my e-mail address to look after my payout. It got quiet in the chat and in the end it was just a standard answer.
Automatic translation:
Public
Public
2 years ago
Dear MJ1985KI,
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? Have you been given any explanation what caused the delay?
It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but more than two months is an unusually long time.
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
Public
Public
2 years ago
Dear MJ1985KI,
We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.
Public
Public
2 years ago
Translation
I applied for my payout on April 3, 2022.
According to the terms and conditions, withdrawals are made within 48 hours.
The payout email says 7 to 21 business days.
It's been almost three months now.
They just put me off and say they hope it goes quickly.
Automatic translation:
Public
Public
2 years ago
Thank you very much, MJ1985KI, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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.
Public
Public
2 years ago
Hello MJ1985KI
I'm Michal and I have taken over your complaint. I have reviewed your case and will contact the casino to see if I can help. Please bear in mind that Slotsberlin Casino ignored us in our attempts to mediate any kind of issue. Regardless of several unresolved complaints marked "No Reaction Policy" we keep on trying.
We would like to invite Slotsberlin Casino to join the conversation.
Dear Slotsberlin Casino,
Can you please provide some information regarding the long delay of the player's withdrawal?
Public
Public
2 years ago
Translation
A new withdrawal order was issued by me on 07/03/2022.
I asked again in chat. The live chat operator announces that you are waiting for a response from the operator of the site. But you've been saying that for weeks.
Automatic translation:
Public
Public
2 years ago
We would like to ask the 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, we will close the complaint as ‘unresolved’.
Sensitive attachment
Sensitive attachment
2 years ago
Translation
There are always new excuses. Now it is a technical problem.
Automatic translation:
Public
Public
2 years ago
Translation
An interim.
I found out that the chat operator and the casino operator are supposedly separate.
The chat operator offers its services via the provider Zoho in Germany.
This is based in Düsseldorf. I have now informed the provider that as a precaution I am reporting the company because it provides the services for the fraud.
Automatic translation:
Public
Public
2 years ago
We would like to ask the 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, we will close the complaint as ‘unresolved’.
Public
Public
2 years ago
Dear MJ1985KI,
Unfortunately, we have come to a point, where we are not able to move forward with this complaint. Slotsberlin Casino has numerous cases closed as "No Reaction Policy," which clearly shows the casino is not interested in cooperating with us.
We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts to resolve any kind of issue were unsuccessful as the complaints grew in numbers.
Sadly, we are forced to close your complaint as "unresolved." This will affect the overall rating of the casino. I understand this isn't a satisfactory solution to your issue however, the decrease in rating caused by unresolved complaints could change the casino's approach.
We can only recommend you to take a moment and read a review of each casino before you start playing in the future and only play in licensed casinos with a good rating.
We wish we could be of more help.
Best Regards
Michal
The casino can reopen this complaint anytime.
