The player has deposited money into his account, but the funds seem to be lost. The player later confirmed that the withdrawal was processed successfully, therefore we marked this complaint as resolved.
Slotsgallery Casino - Player’s deposit has never been credited to his account.
Amount: €700
Slotsgallery Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
10 months ago
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10 months ago
Translation
I made 2 transfers via Volt for €200 and €500.
These were charged to my bank and never credited to my player account.
I have not received any response from the casino's finance department.
Screenshots of the bookings are attached.
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10 months ago
Dear Arjen75,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. They need to investigate, but bear in mind, that it’s a complicated process that takes one month approximately. In these cases, the casino usually has its hands tied.
I’m sorry that we couldn’t be of much help at this time. I will leave this complaint open for a month and kindly ask you to keep us updated. Thank you very much for your understanding.
Best regards,
Kristina
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10 months ago
Translation
I'm afraid this is a "casino specific" issue. Also see the other complaints about Slotsgallery.
Unfortunately there is no feedback from Slotsgallery. Despite the support promise.
A message has already been sent to Volt. However, in the past it was always an absolutely reliable payment partner (albeit with a considerable time lag when making deposits).
Please help me here to contact the casino. Especially since a further payment is also delayed (despite successful verification). I cannot share the very good rating of the casino so far.
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10 months ago
Translation
In the meantime, the deposits have been found and credited by the casino. Contrary to your assessment, the problem was not with the payment service provider, but with the casino.
Unfortunately, my payout is still delayed. This has been the case since June 14, 2023. Despite full/successful account verification.
Should I open a new complaint about this, or can you also support me on this based on this complaint?
I still cannot share the positive rating of the casino at all.
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10 months ago
Thank you for your reply, Arjen75. I am pleased to learn that the issue regarding the lost deposit has been resolved. We can proceed with addressing the second problem in this conversation. However, I would appreciate it if you could provide me with additional details about the situation.
Do I understand correctly that you requested the withdrawal on June 14? Have you made any successful withdrawals before?
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10 months ago
Translation
Since 14.06. I am trying to request withdrawals without success. So far none have been successful. It is real money (i.e. without any bonuses) after successful verification. Again and again these were rejected by the casino with flimsy justifications. I only got a reason when I asked. I can send you screenshots of the withdrawals (which didn't happen).
Support repeatedly refers to the overburdened finance department or management. Here I only get standard texts without concrete content or perspective.
My withdrawal request is currently not even in the status "in progress".
It's beyond frustrating.
The withdrawal amount is €1,505.
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10 months ago
Translation
Hello Kristina,
could you write to the casino and ask for feedback or take responsibility?
So far we only communicate. And I think the problem is with the casino.
Thanks and best regards
arjen
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10 months ago
Translation
In the meantime (after countless unsuccessful attempts to contact support) my money has been paid out.
The complaint can be closed.
However, I cannot recommend the casino.
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10 months ago
Dear Arjen75,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Kristina
Casino.Guru
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