SlotsMuse Casino - Player believes that their withdrawal has been delayed.

I am having problems with Slots Muse again.

They’ve changed their website address to slotsmuse777.com.

I’ve just won 10,600 euros mainly through roulette and now they’re saying they need to do additional checks which could take up to 30 days.

I’ve heard of them doing this before.

What can I do? I feel this casino is trying to scam me out of my winnings.

Can you help?

Dear joshkhan3333,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Complaints Resolution Center

I am fully verified and have been able to withdraw my winnings in the past.

I have been using this casino for more than a year.

They’ve said they need to verify my winnings with the gaming provider and that this may take 30 days, but usually is resolved within 72 hours.

Its a lot of money so I want to make sure they pay out.

I’ve asked them to supply proof that they’ve submitted a request to the gaming provider and they have refused.

I still haven’t received any of the 10600 euros I won.

Dear joshkhan3333,

Have you received your withdrawal from the casino yet?

Still haven’t received any money.

They emailed me to say that the gaming activity check came back and said I won my winnings legitimately.

I am waiting for my first withdrawal.

Unfortunately they only allow withdrawal of 400 euros at a time.

I’d like to keep this complaint open until I receive all my money.

Dear joshkhan3333,

Are the checks still ongoing? Have you been able to withdraw any balance yet? If yes, how many times and in what sum in total?

Hey please cancel the complaint. They did pay out about 2k in the end, but then I lost the rest of my winnings with them. They did actually honour my withdrawals in the end.

Dear joshkhan3333,

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,

Casino.Guru