HomeComplaintsSlotsNBets Casino - Player’s dissatisfied with the withdrawal process.

SlotsNBets Casino - Player’s dissatisfied with the withdrawal process.

Amount: £1,000

SlotsNBets Casino
Safety Index:Very low
Submitted: 17 Oct 2021 | Case closed : 17 Nov 2021
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

2 years ago

The player from the UK is waiting for his withdrawal to be processed. We rejected the complaint because the player stopped responding to our messages and questions.

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2 years ago

Hi I requested my first withdrawal on 6th October 2021 and my second on the 11th October 2021. I am yet to receive either of these withdrawal even though they have been taken off pending and the casino have emailed me to say that the payment has been processed.


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2 years ago

Dear Lee,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. It’s quite usual for withdrawal, 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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.

Have you ever made a successful withdrawal before? Do I understand correctly that both withdrawals are marked as processed in your account?

Additionally, please forward any relevant communication between you and the casino to kristina.s@casino.guru.

Looking forward to hearing from you.

Best regards,

Kristina

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2 years ago

Hi Kristina,


These two withdrawals are my first two at the casino. Yes both withdrawals have disappeared from pending and are now regarded as processed, however, I have not received the money in my account. I can forward some of the emails they have sent to me over to your email address.


Lee

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2 years ago

Hi I have now received the first 500 , thank you

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2 years ago

Great news, it seems that issue will be resolved soon. I will keep this complaint opened until your confirmation regarding successful withdrawal. Please let me know as soon as you receive the last payment.

Edited by a Casino Guru admin
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2 years ago

Dear Lee,

Has there been any news? Have you received another part of your winnings? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.

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2 years ago

Hi I have now received my second payment. However they have now completely cleared my account and have taken 2240 out of it. I emailed them to say why have you taken this money out and they have replied to say I have breached the terms and conditions in regards to bonuses so they have the right to take the money. I have never used a bonus at this casino. It is actually laughable the way they lie

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2 years ago

Would you be so kind and forward me that email? My email address is  kristina.s@casino.guru. Thank you in advance.

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2 years ago

Hi I have forwarded the email. I have not bet on the casino since winning £2700 and then £700 about 3 weeks ago. I have definitely not broken any terms at all.

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2 years ago

Thank you, Lee. I see that you've been accused of placing a bet higher than 30% of your deposit (I assume since you mentioned that you didn't claim any bonuses). We will contact the casino and ask for their justification why your winnings have been canceled, but, before we do so, please could you tell me if you are able to reach your game history (please forward it to kristina.s@casino.guru) and indicate how much was your last deposit? 

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2 years ago

Dear Lee,

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.

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2 years ago

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

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