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

They constantly ask for more documents about identity. Address information, bank statements, selfie, passport (which is not valid when it expires) and driver's license have been sent. Now there is no answer.

Dear Marylili,

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

Dear Marylili,

Have you received your withdrawal from the casino yet?

Hey. I have received €500 of that €2,000 amount. Now the next withdrawal that I requested on October 6 is going on, the money still hasn't been transferred to the account.

Thank you for your reply, Marylili. Could you please advise when exactly you received the successful withdrawal? Did you opt for the same withdrawal method to request all withdrawals?

What is the current status of your withdrawal request? Is it marked as pending or processed in your account?

I received a successful withdrawal of €500 on 4.11, I immediately put the next one in the request but it was found that it is not possible to make a withdrawal request on the same day, I tried the next day, the same notification, so on 6.11 the withdrawal request was only successful and now it is in a state of waiting. Checkout in the same way as the first one.

Today, my withdrawal of €6,11,500 was canceled and put back into my bank account. I immediately made a withdrawal request again, but again the withdrawal will be delayed a lot.

2022 its €2000 and €500 was successfully repatriated.

I'm still waiting for my withdrawal.

Have you tried contacting the casino regarding this issue? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

The next €500 withdrawal was successful today, 3 weeks passed. Now I'm waiting for the next homecoming. Yes, they will, but it will take a long time. This complaint can be removed.

Do I understand correctly that we can consider this complaint resolved?

Yes

Dear Marylili,

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