SlotsPalace Casino - Player is struggling with withdrawals at SlotsPalace Casino.

I have played a lot at SlotsPalace Casino and deposited and withdrawn with thousands of euros, but now they won't let me withdraw any funds. At the moment I have 7353€ there sitting.

First they started randomly canceling my withdrawals and when I asked about them, they said that they didn't do it. This happened multiple times. The last successful withdrawal was on the 7th of April, so well over a month ago now.

Now when I'm trying to withdraw it gives an error code and says that I have to make an deposit using the same method of payment, even though I have used the very same payment method when depositing. However now when I'm trying to deposit so I could then withdraw my winnings, it doesn't let me use any of the payment methods they have. It just gives an error code. "error when connecting to the payment server". (the screenshots attached). My friends play at this same casino and they don't have this same problem, and this is why I think the casino is just somehow "blocked" me from the payment system.

I have been trying to ask from the chat multiple times for months now. Most of the times they just answer with a simple answer like "Don't worry your money is on the way". Now a week ago on the 9th of May I got a little bit better chat and I was hopeful that maybe I will finally get my money this time. But over a week has already gone by and still no email nor withdrawal has been made and when I go ask from the chat I get the same answer "The money is on the way, we have reminded the financial team about this!". I see a clear pattern here and I don't think that the casino has ever even thought about paying me.

Dear makkulaemil,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with SlotsPalace Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Have you requested a manual withdrawal from casino support before your interaction on May 9th?
• Were you able to confirm the withdrawal request for 500€ is being processed by the casino?
• Did you achieve your current balance with the help of a bonus?
• Is any withdrawal request recorded in your withdrawal history? Would you be able to share a screenshot from the withdrawal history section showing any transactions?
• Post screenshots here, or send them to my email at tomas@casino.guru

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

• Yes I requested manual withdrawal I think I attached the chat when I made the complaint, but I will send it to you email with the screenshots. They said that it will be done but it is still not confirmed after 2 weeks.
• I have gotten no confirmation whatsoever from the casino that the withdrawal has been confirmed or even is being processed
• I did not use any bonuses to achieve this balance. I deposited real money.
• I have withdrawal requests that has been confirmed, but as I said that I have played in this casino with no problems for many months now, but one day couple months ago the problems started and I have not gotten a withdrawal confirmed ever since

Thank you very much, makkulaemil, for providing the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru)  who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear makkulaemil,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite SlotsPalace Casino representative to join this conversation.

Dear SlotsPalace Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

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’ which may negatively affect its rating.

Dear all,

Thank you for reaching out!

We have checked the situation with the customer's withdrawals, and will attempt to proceed with withdrawing the funds manually. 

We will inform you in case of any updates. 

Best regards,

Slotspalace team

Dear makkulaemil,

Have you seen any update in your manual withdrawal process?

Dear makkulaemil,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hey,

SlotsPalace finally completed my withdrawal. Thank you very much for the help!!

Dear makkulaemil,

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,

Mirka

Casino.Guru