HomeComplaintsSlotsPalace Casino - Player's larger withdrawals are delayed.

SlotsPalace Casino - Player's larger withdrawals are delayed.

Amount: €1,000

SlotsPalace Casino
Safety Index:Above average
Submitted: 03 Apr 2024 | Resolved : 06 Apr 2024
Resolved Our verdict

Case closed

RESOLVED

Case summary

2 weeks ago

The player from Greece had experienced delayed withdrawal from an online casino. She had withdrawn amounts of €500 twice and €76. The smallest amount had been paid out promptly, but the two larger amounts had been pending. She had reported unsatisfactory customer service from the casino. However, during the complaint process, she had confirmed that all her winnings had been credited to her account. We had closed the complaint as 'resolved' after her confirmation.

Public
Public
2 weeks ago
Translation

On the 25th of March, I initiated a withdrawal of 500€.

On the 29th of March, I made another withdrawal of 500€.

On the 30th of March, I made an additional withdrawal of 76€.

The sum of 76€ was credited to my account the same day despite being my last withdrawal request, preceeding the other two amounts.

I've tried many times to communicate with their support department, and their responses have been neutral. They told me to be patient and that the money would be processed as soon as possible.

I asked several times why only the 76€ was processed instead of the 1,000€. One person told me it was because it was a smaller amount, another said that the size of the amount didn't matter, and another avoided answering the question.

Whenever I ask a question, they say that they don't work in the financial department so they don't know when the money will be processed. They told me to be patient and that I will be informed via email. I've sent them an email but they haven't responded yet.

The amount I've won is substantial, and I'm worried that I've lost my money.

Automatic translation:
Public
Public
2 weeks ago

Dear Lavalava12,

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 the 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, please, let us know and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Petronela


Public
Public
2 weeks ago
Translation

Yes, yes

I will still wait until 14 days have passed since the 1st withdrawal.

Thanks

Automatic translation:
Public
Public
2 weeks ago
Translation

I would like to add that every time I ask service they avoid answering, tell me to be patient and hang up.

No other company has ever treated me like this.

They also tell me that they don't belong to the finance department but when I tell them to put me in touch with that department they don't answer

Automatic translation:
Public
Public
2 weeks ago
Translation

I would like to inform that the one withdrawal of €500 was credited to my account today

Automatic translation:
Public
Public
2 weeks ago
Translation

All the money came in.

Slotspalace is a reliable casino!

Automatic translation:
Public
Public
2 weeks ago

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Lavalava12, for your confirmation, and please don’t 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,

Petronela

Casino.Guru


flash-message-reviews
User reviews – Write own casino reviews and share your experience
Forum_alt
Join the discussion on our Forum and meet casino players from all over the world
Subscribe to our newsletter for newest no deposit bonuses, new slots, and other news