The player from Czech Republic had been waiting for a withdrawal for less than two weeks. Unfortunately, their payout hadn’t been received yet. The Complaints Team had advised the player to be patient, as withdrawals could take up to 14 days to process. The delay could have been due to unfinished KYC verification or a high volume of withdrawal requests. However, the player later confirmed that the issue had been resolved and that the delay was due to a bank error. We then marked the complaint as resolved.
SlotsPalace Casino - Player’s winnings haven’t been received yet.
Amount: 29,000 Kč
SlotsPalace Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
7 months ago
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7 months ago
I won the money, 13,000 CZK and 16,000 CZK, I received a confirmation email that the money was sent to my account. The money never arrived and they sent it a week ago. They won't send me a confirmation that the money has been sent and keep telling me to wait, that they have escalated the case. Each time they tell me something different. They don't reply to emails. I think this casino is a scam.
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7 months ago
Dear Mark588,
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
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7 months ago
Translation
I already have the money, unfortunately this is an error on the part of the bank. I am sorry. Please close the complaint
Automatic translation:
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7 months ago
Dear Mark588,
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
