The player from Spain had requested two withdrawals totaling 650€. Despite being told the process would take up to three business days, five business days had passed. The player later received the first withdrawal of €150 and then confirmed receipt of the remaining €500, expressing trust in the casino. As a result, we had marked the complaint as 'resolved'.
SlotsPalace Casino - Player’s withdrawal has been delayed.
Amount: €650
SlotsPalace Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
Good afternoon, last Monday I requested a withdrawal of 150€ and another one of 500€ on Thursday, leaving me with a balance of 700€, which I gambled and lost, so I'm not going to complain about that,
But the truth is, they've been giving me the runaround since Monday, saying it might take up to 3 business days. Now, it's the 5th business day and today some agents are telling me it counts as the 3rd business day. Another agent told me that the withdrawal would be in my account within the next few hours or by tomorrow, but their colleagues deny this, saying there are delays and it won't be processed until at least Monday. This is unacceptable,
Considering that I am an excellent player, having deposited 1300€ in your casino just this week, I expect a reciprocal lack of difficulty when it comes to withdrawals. I ask for your help, as it's beginning to seem like I'm being taken for a fool.
Automatic translation:
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1 year ago
Dear itsruizv1993,
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,
Tomas
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1 year ago
Translation
Hello, update, I received the first withdrawal of €150 today at 12 noon. I am going to give a vote of confidence to the casino and I am waiting for them to deposit the remaining €500 in my bank. Thank you !!!
Automatic translation:
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1 year ago
Thanks for the update.
Have you received the remaining funds yet, since your last message?
Please let me know.
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1 year ago
Dear itsruizv1993,
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 issues with any online casino in the future. We are here to help.
Best regards,
Tomas
Casino.Guru
