The player from Finland faced issues with two €500 withdrawals made on August 18 and 19, which remained unpaid. Despite having the necessary documents, customer service continued to provide generic responses, claiming payment would occur within three business days, but it had been nearly a week. The issue was resolved as both withdrawals were completed today. The complaint was marked as 'resolved' in our system, and the player was encouraged to reach out for any future issues.
SlotsPalace Casino - Player's withdrawal has been delayed.
Amount: €1,000
SlotsPalace Casino
Safety Index:Very highSafety Index
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9.2
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 months ago
Public
Public
2 months ago
Translation
The withdrawal was made on August 18 and August 19, both for €500. The casino does not want to pay, and the customer service representatives keep promising that it will be paid within 3 business days at the latest, but now it has been almost a week, and I keep getting the same copy-paste responses. The documents are in order.
Automatic translation:
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Public
2 months ago
Dear Geisseli,
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,
Veronika
Public
Public
2 months ago
Translation
Looks like I'll have to come back here after 14 days. Now more than a week has passed and the customer service only responds with the same copy paste messages.
Automatic translation:
Public
Public
2 months ago
Dear Geisseli,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Veronika
Casino.Guru
