SlotsPalace Casino - Player's withdrawal has been delayed.

I have won a large amount, and they told me I could withdraw only €500 a day. I agreed. I initiated the first withdrawal, and they said it would take 3 business days. If the money doesn't come through, I should contact them again. I sent them a message, and they told me everything was fine and the money would be in my account by 5 o'clock. However, nothing has been deposited, and now they are not responding to the emails I've sent them.

Dear alexaa91633,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. 

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

• Could you please advise if your account has been fully verified?
• When did you request a withdrawal from the casino? Is it still pending in your account?
• Could you please share any evidence supporting your case? (screenshots of withdrawal requests and communication between you and casino support)
• Please share screenshots here or send the information to my email at tomas@casino.guru

Looking forward to hearing from you.

Best regards,

Tomas

I sent you all to your email. Thanks!

Thank you very much, alexaa91633, for providing the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@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 alexaa91633,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the SlotsPalace Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear SlotsPalace Casino,

Could you please provide detailed information regarding this case and explain the reasons behind the delay in the player's withdrawal?

Thank you in advance for your response!

Best Regards,

Kubo

Hello alexaa91633,

We hope you find this email well!

As we checked your account, we would want to inform you that your withdrawal request from 29th of October 2024 was processed and sent from our side on 6th of November 2024.

The funds can take 3 - 5 working days to appear in your account, however, this is subject to the payment method used and your bank standards.

Regarding the rest of your balance amount we can see you have played the amount

If you have any additional questions, please, do not hesitate to contact us via email support@SlotsPalace.com or via Live Chat.

Our team wishes you all the best for your future activities!

Best Wishes,

SlotsPalace Team.

Dear SlotsPalace Casino,

Thank your for your recent update.

Dear alexaa91633,

Could you kindly confirm the current amount of funds you intend to withdraw? Your complaint included a disputed sum of €110,550. Is this figure still accurate, or has it changed?

Dear alexaa91633,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate this case further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

Best Regards,

Kubo