The player from Greece won €720 and requested two withdrawals (€500 on 19/6 and €220 on 20/6). After that, he did not see any progress, despite contacting casino support multiple times. The player received both withdrawals after 16 days following continual follow-ups via chat and email. The complaint was marked as resolved.
SlotsPalace Casino - Player's withdrawal is delayed.
Amount: €720
SlotsPalace Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
5 months ago
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5 months ago
Translation
I have been playing at this particular casino for about 1.5 months. I had already made 4 withdrawals at the beginning of the month, so I considered it quite reliable in terms of payments.
However, last week on 19/6, I won an amount of €720. I knew that the withdrawal limit is €500 per day, so I made a €500 withdrawal on 19/6 and the remaining €220 on 20/6.
Since then, up to today, 26/6, I haven't seen any progress on my withdrawals. I have contacted support multiple times, both via email and live chat, and they keep saying the same thing: "as soon as possible and as soon as possible" without providing any specific date for processing my two withdrawals. I'm starting to feel like they are giving me the runaround and that I will lose my money even though I have already played €3,000 within the month.
Can you please help me?
Automatic translation:
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5 months ago
Dear arikosss09,
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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5 months ago
Translation
Hi Thomas and Thank you for your prompt reply.
I know what you're saying and I've read it in other answers you've given to other players and in general the help your team offers.
In principle, they don't ask me for identification yet because it says that my account doesn't need identification yet.
I'm just complaining because at the beginning of the month I had made withdrawals which were made in 1 day and entered my account. Now we have booked 7 days and it is still pending and their response is that "it will happen as soon as possible" without specifying when that will be.
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5 months ago
Thanks for pointing that out.
Have you received your withdrawal since your last message?
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5 months ago
Translation
Good evening,
Just today I received my 2 withdrawals after 16 days and constant pressure on their chat and email.
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5 months ago
Dear arikosss09,
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,
Tomas
Casino.Guru
