SlotsPalace Casino - Player's withdrawal request is delayed.

Won 350€. Withdrew it two days ago. Contacted support via messages just to know how many days it will take to get MY money. At first support was polite and answered fast.

Today I contacted support again 4 times. First try: the transaction has been made by their side and if I do not see the money I should contact my bank. Second try: they tell me a whole other story about the money, something like the withdrawal was cancelled from the system(????). Simply answered that ok I respect that but I still need the money back at least in my slotspalace balance and they answered "They will be in your balance in a few minutes " or something like that….

Third time: asked about it again and what’s going to happen with my money. Waited for like 10 minutes, then another ten, and so on…

Fourth time: There is no fourth time I can’t even contact support I’m pressing the icon in different browser after refreshing and nothing still happens…

Thieves…

Dear Athanasatos,

Thank you very much for submitting this complaint. I'm sorry to hear about your issue. Please allow me to ask you a few questions to make sure I understand your situation completely.

Do I understand correctly that your withdrawal request was canceled?

Could you please confirm that you passed the KYC verification?

Have you made any successful withdrawals from this casino in the past?

Have you accumulated your winnings with or without an active bonus?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Dear Athanasatos,

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.

Good evening, at first they told me that the request was canceled although they never explained the reason... Then they told me that everything is fine (5 days ago), whenever I calmed down too until yesterday I messaged customer service at least three times and everyone they told me that the withdrawal has been made and not to worry... Then I also sent an email to support to receive the receipt of my withdrawal something which I never received other than a message that says: "Your request (10757***) has been updated. To add additional comments, reply to this email."

I don't know what to do, it's €350 and I have Drn left over... I've made another withdrawal of 180 and that's still nothing, I'm still waiting in the hope that at some point I'll get it. However, it is unfair for me to suffer like this because a company is looking to "steal" the money of the common people....

I hope I helped you…

Regarding the identification, I have given all my information since the day I opened the account, but it never seemed that anyone was interested in the certification...

On my part I have not done anything wrong 100% I am very careful.

Thank you for your response. Could you please post the screenshot of your withdrawals here? When was your withdrawal approved? Kindly note that we allow casinos 14 days to process the withdrawal requests.

Dear Athanasatos,

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 further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.