HomeComplaintsSlotsPalace Casino - Player’s withdrawals are delayed.

SlotsPalace Casino - Player’s withdrawals are delayed.

Amount: €1,500

SlotsPalace Casino
Safety Index:Very high
Submitted: 31 Aug 2024 | Case closed : 16 Sep 2024
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

2 months ago

The player from Greece had made three withdrawal requests of €500 each, with the first request made on August 13. After nearly 20 days, none of the withdrawals had been processed, despite her repeated inquiries to customer support, which assured her that the withdrawals were in the final stage. The issue remained unresolved as the player did not respond to the Complaints Team's inquiries, leading to the rejection of the complaint.

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2 months ago
Translation

Good evening. I have made a withdrawal request on 13/8, which was the first one. After that, I made two more requests, a total of three requests for €500 each. Even though nearly 20 days have passed since the first request, none of my withdrawal requests have been deposited. I continuously contact live chat, and they tell me to be patient and that they have checked my game account and the withdrawal is in the final stage. However, there has been no progress with any deposit.

Automatic translation:
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2 months ago

Dear Kmyrto_7, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so that I can understand the whole situation completely.

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

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

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

Best regards, 

Veronika

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2 months ago
Translation

In the past I have made successful withdrawals yes without being asked for any kind of verification neither then nor now, I collected my winnings without any active bonus

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2 months ago

Thank you for your reply. Could you please forward me all the communication between you and the casino customer support that could be relevant to the investigation of your case? My email address is veronika.l@casino.guru.

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2 months ago

Dear Kmyrto_7,

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.

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2 months ago

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.

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