The player from Germany was concerned about a significantly delayed withdrawal, which had been pending for 48 hours despite the casino's policy of processing withdrawals within 24 hours. He stated that despite confirming his verification status via live chat, he received an email requesting additional documents. We advised patience and cooperation, mentioning that delays could occur due to KYC verification or high withdrawal volumes. The player failed to respond to our follow-up questions, leading to the complaint being rejected due to lack of information.
SlotsToto Casino - Player's withdrawal is delayed.
Amount: €750
SlotsToto Casino
Safety Index:Very lowSafety Index
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2.7
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
4 months ago
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4 months ago
Translation
I am concerned that my withdrawal is being significantly delayed. Although the website's Terms & Service state that a withdrawal is processed within 24 hours, my withdrawal request has already been pending for 48 hours.
Automatic translation:
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4 months ago
Dear markster332,
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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4 months ago
Translation
Hello,
Of course it can take a little longer. But it clearly says on their website that it will be processed within a day. I also checked twice in the live chat that I was fully verified. However, I just received an email saying that documents were still required, but I submitted them a long time ago. This all seems a little shady to me.
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4 months ago
Translation
They keep asking for more information. This is not the casino's concern. They refuse to pay me the money-
Automatic translation:
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4 months ago
Dear markster332,
- Could you please list which documents you already submitted to the casino?
- Which were accepted and which were rejected?
- Is your casino account still accessible to you?
- Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
