The player from Spain experienced a delay with their first withdrawal of €1,100 despite being verified. They believed the delay was intentional to make them cancel the withdrawal. The withdrawal was not being processed by bank transfer, and they sought help contacting the casino. We advised patience and set a timer for 14 days to allow the casino to process the payment. Due to a lack of response from the player, the complaint was rejected.
SlotsVil Casino - Player’s withdrawal has been delayed.
Amount: €1,100
SlotsVil Casino
Safety Index:LowSafety Index
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3.7
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
5 months ago
Public
Public
6 months ago
Translation
Hello, this is my first time making a withdrawal. I am verified, but they are delaying the withdrawal so that I cancel it, which I will not do. Withdrawal of 1100 by bank transfer is not being processed, and days keep passing. Please, I need help contacting the casino.
Automatic translation:
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6 months ago
Dear Turele,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
- Do I understand correctly that your payment is still pending inside the account without being processed?
- Could you please specify how many days ago was your withdrawal requested?
- Were your winnings accumulated with or without an active bonus?
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, especially if it’s your first withdrawal. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.
Looking forward to hearing from you. Thank you in advance.
Best regards,
Petronela
Public
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6 months ago
Translation
It's been 48 hours and there is no update. They don't answer the emails but the chat does, they only give copy paste answers, it says that the payment department is working on it, they always say the same thing but here I am waiting for an email with news, please contact them, it is being delayed a lot
Automatic translation:
Public
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6 months ago
I fully understand your frustration, Turele. However, I will set the timer for additional 11 days allowing to casino two full weeks to process the payment and if there’s no development by then, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.
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5 months ago
Dear Turele,
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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5 months ago
We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
