The player's unable to access his account for unknown reason. The complaint was closed as the player decided to play in a different casino after all.
Slottica Casino - The player's unable to access his account.
Amount: 600 R$
Slottica Casino
Safety Index:Very lowSafety Index
Casinos with a Very low Safety Index usually have many relevant complaints from players or other relevant issues. In general, we don't recommend playing at casinos with a Very low Safety Index.
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
1 year ago
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1 year ago
Translation
Goodnight. I received an invitation from a channel I follow, indicating that casino as a sensation of the moment. So I downloaded the app and signed up. I confess that before registering in casinos I always come to Casino guru to see the reputation of the Casino, but this time I trusted the channel. I made a deposit and started playing for a few hours. I requested a BRL 200 withdrawal. As I already knew, withdrawals have a period of up to 36 hours to be made, and that was exactly the time it took to be in my account. I was bothered by the waiting time but I saw that the Casino had a lot of paying slots, so I made other deposits in order to try my luck again. As expected, I managed to make a gain of BRL600. So I requested on 02/06/2023 at 00:36 min. withdrawal of that amount. I waited 24 hours to contact support to confirm what time the payment would be made, they replied that within 36 hours the amount would be in my account. So I was calmer. But now, with 3:00 to go before the deadline, I went to the Casino website to check the progress in the withdrawal history, to my surprise the Casino website is down. I just sent an email to them describing what happened, but I got no response. I'm Brazilian and here Casinos are still relatively new, so we don't have any security as a player. We just invest our money in the hope that nothing goes wrong, as no institution is protecting us against possible scams yet. I want to believe that the Casino will at least give information about the blackout. Because my value is very small compared to other potential investors. Thank you very much for your attention, a big hug. 
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1 year ago
Hello Ismenio,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Slottica Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise since when is your account fully verified? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?
Please note that this might be caused by multiple reasons and might take even a few days to fix it if they are experiencing some technical issues. They might have also block your access until a few verification checks are made within your account.
Looking forward to your answer.
Regards,
Nick
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1 year ago
Translation
Good morning. My account is verified as I said earlier, I had already made a withdrawal. I always made deposits to play, sometimes a bonus came with a deposit but I fulfilled all the requirements. "I inform you that right after I sent an email to support, the site was back up and running in a few minutes, and before 36 hours expired, my withdrawal was successfully completed. My question is due to the very long time for Withdrawal via "pix" which is instantaneous and without any fee. All casinos where I have an account notify you in advance about maintenance. And when there is a problem I am notified by email or sms. Another problem I noticed was right after the withdrawal request. If I decide to deposit again to bet on another game, the amount deposited then in a rollover even if I deposit without accepting the bonus. This I think is unfair because in a physical casino this would be ridiculous. I use this strategy in other casinos and never had any problems. Ex: vavada, BC game, Betano, etc... Thank you for your attention and speed
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1 year ago
Hello Ismenio,
We always recommend to every player to wait at least 14 days to receive a withdrawal even if the payment method is instant as there is many other steps in the process. Any amount arriving sooner is considered to be fair.
The other issue may be caused for 2 different reasons:
- you still have an active bonus and if you did deposit on top of that, the wagering of the bonus simply continues.
- most of online casinos has wagering for deposits (without any bonuses) too to prevent money laundering and it is considered to be fair if it's a reasonable wagering amount (if it's too high it might be unfair.
I hope I have explained all the situations clearly.
Is there anything else we could assist you with? If not, we will be closing the complaint.
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1 year ago
Translation
No no. Thank you very much for the clarification
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1 year ago
Hello dear All ))
thanks for contacting us.
It usually takes some time to process the request, we try to process the request for winnings as quickly as possible.
Now I can’t tell you why the casino page didn’t open for you: it could be related to the browser, the Internet, or really to the casino site.
Now everything is working and there are no site failures.
Please tell me if all your requests were resolved successfully and how can we help you now?
Best regards,
Slottica Team
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1 year ago
Translation
Good afternoon. First I would like to say that when I complain it's because I like it, and I intend to improve. All my withdrawals were effected within the stipulated time limit. I would like to leave some suggestions to the casino administrators. The first point is the amount of information that is presented when opening the site. The games end up being in the background and the player ends up losing focus on what he was doing there. Second point are the messages that cover the screen of the game in progress to warn that the balance is ending, (I believe that 99.9% of the players at this moment are crossing their fingers to come some salvation for their despair lol and do not take their eyes off the accountant) Finally, I would like to say that I really want to invest in the casino, but when I remember the 36 hours that I have to wait for my winnings to reach my account, I look for another casino. But I have good news too. Whenever I joined slottica, I made gains above the average of other casinos, I usually compare the same games in some casinos and slottica always surprised me. I reaffirm that I really like the casino and I make these comments and suggestions for being a critical and up-to-date player in gambling. I hope you understand me and don't take me wrong. Big hug to all of the team.
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1 year ago
Hello Ismenio,
Not in relation to Slottica or any other casino, but a 3 day waiting period for withdrawal is more than good. We always recommend players to wait 14 days to receive their payout so I would not complain about that.
Is there anything else we could assist you with? If not, the complaint will be closed.
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1 year ago
Dear Ismenio,
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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