The player from Germany had won €7000 at Slotum Casino and was unable to withdraw the funds. The casino's customer service had been delaying the process for 2 days and provided unhelpful responses. Despite her previous successful withdrawals, she faced a delay of five days. We had advised the player that the typical withdrawal process could take up to 14 days and suggested waiting for this period. However, due to her non-responsiveness to our further inquiries, we could not proceed with the investigation and had to reject the complaint.
Slotum Casino - Player’s €7000 winnings withdrawal delayed.
Amount: €7,000
Slotum Casino
Safety Index:Above averageSafety Index
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7.4
Slotum Casino has a Safety Index of 7.4, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
6 months ago
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7 months ago
Translation
I'm from Germany, but for some reason, I can't select Germany here. I won €7000 at Slotum Casino and their customer service has been giving me the runaround for 2 days. I've asked them why it's taking so long, but the same response keeps coming back, which is unbelievable. I keep hearing that the bosses are off for the weekend or on break and it's going to take a while! I need help!
Automatic translation:
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7 months ago
Hello nagsinm,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Slotum Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account is already verified and if yes, since when exactly? 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 we recommend to wait at least 14 days for your withdrawal to be processed specially if it’s your first ever request.
Looking forward to your answer.
Regards,
Nick
Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.
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7 months ago
Translation
Hello, this is not my first withdrawal. Five days have passed now and I keep getting the same answer.
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7 months ago
Translation
I have won on this site before and had the money in my account after just a few hours. And now I keep getting the same answer from the unfriendly customer service that I should be patient. After five days, I have every right to ask for my money. I keep getting the automatic message that I should be patient. I am really very desperate. It is about €7000.
Automatic translation:
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7 months ago
Hello nagsinm,
The recommended time frame for any withdrawal in any casino is 14 days so please let us know by the end of the week if there's been any update regarding the payments. Until then I can only advise to wait.
