SlotWhales Casino - Player's withdrawal is delayed.

Not paying out

Dear rikke007,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. 

Please allow me to ask you a few questions, so I can better understand the situation. 

Could you please advise if your account has been fully verified? Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only? Please understand, that without verifying your account, you won’t be entitled to any withdrawals.

When did you request a withdrawal from the casino? Is it still pending in your account?

Could you please confirm the website of the casino is the correct one? https://www.slotwhales.com/

Looking forward to hearing from you.

Best regards,

Tomas

Hello. I confirm that my account are verifed. No just total silence. i requested my withdraw 15/8-23.

It is still pending. The address is correct.

Thank you very much, rikke007, for providing the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello rikke007,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite SlotWhales Casino to join the conversation and participate in the resolution of this complaint.

Dear SlotWhales Casino,

Can you please provide an update on the payment status?

Thank you.

Kind regards,

Tomas

Hello.

It is silent..

Sent you an email..with attachments

Richard

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear rikke007,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

There is one more possible way you can try to get your winnings back - to file a complaint with the gaming authority that regulates the casino - Gaming Curacao. It is possible to file a complaint via the official website (http://www.gaming-curacao.com/) using a "Contact" button or by sending your complaint to info@gaming-curacao.com. Before submitting the complaint, make sure you provide all the necessary information: your personal data, the casino details, your login details in the casino, the issue description, and supporting attachments if needed.

I am sorry I could not be of more help on this occasion.

Best regards,

Tomas