Sweepslots Casino - Player’s winnings are confiscated.

Sweepslots owes me $25,000! I took my winnings up from $1,000. Waited over two months for a redemption and then the site went down for maintenance. When the site came back up, my money is gone!!!! I am not getting any response from the support contact and am afraid I will never retrieve my winnings. Please help! It is a Social Casino and don't know what else to do to retrieve my winnings.

Dear dominicdesantis18,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with Sweepslots.

To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:

• What specific date did you attempt to make the withdrawal of your winnings?
• Can you provide any screenshots or documentation regarding your winning amount and the attempted withdrawal, please? Feel free to post them here in the thread.
• Have you passed the KYC verification process at this casino, please?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Katarina

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hello, I made the withdrawal on 3/8/2025. Since then, they shut down their website for Maintenance. When it came back online, my account had $0 in it. Their support won’t respond to me. I have passed the verification and every time I do, it says to verify AGAIN.! Unfortunately I did not take a screenshot of my total $25,000 becouse I never thought it would disappear or the site would go down! Please help! Thank you!

Here is another screenshot of me requesting my winnings to be restored to my account. They actually replied to this one. Still no action on my account. Every time I log in to sweepslots now it says "an internal error occurred. Please try again later". Again I have been trying to get support for months. Thank you guys for your help!

Dear dominicdesantis18,

thank you for your reply.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Looking forward to your reply.

Katarina

Katarina,

I just sent all communication I had with sweepslots over to you via email.

Thank you for helping!

Thank you very much, dominicdesantis18, for your cooperation. I will now transfer your complaint to my colleague Matej (matej.l@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 dominicdesantis18, nice to meet you!

My name is Matej and I will be taking care of your complaint going forward. I've just reviewed this case and fully appreciate your concerns regarding the missing pay out. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Sweepslots Casino to join the conversation and participate in the investigation of this case as well. Could you please provide more details as of why this player’s withdrawal request is being processed longer than usual? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

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 dominicdesantis18,

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

As a next step, normally I would recommend you contact the proper Gaming Authority and submit a complaint with them. However, since the casino has no licence, there is nowhere else I can refer you to. I am really sorry I could not be of more help on this occasion, and would recommend in the future to check the casino review on our website before signing up, to avoid issues like this one.

Best regards,

Matej