The player from Japan was facing issues with receiving his withdrawal of 2,000€, even though a second withdrawal for 874.6€ had been received. The Complaints Team had advised the player that withdrawal delays could have been due to unfinished KYC verification or a high volume of withdrawal requests. They suggested the player wait at least 14 days after requesting the withdrawal before submitting a complaint. However, the player later confirmed that the payment had been received and the issue was resolved. Consequently, the Complaints Team closed the complaint as 'resolved'.
Universal Slots Casino - Player’s withdrawal of 2,000€ has been delayed.
Amount: €2,000
Universal Slots Casino
Safety Index:Below averageSafety Index
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5.1
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
11 months ago
Public
Public
11 months ago
I made two separate withdrawal requests a week ago for a total of 2874.6€. The 2000€ that was approved earlier still has not reached my wallet.
The second, 874.6€, was approved a few days later and I have confirmed that it has arrived in my wallet.
I have contacted them several times with no progress and they have left me hanging.
Please help.
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11 months ago
Dear leon0618,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Petronela
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 800 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
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Public
11 months ago
Notification that payment has been received
This matter has been fully resolved.
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11 months ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, leon0618, for your confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Petronela
Casino.Guru
