ZeSlots Casino - Withdrawal of player's winnings has been delayed.

I’m worried this website Zeslots.com could be a scam.

As another user has reported a problem with their withdrawal on this forum, I am also having the same issue where after filling out all withdrawal bank info such as IBAN number, you are taken back to the form. The customer service hasn’t replied at all and when going to my personal details on my account, it all shows blank without my name address or anything at all on there.

to make it worse, when I initially deposited money the merchant on the statement shows us motionsound which is a sound sample website.

the 503 euros still show on my account even do I have requested the withdrawal many times. There is no way of getting in touch of them with a reply.

please help!

Juan

Dear jp201,

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 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, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear jp201,

Have you received your withdrawal from the casino yet?

No, I haven’t received any reply or email back from them. I have contacted them many times.

I know recently someone submitted a complaint and she also understood it might be a scam but somehow managed to get their money withdrawn after her emailing them about taking this further.

I wish I could talk to this user to find out how she resolved it.

I also know there another complaint from a user from

Finland with the same issue.

https://mentionsound.com/

this is the link of the company that took the money when I made the deposits when initially signing up to website.

the company is registered in Greece

mentionsound is owned and operated by SAVEXPERT LTD

Company number HE 417967

Office Stavrou, 79 Strovolos, 2035, Nicosia, Cyprus

Please help!

thank you so much.

Thank you for your reply, jp201. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

Yes, I have given them my passport, proof of address, and bank card.

this was my first time withdrawing (same day I opened the account)

I don’t have any bonus active on my account.

just the 503 euro which I’m trying to withdraw.

their email address is a gmail account….

I got hope when the other casino guru user said she got the money sent after she threatened them to take it further, but I just can’t see this not being a scam.

what’s is the next step!?

thank you.

Thank you very much, jp201, for your cooperation. I will now transfer your complaint to my colleague Natalia (natalia.b@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.  

Hi jp201,

I've just reviewed your case and will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear ZeSlots Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify what is the current status of the player's withdrawal request and when they can expect it to be processed from your side?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

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.

Hi jp201,

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. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

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 could 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. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Natalia