Slot Lair Casino - プレイヤーの撤退が遅れています。

Payment was approved suppose to be sent 1st Feb never received it i messaged they said it was sent and they needed my bank statement proof of me not receiving the money So I sent them the statement on the 22nd as thats when it was generated they then sent transaction slip saying money was sent and to contact my bank so I did they confirmed there was nothing coming to me or stuck they asked for the uetr number so they could trace even tho its up to the company sending the money to do so I asked got ignored then eventually got mail asking for the same information all.ovet again which I said to them you had the info and to send me what's owed now I'm being ignored again 60 emails I know they haven't sent it or sent it to someone else but thats not my problem is there anything can do to help money was won with actual money and not bonus money playing bingo

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please forward me the most recent communication between you and the casino customer support regarding the lost transaction? My email address is veronika.f@casino.guru.
• Have you made any successful withdrawals from this casino before?
• Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?

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

Best regards

Veronika

I have done everything they asked and yes I've had successful withdrawals I will email you the emails

Hi

Any idea how long this will take been a month now and now there ignoring me bad customer service from them I've seen others have had same issue I should of complained sooner but I gave them time to sort but just went round in circles thanks for helping its depressing me as I dont bet often and its nice when have a win but not so nice when you dont get it

Dear Carrie44

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Hadi (hadi.a@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Hello Carrie44,

I am sorry to hear about your troubles. I am Hadi and I will be taking care of your complaint from now on. As the first order of business, I will try to contact a casino representative outside of this thread, as we do not have an established contact for the casino just yet. Also, if there happen to be any developments, please keep me informed.

Best regards

Hadi

They are being impossible i have emails from them saying the money was sent then it wasn't then it was ive proven it hasn't they won't give me the uetr number so I can do the check for them they said no need for the number the money wasn't sent then it was they really are a joke there ripping people off and its not fair please do something about it its not fair on people let me know where to send the emails to they cant prove the money was sent only a transaction slip which means nothing

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 Player,

I have made several attempts to contact the casino in order to obtain their cooperation and clarification regarding your case. Unfortunately, the casino has not responded to any of our messages.

Without the casino’s participation, there is very little that can be achieved from our side. For this reason, I am forced to close this complaint as unresolved, which will negatively impact the casino’s Safety Index on our website.

I understand that this is not a satisfactory outcome, and I genuinely regret that we were unable to reach a resolution in your favor. However, unresolved complaints and the resulting decrease in the Safety Index often help bring attention to problematic practices and may encourage the casino to change its approach in the future.

Please also note that the casino does not hold a valid gambling license. Because of this, there is no recognized regulatory authority that we could recommend you contact for further escalation.

If the casino decides to respond at any point, we will immediately reopen the complaint and notify you by email. Should the casino contact you directly, or if you need any further assistance regarding this case, please feel free to reach out to me at hadi.a@casino.guru.

I am truly sorry that I could not be of more help in resolving this matter.

Best regards,

Hadi