Slots Magic Casino - 決済が遅延しているとのクレームがあります。

I have been playing with them since some time. They used to have a E wire (Interac withdrawal ) window opened and all my withdrawals were done through that. Since two weeks that window disappeared and there was only visa withdrawal opened from where we cannot get our withdrawals. After few attempts and writing to them about this, last week they opened a Wire Transfer window and asked for bank statements which i sent. They received it and verified it and told me to withdraw from the Wire Transfer window. I did that and each time within a few hours they put back the money saying method failed . I am not able to chat as there is no Live chat available and nobody is bothering to reply to as what the real problem is

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Manilade,

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 Manilade,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Thank you Karla, no the problem is yet not resolved. I got a couple of emails from them after registering a complaint with you. Yesterday I once again withdrew on the Wire Bank window and yet i got refused within an hour from them saying i cannot withdraw by the Credit Card window (strange). As mentioned earlier my Bank ownership has been approved and i have been playing with them for a very long time without any problems.

I also got email from Ella saying she sees that a withdrawal has been made by me on the 15 th April via the Wire Bank window . Then I would like to know why they refused the same withdrawal stating they cannot pay via credit card window???

Buy the way my withdrawal of this morning also was declined. The automated reply says " you cannot withdraw thru credit card window ". I am only using the Wire Bank method

Dear Manilade, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.

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.

Karla

Hi Karla,

Yes i have made many successful withdrawals before, have passed the KYC requirements, my winnings were without any active bonus, and i was playing on the casino games. I have been an active member since two years. I will send you the communications to your email address.

Thanks

Finally got a message from Slots Magic that my withdrawal now is a success and money is on the way. I will yet wait for it to arrive before celebrating.

Dear Manilade,

I hope you are doing well.

Thank you for the update. I understand that the casino has informed you that your withdrawal has been processed.

Could you please confirm whether you have already received your funds, or if you are still waiting for the payment to arrive?

Thank you in advance for your confirmation.

Karla

Sm still waiting for the payment to arrive . Once it does will surely inform you

Dear Manilade,

Thank you for the update.

Okay, I will be waiting for your confirmation once the payment arrives.

Karla

The issue is yet not resolved. The payment was returned back to my casino account on the 4th of May after 13 days. They said there was a technical issue. They told me to do the withdrawal again which i did the same evening. Slots Magic , Play Ojo and Spingenie all three are under the same management of Skill on the Net. I use the same bank details like the one i use on Play Ojo and it works all the time and i get my payments within three working days. I do not understand why Slots Magic Casino is doing this . It does not make sense at all.

Dear Manilade,

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, Samuel, (samuel.s@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,

Karla Mayfly

Dear Manilade,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from Slots Magic Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear Slots Magic Casino,

Please provide detailed information regarding the player’s issue. In particular, we need clarification on the reasons for the delay in processing the withdrawal.

Thank you for your cooperation and a timely response.

Best regards,

Samuel