Slots Paradise Casino - プレイヤーの引き出しが遅れています。

I made a withdrawal on September 1st for all the funds in my account(roughly $4650). The withdrawal was denied and I could not login to my account. Upon asking support/the payout department, I was told my withdrawal would be refunded to the card used to deposit onto the site. As of September 22nd, I've received one of six total refunds for $700. I was then told the other 5 were refunded on September 6th or 7th and it takes 7-10 business days for the refunds to reflect on my account. The first refund took 3 business days, so you'd think the other 5 would be in my account if they were actually refunded on September 6th or 7th. As of today, I have not received those 5 refunds and keep getting told to wait by the payouts department and live chat. I don't think those 5 deposits were ever refunded and I'm asking for help in receiving those funds.

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Dear player,  

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Slots Paradise Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely:  

• Did the casino inform you why your account was blocked?
• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?  
• Did you pass the verification before you lost access to the account?  
• Do I understand correctly that the casino only refunds you the deposits and not the whole winnings?  

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,

Natalia

1. Yes, they said they would open it back up once I receive all the refunds.
2. All slots
3. Yes, I passed verification
4. They said they would pay out the winnings ($150) in bitcoin after I receive the refunds.

Thank you very much for your reply! Could you please forward all the relevant communication between you and the casino to natalia.b@casino.guru? Alternatively, you can post the screenshots here. Thank you in advance.

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@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 there,

Thank you Packers55 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Slots Paradise Casino for their help in resolving this complaint. We would like to know what the issue is with the refund and what we can do to help the player receive their funds.

Thank you!

Any response? I know they're aware of the issue since I provided them with a bank statement.

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.

Have you called or reached out to them?

Dear Packers55, I am in contact with the casino representative, I will keep you updated about any new developments. Thank you for your patience during this time!

It's been 2 weeks. What is taking so long?

You may have noticed the timer in the top right corner, which allows each party involved seven days to reply. While we strive to provide prompt responses, please understand that we handle over 1000 complaints simultaneously, necessitating thorough investigation and analysis for each case. Currently, I am waiting for the casino to provide me with evidence to support their claim of your violation of their terms and conditions. I will update you once there are any new developments. Thank you for your patience during this time!

Hello, still no refund or payout.

Dear Packers55, I am in contact with the casino representative, I will keep you updated about any new developments. Thank you for your patience during this time!

It's been 3 weeks on this case- they've had all the time in the world to refund the transactions.

They need to put the funds back in my account, they already got the evidence 4 weeks ago the refunds were not sent.

Hello? What a complete lack of help this site is.

Dear Packers55, The casino has not yet provided an update regarding the refund. I’ve sent them a reminder requesting clarification on the status of the process.

If you, at any point, feel like you do not like our free service, you can close your complaint at any time and seek help elsewhere.

Thank you for your patience during this time!

That's because they were not sent, which means their merchant kept the funds/is ignoring them. I've already provided bank statements showing I never received them. Their management knows this and is unwilling to take any action. They need to put the funds back in my account, or be simply blacklisted all over the internet- very simple.

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.

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,

Peter