SlotsPalace Casino - プレイヤーの撤退が遅れています。

Slots palace stop paying for a month now. They start to pay. I received 1917€ but then they stop with the same automated message for the last 4 weeks:

We completely understand how important it is to process every request as fast as possible, and we will make sure to take the appropriate actions regarding your request. We value you as a player and we want to give you the treatment you deserve so we can assure you that you can expect your funds soon!

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 Ritas006,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention. To help me fully understand the situation and assist you as quickly as possible, could you please answer a few brief questions?

• Could you please clarify when exactly you made the last successful withdrawal, and how many days it took to be processed?
• Can you confirm that your KYC verification was completed?
• Were your winnings accumulated while a bonus was active, or without an active bonus? If a bonus was active, please specify which one.

We will do our best to resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

Hello Kristina,

The Casino do not ask for KYC and if i ask to speed up payment they say no not required and delays to pay me. I played with a 293€ bonus and same deposit made.

I receive a payment yesterday but that took 28 days to receive from when i request it.

Thank you for your reply, Ritas006. Could you please let us know how much money you received? Do you currently have any pending withdrawals? If possible, please attach a screenshot of your withdrawal history in this thread so we can review it.

Dear Ritas006,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Kristina
Casino.Guru