Mr Sloty Casino - プレイヤーの撤退は遅れています。

Hi I deposited money with this company for horse racing live races . I deposited just over 250 euros and actually won 500 euros . On the 12th Jan 2022 I requested my withdrawal which I was initially lead to believe payments would be received within 48hrs …. Then after deposit request I was advised it would be processed within 7-21 business days … I have emailed and messaged numerous times and I still to date have not received my winnings . All you get off then is apologies .. please be patient … high volume of withdrawal requests causing delay ….. so it’s been 3 months and still I haven’t received my payment . Please can you help

Dear Paula,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?

If there is any relevant communication between you and the casino, please, forward it to kristina.s@casino.guru, or alternatively, post it 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.

Best regards,

Kristina

Hi yes my account has been verified

no further withdrawals have been done in the past

I will email emails separately

Kristina please can you confirm your emai address so I can get correspondence to you via email

Thank you very much for your reply, Paula. Yes, that is my email address, so feel free to forward me any supporting evidence.

Information sent

I have had the money put back into my online account and was told to withdraw again 😡😡 however when looking at the transactions on my account my initial withdrawal in Jan is not showing . Surely this is falsifying financial records . Also my money is a in gbp not euros

Thank you very much Paula for your reply. I will now transfer your complaint to my colleague Tomas (tomas@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Paula,

I will assist you with the complaint from now on.

In your first post, you wrote you won 500€, which is set as the disputed value. Is that not accurate? Please let me know about any inaccuracies in the disputed value to my email at tomas@casino.guru

As for the case in question, you requested another withdrawal, so let's wait a few business days before we intervene. Unfortunately, delayed withdrawal cases are not uncommon in the casino, however, the casino pays out eventually.

I'll set the timer for additional 7 days and if nothing happens I will contact the casino on your behalf.

Hello Paula,

has there been any progress with your withdrawal?

Hi no I still haven’t had my payment

the claim is for 500gbp . Sorry for the confusion

Paula

Thanks, Paula, for the update.

I would like to invite representatives of Mr Sloty Casino into this complaint in order to help us resolve this withdrawal issue

Mr Sloty Casino, what is causing the delay with the withdrawal?

We would like to ask Mr Sloty 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’.

Dear Paula,

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.

I understand this isn't a satisfactory solution to your issue however, the decrease in rating caused by unresolved complaints could change the casino's approach. I am very sorry I couldn't help more, and I sincerely hope you won’t come across a problem like this again.