Mr Sloty Casino - プレイヤーの撤退は遅れています。

Hello, I have requested a payout from the online casino on January 16th, 2022, unfortunately I have not received the money until today. On request in the chat or by email you will be told that the processing is running.

Hallo ich habe eine Auszahlung am 16.01.2022 beim online Casino beantragt, leider habe ich das Geld bis heute nicht erhalten. Auf Anfrage im Chat oder per Email wird einen gesagt das die Bearbeitung läuft.

Dear N. Ah,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Do I understand correctly that the withdrawal is still pending inside your account without being processed? Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but more than a month is unusually long time.

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

Best regards,

Petronela

PS: Could you please advise if the withdrawal from your previous complaint has been received already?

When I asked the casino, I was told that the status was still being processed, but unfortunately it hasn't changed for over 4 weeks.

Bei Nachfrage beim Casino wird mir gesagt das der Status noch auf Bearbeitung steht, dieser ist seit über 4 Wochen leider unverändert.

Thank you very much, N. Ah, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

I thank you 🙂

Ich bedanke mich 🙂

Hello N. Ah,

I have reviewed your case and will do my best to help.

I would like to invite representatives of Mr. Sloty Casino to join the conversation and to participate in the resolution of this complaint.

Mr. Sloty, can you provide any insight into the reason for the delay the player is experiencing?

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, the complaint will become ‘unresolved’ which may negatively affect its rating.

Dear N. Ah,

I have tried to contact the casino repeatedly but without success. As the casino has no license and doesn't refer to any ADR service, I’m afraid there is nothing that can be done without cooperation from its side.

I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints may help to change the casino's approach. I am sorry I could not be of more help.

Best regards,

Adam

This complaint has been reopened as per the player's request.

Dear N. Ah,

You have stated that although you have winnings of €1000, the casino has stated that they will only pay you the amount of €350 is that correct?

Hi there,

Exactly, I had initially requested a payout of €350, then I canceled this amount in order to continue playing, but then won €1000, on January 16th I made a payout of €1000. Now I have been written off by the finance department that I should agree to receive only the amount of 350€ and the 650€ will be forfeited as my first withdrawal was only 350€. Which makes zero sense to me. I initially stated that they would transfer the 350€ to me, if not the whole profit would be forfeited, just like the 650€. I would like the casino to send me the remaining 650 honestly won as well. The transaction history says that the amount of €650 was paid out manually, but not to me.

Kind regards

took

Hallo,

genau , ich hatte anfangs 350€ Zur Auszahlung beantragt, danach hatte ich diesen Betrag storniert um weiter zu spielen, habe dann allerdings 1000€ gewonnen, am 16.01 tätigte ich eine Auszahlung in Höhe von 1000€. Nun wurde ich von der Finanzabteilung abgeschrieben, das ich zustimmen soll nur den Betrag in Höhe von 350€ zu erhalten und die 650€ verfallen, da meine erste Auszahlung nur 350€ war. Was für mich null Sinn ergibt. Ich habe zunächst angegeben das die mir die 350€ überweisen, wenn nicht verfällt der ganze Gewinn, wie bereits die 650€. Ich möchte bitte das das Casino mir die restlichen ehrlich gewonnenen 650 auch schickt. In der tranksaktions Historie steht das der Betrag von 650€ Manuell ausgezahlt wurde, allerdings nicht mir.

mfg

nahm

Hello N. Ah,

Could I ask you to please forward the e-mail(s) you received from the casino to my e-mail address here: adam.m@casino.guru.

Dear Mr Sloty Casino,

Can you provide some insight into the reason for reducing the amount of the player's winnings?

I just forwarded the emails. Thanks

ich habe so eben die Mails weitergeleitet. Danke

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, the complaint will become ‘unresolved’ which may negatively affect its rating.

Dear N. Ah,

As the casino has still not responded after multiple attempts to contact them, this complaint will once more be closed as 'unresolved'. It can of course be reopened should the casino decide to react.

I am sorry I could not be of more help on this occasion.

Best regards,

Adam