Mr Sloty Casino - プレイヤーの撤退は遅れています。

I made a withdrawal on 18th May and have still yet to receive it. I satisfied the wagering requirements. Im not sure what to do now due to the money not being paid so I’m submitting a complaint in the hopes this is rectified.

Dear Sarah,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 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?

Do I understand correctly that you have accumulated your winnings with a bonus?

Have you tried contacting the casino regarding this issue?

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

Hello, this is the first withdrawal. My account is verified fully. I did have a bonus and I satisfied all wagering required. It doesn’t let you withdraw until you do. I contacted the casino and they basically said it can take a while for withdrawal and when I asked why, as my account is verified, they said that they aren’t privy to why it takes this long. Basically they were useless.

Thanks

Thank you very much for your reply, Sarah. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Thank you in advance.

Hello. I emailed you with what I have. It isn’t much as the comms I’ve had with them was via their online chat process.

Which payment method to withdraw your winnings have you opted for? Could you please advise what is the current status of your withdrawal request? Is it marked as pending or processed?

I think I chose for it to be put back onto the card I paid with. My bank card, which is a Mastercard debit card with Starling bank, and it’s still showing as awaiting. See screenshot. Thanks

Thank you very much Sarah for your reply. I will now transfer your complaint to my colleague Adam (adam.m@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 Sarah,

I have reviewed your case and will contact the casino to see if I can help.

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

Dear Mr. Sloty Casino,

Can you please provide some insight into the delays the player is experiencing?

Kind regards,

Adam

Dear Sarah,

There has so far been no response from the casino, so I will attempt to contact them again. In the meantime, please let me know if there are any developments.

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 Sarah,

I have tried to contact the casino repeatedly but without success. Since 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 recommend you take a moment and read a review of each casino before you start playing in the future and only play in licensed casinos with a good rating. I wish I could have been of more help.

Best regards,

Adam