Mr Sloty Casino - プレイヤーの撤退は1ヶ月遅れています。

Good day,

I've been waiting for my payout of around €600 since January 2nd, 2022. Have witnessed similar cases, as an experienced player know many other casinos and their transaction times.

The 21 days or 48 hours of order acceptance are over.

I contacted support twice, always the same phrases.

I am considering legal action and a journalistic publication. Screenshots and support contact via transmission mail available.

Guten Tag,

ich warte seit dem 02.01.22 auf meine Auszahlung ca. in der Höhe von 600€. Habe ähnliche Fälle miterlebt, kenne als erfahrener Spieler viele andere Casinos und ihre Transaktionsdauer.

Die 21 Tage bzw. 48h Auftragsannahmedauer sind vorbei.

Ich habe den Support zweimal kontaktiert, immer die gleichen Phrasen.

Ich überlege mir rechtliche Schritte, sowie eine journalistische Veröffentlichung. Screenshots sowie Supportkontakt per Übertragungsmail vorhanden.

Dear julianhirmke,

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 in your account or it has been processed already but never reached you? Could you please advise which payment method you have opted for? Was your account verified successfully in the past?

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

Nevertheless, 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

Hi there,

my account was verified relatively early on. It is about the payment method bank transfer. I also deposited a lot of money through online banking. So MrSloty can't complain. I'm an old player and I know that by and large you lose - different subject.

Currently the amount of about 600€ is still outstanding and I have sent an email to the support. A standard response came with a few wait phrases (large number of requests, check terms and conditions, delicate complicated process...). But my deposits are working fine, huh? As I said, I know a few websites and have experience there. It has never taken as long as it did with MrSloty.

I was also in contact with the live chat. He threw himself into contradictions. At first he has no contact with the finance department, but then he forwards the request. No plausible explanation so far.

I've taken screenshots and evidence for legal action, but I hope that won't be necessary.

Does the provider have liquidity problems? I don't allow myself to be shown, otherwise I'll go all the way.

Hallo,

mein Konto ist relativ früh schnell verifiziert gewesen. Es geht um die Auszahlungsmethode Banküberweisung. Ich habe auch über Online-Banking viel Geld eingezahlt. Also MrSloty kann sich nicht beschweren. Ich bin ein alter Spieler und weiß, dass man im Großen und Ganzen verliert - anderes Thema.

Aktuell steht der Betrag von ca. 600€ immer noch aus und ich habe dem Support eine Mail geschickt. Es kam eine Standardantwort mit ein paar Wartephrasen (große Anzahl von Anfragen, AGBs prüfen, heikler komplizierter Prozess...). Aber meine Einzahlungen funktionieren problemlos, was? Wie gesagt, ich kenne einige Webseiten und habe dort Erfahrung. Noch nie hat es so lange gedauert wie bei MrSloty.

Ebenso habe ich mit dem Livechat Kontakt gehabt. Der hat sich in Widersprüche verstreckt. Erst hat er keinen Kontakt zur Finanzabteilung, dann leitet er das Anliegen doch weiter. Keine plausible Erklärung bisher.

Ich habe Screenshots und Belege gemacht für ein juristisches Vorgehen, hoffe aber, dass das nicht notwendig sein wird.

Hat der Anbieter vielleicht Liquiditätsprobleme? Vorführen lasse ich mich nicht, sonst gehe ich alle Wege.

Dear julianhirmke,

I'm sure you have checked already our review for Mr Sloty Casino and saw how many unresolved and opened complaints they have with us.

We do not have many options and possibilities how to proceed with these cases as the casino refuses to cooperate with us in resolving the majority of complaints. However, I will set the timer for additional 10 days allowing to casino two full weeks to process the payment and if there’s no development by then we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.

I've read the reviews now. Thanks for the work. It's just too bad. Nothing bad happened on my part. I wrote again with the live chat and saved the history.

In the worst case, all like-minded people are welcome to contact me for a collection process.

Habe die Bewertungen mittlerweile studiert. Danke für die Zuarbeit. Es ist einfach nur schade. Von meiner Seite ist nichts Verwerfliches vorgefallen. Habe noch einmal mit dem Livechat geschrieben und den Verlauf gesichert.

Im schlimmsten Fall dürfen sich gerne alle Gleichgesinnten bei mir melden für ein Sammelvorgehen.

I will set the timer for additional 10 days and if there's no development by then, we will try contacting the casino again.

No payout yet.

Noch keine Auszahlung.

Thank you very much, julianhirmke, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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.  

Hello, julianhirmke,

I am sorry to hear about your negative experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Mr Sloty Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Mr Sloty Casino Team, could you please state the reason why the player's withdrawal has not been fully processed yet and when can he expect the payment?

Thank you in advance for providing the information.

The casino undesirably transferred the money to my player account. I didn't want that and didn't order it that way.

Das Casino hat mir das Geld unerwünscht auf mein Spielerkonto überwiesen. Das wollte ich nicht und habe es so nicht angeordnet.

After direct chat recording with live support, the following message came:

We need:

- Utility bill or bank statement with your name and address issued within the last 3 months as proof of address (mobile bill not valid),

I'll let you know if everything is running properly and there's just a mega delay. Otherwise there is nothing to note in my account. Got properly verified and played no bonus money or anything.

Account statement will be sent out directly by email in the next few minutes and there will be another payment request.

Nach direkter Chataufnahme mit dem Live Support kam folgende Nachricht:

Wir brauchen:

- Stromrechnung oder Kontoauszug mit Ihrem Namen und Ihrer Adresse, die innerhalb der letzten 3 Monate als Adressnachweis ausgestellt wurden (Mobilfunkrechnung nicht gültig),

ich melde mich, ob alles ordnungsgemäß abläuft und es einfach nur eine Mega Verzögerung gibt. Sonst gibt es meinem Konto nichts anzumerken. Habe mich ordnungsgemäß verifiziert und kein Bonus Geld oder so gespielt.

Kontoauszug geht in den nächsten Minuten direkt per Mail raus und es gibt eine erneute Auszahlungsanfrage.

Dear julianhirmke,

Thank you for the update. I sincerely hope that now it is on the right track and after providing the necessary document(s) to the casino, you will be closer to the resolution of your issue.

We are still waiting for the casino's response, but in case you achieve any progress, please let us know about it.

Hello CasinoGuru,

the player sent the required documents. He also started the request for withdrawal again, this time for 500 €.

The request was Approved again, and hopefully, it should be completed soon.

Thank you for your cooperation.

Kind regards,

Mrsloty VIP

Greetings all,

Thank you, Mr Sloty Casino, for the update.

Dear julianhirmke,

Could you please confirm that you requested the new withdrawal of €500?

Hello CasinoGuru,

the player's withdrawal request was successfully completed, and the money is sent to his bank account. The player was informed about that and was thankful to hear it from us.

The player and we are looking forward to our future cooperation.

Thank you, CasinoGuru for your successful cooperation.

Kind regards,

Mrsloty VIP

Hello, everyone,

a quick and friendly turn. I received the money, had a very friendly email contact and was politely messaged on whattsapp.

I can only say that the casino really checks documents very carefully for the first time and proceeds precisely. I can still imagine playing there and can only say that apart from the long waits and chat phrases I can't report anything negative in between.

Reputation Casino + again! I am happy to tell you about further games and possible deposits and withdrawals.

Hallo zusammen,

eine zügige und freundliche Wendung. Ich habe das Geld erhalten, einen sehr freundlichen E-Mail-Kontakt gehabt und wurde höflich auf whattsapp angeschrieben.

Ich kann nur sagen, dass das Casino wirklich wohl sehr genau Dokumente erstmalig prüft und eben genau vorgeht. Ich kann mir weiterhin vorstellen dort zu spielen und kann nur sagen, dass ich außer den langen Warten und Chat-Phrasen zwischendrin nichts Negatives berichten kann.

Reputation Casino wieder ein + ! Ich kann gerne von weiterem Spielen und möglichen Ein- und Auszahlen berichten.

Great news! Thank you very much, julianhirmke, for confirming and for using the Casino Guru complaint resolution centre. I am very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Thank you, too, Mr Sloty Casino Team, for providing information and for your cooperation.

Best regards,

Branislav, Casino.guru