Slot Madness Casino - プレイヤーが賞金を受け取れずにいます。

Artificially delayed payout for no reason

Künstlich verzögerte Auszahlung, ohne Grund

Dear keineahnung789,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear keineahnung789,

Have you received your withdrawal from the casino yet?

Nothing has changed so far, no response to emails

Unverändert nichts passiert bisher, auf E-Mails keine Reaktion

Thank you for your reply, keineahnung789. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

Everything done, otherwise nothing happened unchanged

Alles erledigt, ansonsten unverändert nichts passiert

I’m very sorry but you haven’t answered any of my previous questions. Please check my first reply and try to assist. All requested information is essential if we wish to proceed with the case.

Furthermore, if there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Kyc done, no payment yet

Kyc erledigt, bisher noch keine Zahlung

Thank you very much, keineahnung789, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello keineahnung789,

I'm Michal and I have taken over your complaint. I have reviewed this case and I will contact the casino to shed more light on this matter.

We would like to invite Slot Madness Casino to join the conversation.

Dear Slot Madness Casino,

Can you please provide some information regarding the player's withdrawal delay?

Greetings all,

German based players are allowed to deposit, play, and win with the casino however are technically not entitled to free chips unless issued specifically and directly by the casino into the player account. This includes the welcome bonus in play at the time of the win. However, I will see what I can do to make sure it is honored if possible. No promises.

Best wishes,

Nick and Slot Madness

Dear keineahnung789,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.