Slothub Casino - プレイヤーの撤退が遅れ、リクエストは無視されました。

4 weeks ago I signed up to slothub.com casino in which I made a 200 euro deposit all was fine. Game selection good no problems what so ever. Until... I hit a big win. I continued to play and keep in contact with the live chat as I had a wager to complete which majority of the time i got a response rather quickly. I then completed the wager and tried to process a withdrawal for 7100 euros. This was swiftly rejected. I then tried to contact support via live chat,emails you name it I tried it to contact this casino to find out why the withdrawal had been rejected. Finally I received a break through 8 days later I receive an email asking for my KYC documents to which I sent in without any issues with all documentation they had asked me to send. That was 4 weeks ago and I have heard absolutely nothing from them hundreds of emails messages on live chat.. all seen as it is like a what's app messenger and shows you if the message has been seen or not. These guys are scammers!! I may never receive these funds but I hope people read this and NEVER go near this casino.

Dear rossirvine31,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Slothub Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

Is it possible for you to check the verification status of your account or individual submitted documents?

Have you tried requesting a withdrawal after you submitted the required documents?

Could you please send me the email you received from the casino requesting verification documents from you? My email is tomas@casino.guru

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,

Tomas

Hi I sent a response to email provided

Thank you very much, rossirvine31, for providing the necessary information. 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 rossirvine31,

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

We would like to invite Slothub Casino to join the conversation.

Dear Slothub Casino,

Can you please provide some information regarding the player's withdrawal delay? Was the player's KYC process finished successfully?

Good luck getting a response

We would like to ask the 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’ which may negatively affect its rating.

You will not get a response from them. They are scammers. And legal action will be taken to retrieve the money

Dear rossirvine31,

Even though our previous communication with the casino was not great when dealing with complaints, we were able to resolve some things, but that changed recently, and the casino stopped communicating with us completely.

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Michal

Casino Guru