SlotMonster Casino - プレイヤーのアカウントが閉鎖され、引き出しが遅れます。

Hi,

I registered and deposited 50 euros on this casino 21.12.2024.

I won 4000 euros, made a withdrawal and went to sleep.

Next day, I got an email that my account need a verification.

I went to the casino to do that and realized that I cant log in anymore.

Customer service escalated this case to the relevant team.

Now is 03.01.2025 and havent got any answers from the casino. I did sent the documents via email tho and the verification is now OK.

I’ve been asking them everyday that when Im gonna get my money out. They answer the same copypaste fraise "Team is still working with the case, you will be contacted via email as soon as possible."

please help me to get my money out

Dear Niuna,

Thank you very much for submitting your complaint. I’m sorry to hear about the issues you're facing with the verification process and the delay in receiving your winnings.

To assist you further, could you please clarify the following:

• Did you accumulate your winnings of €4,000 with or without an active bonus at the time?
• Can you confirm whether you received any specific information regarding the verification process from the casino, apart from the email stating that your account needed verification?
• Have you already followed up with the casino after submitting your documents, and if so, what was their most recent response?

Please feel free to forward any relevant communication or documentation to petronela.k@casino.guru, as this will help us mediate the issue more effectively.

Your cooperation is crucial if we are to proceed with this case and work toward a resolution. Without your input, we won’t be able to move forward and address the issue properly.

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

Due to an exceptionally high volume of complaints, we kindly ask for your patience. While we strive to publish complaints within 48 hours, follow-up responses may take up to 7 days. Assigning your complaint to a resolver might also take longer, as we’re currently managing close to 1,000 complaints.

Thank you for your understanding. Wishing you a wonderful New Year 2025!