Slott Casino - プレイヤーのデポジットが届きませんでした。

I have newly registered at Slott casino on the 1st of June 2022. I have tried to deposit 150€ with them but after 12 hours (and ongoing) to no avail. The deposit method I used is "sofort" which means with klarna it's instant banking that does not need days and to all other casinos, it works as it is supposed to.

However, I have asked them about my deposit but since then there is no reaction by email. It should be clearly stated on that the "live chat" of this website is not working since i have tried several times to reach out to their customer service and all that is stated is, that you may write an email because all support agents are busy.

I can proof the deposit with a clear date, and time and the third party provider "pradexx OU" seems to handle the further transaction. So it is not clear what happens and there is no communication by this casino whatsoever. I think this behavior is very unusual and the first time I encountered such a situation.

I hope it can be helped out here. Thanks.

Hello Frauke,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Slott Casino. Please allow me to ask you a few more question before we would move forward.

Did you deposit once or multiple times to the casino? Did the casino ever respond to you via mail or by live chat? Did you already provide them the payment confirmation from your provider?

Please send us the confirmation to nikolas.b@casino.guru in case we would need to get in touch with the casino.

Looking forward to your answer.

Regards,

Nick

Hello Nick,

thank you for your help. Regarding the questions.

1. This was my first deposit to this casino. I am new customer and registered on the same day as i have made the deposit.
2. The have only responded once on 3rd (3 days later) and asked for a proof of payment. Since i was in contact to another person who tried to help me, i did not sent any documents there, but today i have responded to them with the same screenshot as you got. However there is no way one would be able to use the live chat on the website. Its always "busy" and never anyone will respond to you.
3. Can you please tell me if my response here will suffice or will i need to respond to the e-mail address which you have provided?

Regards

Frauke

Hello Nick,

is there any update on my case yet?

Hello Frauke,

We use e-mail communication in case there are many screenshots or other kind of proof which can't be uploaded here. They stay only as internal information and won't be posted here directly.

Please note that if the uncredited deposit happen less than a month ago, I can only recommend to wait. It is the average waiting time in such cases as the casino needs to receive the confirmation of your payment and investigate what really happen, we can't really do anything to fast up the process.

Let us know in case you would hear from the casino.

Dear Frauke,

We are extending the timer by 7 days. Please, be aware that in case you fail to comment on your complaint in the given time frame, we will reject your complaint.

I can confirm that the deposit has arrived. However i would not recommend this casino since the lag of communication and the delay of my deposit are not a valid points to recommend any type of operator.

There are payment options which are working on instant use. The offered option of Slott.com was "sofort" which implies instant banking like klarna etc.

Consider my case closed. Thank you.

Thank you Frauke for letting us know that the issue has been resolved. Please do not hesitate to contact us if you will come across any other trouble again in the future, we will gladly try to help you out.

Best regards,

Nick