Slot Mafia Casino - La retirada del jugador se ha retrasado.

Hello,

I won €8,000 at the casino and would like to withdraw it. I've withdrawn money from this casino several times before. I was always able to withdraw €5,000 per week. Now the casino is rejecting my withdrawal because I'm a VIP member and the VIP promotion has been restarted. I now have to wager €5,000 per week for my withdrawal limit to be raised back to €5,000 per week; otherwise, I'll only be allowed to withdraw €1,000 per week.

This means that I need 8 weeks to receive my €8,000.

The terms and conditions state that regular players can withdraw €3,000 per week or €15,000 per week. VIP players can withdraw €5,000 per week. The reduction to €1,000 per week is not mentioned anywhere in the terms and conditions.

Thank you

Florian

Hallo,

ich habe in dem Casino 8.000€ gewonnen und möchte diese auszahlen. Ich habe vorher schon etliche Male Geld in diesem Casino ausgezahlt. Ich konnte immer 5.000€ pro Woche auszahlen. Nun lehnt das Casino meine Auszahlung ab, weil ich VIP Mitglied bin und die VIP Aktion neu gestartet wurde. Ich muss jetzt erst 5.000€ pro Woche einsetzen, damit meine Auszahlungslimits wieder auf 5.000€ pro Woche angehoben werden, ansonsten darf ich nur noch 1.000€ pro Woche auszahlen.

Das heißt, dass ich 8 Wochen benötige, damit ich meine 8.000€ erhalte.

In den AGB steht, dass normale Spieler 3.000€ pro Woche oder 15.000€ pro Woche auszahlen können. VIP Spieler können 5.000€ pro Woche auszahlen. Die Reduzierung auf 1.000€ pro Woche steht nirgendwo in den AGB.

Vielen Dank

Florian

Dear Rfx1991,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Can you confirm if you have received any direct communication from the casino regarding the changes in the withdrawal limits for VIP members?

Could you please confirm that you have passed the KYC verification?

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino regarding the withdrawal limits? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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,

Dominika

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hello Dominika,

Thank you for your reply. I am fully verified at the casino. The VIP program is a promotion and apparently always lasts several months. Shortly before the promotion ended, the manager informed me via email that the program would soon end and that I would have to wager €5,000 per week and €20,000 per month to continue withdrawing €5,000 per week. Otherwise, the casino reserves the right to reduce my withdrawal limit to €1,000 per week. See email attached.

However, since I still have €8,000 in my account and would like to withdraw it, I obviously don't want to bet €5,000. I'm playing without a bonus.

Hallo Dominika,

danke für deine Antwort. Ich bin in dem Casino vollständig verifiziert. Das VIP Programm ist eine Aktion und dauert wohl immer mehrere Monate. Kurz vor Ende der Aktion wurde mir von der Managerin per Mail mitgeteilt, dass das Programm bald ausläuft und ich 5.000€ pro Woche und 20.000€ pro Monat einsetzen müsste, damit ich weiterhin 5.000€ pro Woche auszahlen kann. Anderenfalls behält sich das Casino das Recht vor, mein Auszahlungslimit auf 1.000€ pro Woche zu reduzieren. Siehe Email im Anhang.

Da ich aber noch 8.000€ auf meinem Konto habe und diese auszahlen lassen möchte, möchte ich natürlich auch keine 5.000€ setzen. Ich spiele ohne Bonus.

Dear Rfx1991, have you contacted the casino directly to inquire about why they are restricting your withdrawal to even smaller limits than what's stated in the terms and conditions for regular players? It might help to ask them for clarification on this matter, especially since the €1,000 per week limit is not mentioned in their official terms.

Hello Dominika,

I used the €7,000 to deposit €5,000 and was then able to withdraw €4,000. It's not stated in the terms and conditions, but the issue has been resolved.

Thanks

Hallo Dominika,

ich habe mit den 7000€ 5000€ einsetzen und konnte dann wieder 4000€ auszahlen. Das steht so zwar nicht in den agb aber das Thema hat sich erledigt.

Danke

Dear Rfx1991,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Dominika

Casino.Guru