Slotexo Casino - El jugador afirma que el pago se ha retrasado.

I won about €10,000 at the casino in question. Since I'd already been playing there for a few days, my VIP level was 3, which allows me to submit three simultaneous withdrawal requests of €800 each. The first request was finally approved after a 14-day wait. According to the terms and conditions, the processing time is 3 business days.

Now I wanted to make another withdrawal and see that my VIP level has been downgraded from 3 to 1. According to the VIP assistant, this is due to insufficient deposits. Now I can only request €500 per withdrawal instead of €800. Each request now takes longer than the three business days stated in the terms and conditions. Likewise, I never really received any help regarding withdrawals from the VIP assistant. First, they said it would be looked into, and after 11 days, they responded that it would be looked into, even though the request had already been approved.

You always get the same answer from support: Please be patient, your request is in the final stages. The last payout took over a week.

If things continue at this rate, it will take until the end of the year for the money to be fully withdrawn. I think it's extremely unfair to the customer that they're hoping that the money will be lost again if things drag on so much. Thankfully, I haven't found another casino that takes so long to process payouts. If things don't change, I'll definitely look for another casino.

Ich habe in besagtem Casino ca. 10000 € gewonnen. Da ich dort schon ein paar Tage gespielt habe betrug mein VIP Level 3, mit welchem ich 3 Zeitgleiche Auszahlungsanträge á 800€ beantragen kann. Der erste Antrag wurde dann nach 14 Tagen Wartezeit endlich genehmigt. Laut den AGB ist die Bearbeitungsdauer 3 Werktage.

Nun wollte ich erneut eine Auszahlung tätigen und sehe nun das mein VIP Level von 3 auf 1 herabgestuft wurde. Laut VIP Assistent aufgrund zu geringer Einzahlungen. Nun kann ich statt 800€ nur 500€ pro Auszahlung beantragen. Jeder Antrag dauert nun auch länger als die angegebenen 3 Werktage in den AGB. Ebenso habe ich auch nie wirklich Hilfe bekommen im Bezug auf Auszahlungen von dem VIP Assistent. Erst kam das es sich angeschaut wird und nach 11 Tagen kam die Antwort es wird mal geschaut obwohl der Antrag da schon genehmigt war.

Vom Support erhält man immer nur die selbe Antwort : Wir bitten um Geduld, ihre Anfrage befindet sich im Endstadium. Bei der letzten Auszahlung dauerte es dann noch über 1 Woche.

Sollte es mit dieser Geschwindigkeit weiter gehen werde ich noch bis ende des Jahres brauchen bis das Geld vollständig abgebucht wurde. Ich finde es gegenüber dem Kunden sehr unfair das darauf gehofft wird, wenn man es so extrem in die länge zieht, dass das Geld wieder verspielt wird. Gott sei dank habe ich bisher kein anderes Casino gefunden welches so extrem lange für Auszahlungen braucht. Sollte sich an dem ganzen nichts ändern, werde ich mir definitiv ein anderes Casino suchen.

Dear 91mystyle,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Complaints about problems with withdrawals are piling up. It can't be that they've had an excessive volume of withdrawals for months. I understand if a withdrawal takes longer, but you have the option of making a withdrawal of €500 per day, and that's until you have three simultaneous requests open. This means you wait forever for a payout. Above all, you can't make any further withdrawals during the waiting period, and then it takes three days to submit three requests, for which you then have to wait another 14 days? Why does the T&Cs state that there is a processing time of three working days?

Die Beschwerden häufen sich über die Probleme bei den Auszahlungen. Es kann doch nicht sein das die seit Monaten ein zu hohes aufkommen an Auszahlungen haben. Ich verstehe es wenn mal eine Auszahlung länger dauert aber man hat die Möglichkeit pro Tag eine Auszahlung von 500 Euro zu tätigen und das bis man 3 Zeitgleiche Anträge offen hat. Somit wartet man Ewigkeiten darauf das mal etwas ausgezahlt wird. Vor allem kann man in der zu wartenden Zeit keine weiteren Auszahlungen tätigen und braucht dann 3 Tage um 3 Anträge zu stellen auf welchen man dann wieder 14 Tage warten muss? Für was wird in den AGB dann angegeben dass es eine Bearbeitungszeit von 3 Werktagen gibt.

Dear 91mystyle,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Unfortunately, the processing is still ongoing. Support keeps telling me to be patient.

Leider ist die Bearbeitung noch immer nicht abgeschlossen. Im Support erhält man immer nur die Nachricht man müsse Geduld aufbringen.

Dear 91mystyle, please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals before?

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 withdrawals? 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.

Dear 91mystyle,

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.

This payment has been paid out. I've been waiting for the next payment for 13 days now. I think this is a real disgrace and can only recommend that everyone stop playing on this provider's sites.

Diese Zahlung wurde ausgezahlt. Ich warte nun auf die nächste Zahlung ebenfalls wieder seit 13 Tagen. Finde das es wirklich eine Frechheit ist und kann nur jedem empfehlen, auf den Seiten von diesem Anbieter nicht mehr zu spielen.

Dear 91mystyle, could you please describe the current situation more clearly?

Do you still have any pending withdrawals, or is everything now settled?

The three initial withdrawals have been paid out. I requested €500 each on May 16, 17, and 18. These three withdrawals are now being processed again. I haven't contacted support about this yet because it's just too exhausting for me to write there every time and always get a response that tells me to be patient.

Die 3 Auszahlungen vom Anfang wurden ausgezahlt. Habe am 16.5, 17.5 und 18.5 jeweils 500€ als Auszahlung beantragt. Diese drei Auszahlungen sind nun wieder in Bearbeitung. Ich habe auch bisher mich noch nicht beim Support diesbezüglich gemeldet weil es mir einfach nun auf Dauer zu anstrengend ist jedes mal dort zu schreiben und immer nur als Antwort zu sehen das ich mich gedulden muss.

Dear 91mystyle, could you please provide me with the current status of the three recent withdrawal requests from May 16, 17, and 18?

All 3 applications are "In Process"

Alle 3 Anträge stehen auf "In Bearbeitung"

Thank you very much, 91mystyle, for providing the necessary information. I will now transfer your complaint to my colleague Martina (martina.b@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.

and what exactly happens now?

und was genau passiert jetzt?

Dear 91mystyle,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Slotexo Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Dear All,

Kindly be informed that upon reviewing the account, we can confirm that there are no outstanding withdrawal requests.

The last three transactions have all been successfully processed as of today.

As per our terms and conditions (Section 6.14), the Company reserves the right to make payments according to an individual schedule, set the minimum and maximum amount per transaction, and determine the processing time. These factors may vary depending on the withdrawal method, your account level, or other relevant circumstances.

We appreciate your patience and understanding.

Best regards,

Slotexo.com

Thank you very much Slotexo team!

Dear 91mystyle

At this point it should only be a matter of time before the payment reaches you.

I will keep this complaint opened until your confirmation regarding successful withdrawal.

Please let me know as soon as you receive the payment.

The requests were processed and received yesterday evening. According to section 6.15, withdrawals will be processed within 3 business days. The way the representative writes it, this means that once you win something, it stays in your account for as long as possible so you can lose as much as possible.

I requested a withdrawal yesterday and today and will request my last withdrawal tomorrow and then I will no longer play on this site.

I've had to wait at least 15 days for every withdrawal request. There are other casinos that are far more customer-friendly in this regard.

Die anfragen wurden gestern abend bearbeitet und sind eingegangen. Laut Abschnitt 6.15 heist es eine Auszahlung wird binnen 3 Werktagen bearbeitet. So wie der Vertreter es schreibt wird also damit gesagt sobald man etwas gewinnt, bleibt es so lange wie möglich auf dem Konto, damit man soviel wie möglich noch verspielt.

Habe gestern und heute noch eine Auszahlung beantragt und werde für morgen meine letzte Auszahlung beantragen und dann werde ich auf dieser Seite auf nicht mehr spielen.

Ich habe jetzt auf jede Auszahlungsanfrage mindestens 15 Tage warten müssen. Da gibt es andere Casinos welche weitaus Kundenfreundlicher sind diesbezüglich.

I completely understand that this casino’s approach hasn’t provided the kind of user experience you were hoping for. It’s absolutely your right to choose a casino that better meets your expectations and needs.

Please do let me know once the funds have arrived in your account. Thank you!

Dear 91mystyle,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Martina
Casino.Guru

I am reopening the complaint due to new developments — the player has informed us that another payment was received; however, it took an additional 14 days to arrive.

Dear 91mystyle,

Could you please keep me updated on the status of your current withdrawal requests? Thank you in advance!

Dear 91mystyle,

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.