Slotexo Casino - El retiro del jugador se ha retrasado.

Payment was requested on April 2, 2025.

Starting the following week, I regularly asked the casino, always getting the same answer: everything was fine and there was just a slight delay.

KYC was not requested and I have no way to upload the documents.

Auszahlung wurde am 02.04.2025 beantragt.

Ab Folgewoche regelmäßig beim Casino nachgefragt, immer die gleichen Antworten, es sei alles ok und verzögere sich nur ein wenig.

KYC wurde nicht angefragt und ich habe auch keine Möglichkeit, die Dokumente hochzuladen.

Dear gandhi1988,

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.

• Have you made any successful withdrawals before?
• Did you accumulate your winnings with or without an active bonus?
• What types of games did you play?
• When was the last time you communicated with the casino customer support regarding the delay in the processing of your payment?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Veronika

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

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

Stay cautious, and if you have any doubts, please reach out to us directly.

Hello Veronica,

Have you ever made successful withdrawals?

No, not yet.

Have you accumulated your winnings with or without an active bonus?

With deposit bonus (this was of course implemented).

What types of games did you play?

Only slot games with stakes < 5€ / spin.

When was the last time you spoke to the casino's customer support about the delay in processing your payment?

Yesterday, on April 23, 2025.

Thanks and greetings

Hallo Veronika,

Haben Sie schon einmal erfolgreiche Abhebungen vorgenommen?

Nein, bisher noch nicht.

Haben Sie Ihre Gewinne mit oder ohne aktiven Bonus angesammelt?

Mit Einzahlungsbonus (dieser wurde natürlich umgesetzt).

Welche Arten von Spielen haben Sie gespielt?

Ausschließlich Slot Spiele mit Einsatz < 5€ / Spin.

Wann haben Sie das letzte Mal mit dem Kundendienst des Casinos über die Verzögerung bei der Bearbeitung Ihrer Zahlung gesprochen?

Gestern, also am 23.04.2025.

Danke und Grüße

Please forward me the communication between you and the casino regarding the delay in the processing of your payment at veronika.f@casino.guru, or post screenshots here. Thank you for your patience and cooperation.

Dear gandhi1988,

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,
Veronika
Casino.Guru