Slotexo Casino - Los retiros de los jugadores se retrasan.

I first requested a withdrawal at the beginning of May. Specifically, I made three withdrawals of €500 each. After about a week, I canceled them and resubmitted them. So, on May 10, 11, and 12, I requested withdrawals of €500 each. And €1,100 is still in my player account. I've contacted customer support several times, and each time I'm just told that the withdrawals are delayed.

Ich habe erstmals Anfang Mai eine Auszahlung beantragt. Beziehungsweise 3 Auszahlungen jeweils 500€. Nach einer Woche ca habe ich diese storniert und erneut gestellt. Es wurden also am 10.05., 11.05. und am 12.05. jeweils eine Auszahlung in Höhe von 500€ beantragt. Und 1100€ befinden sich noch auf dem Spielerkonto. Ich habe schon des Öfteren den Kundensupport angeschrieben und werde jedes Mal nur vertröstet dass sich die Auszahlungen verzögern.

Dear Player,

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 from the casino in the past?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with the help of a bonus?
• Could you please share with me your communication with the casino regarding the delay? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

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 Tomas,

Yes, I've also made successful withdrawals from there. And they usually only took a few days.

Verification is not necessary there.

Winnings were achieved without a bonus.

Unfortunately I only have these screenshots because I didn't take any the other times.

Hallo Tomas,

ja ich habe auch schon erfolgreiche Auszahlungen von dort vorgenommen. Und diese haben in der Regel nur einige Tage gedauert.

Eine Verifizierung ist dort nicht nötig.

Gewinne wurden ohne Bonus erzielt.

Ich habe leider nur diese Screenshots weil ich die anderen Male keine gemacht habe.

This conversation took place on May 21st.

Diese Konversation fand am 21.05. statt.

Thank you very much, Babsy2012, 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.

Dear Babsy2012,

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 Babsy2012,

Thank you for reaching out to us,

We are very sorry for the delay and the inconvenience, that might have caused.

Your request is being handled by the relevant department, as soon as we have un update, we will let you know.

Best Regards,

Slotexo Casino Team

Dear Babsy2012,

In order to proceed with withdrawing your funds, your account needs to be verified.

We have forwarded you an email regarding what is necessary.

As soon as we receive those documents, your account will be verified and your withdrawals will be finalized.

Thank you in advance.

Best regards,

Slotexo Casino Team

Thank you Slotexo Team for the information!

Dear Babsy2012, can you please take a look and send the casino required documents? Once you done, please let me know. Thank you

Dear Babsy2012,

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.

I apologize for my late reply. I was in the hospital until yesterday. I submitted all the documents. I'm now waiting for confirmation.

ich bitte um Entschuldigung für meine späte Antwort. Ich war bis gestern im Krankenhaus. Habe alle Unterlagen eingereicht. Warte nun auf Bestätigung.

Thank you Babsy2012 for the update!

Please let me know when you have some news.

Yes, I will definitely do that.

Ja das werde ich auf jeden Fall machen.

Dear Babsy2012,

I am happy to inform you that your account has been verified successfully.

Furthermore, you have already requested 2 withdrawals which will be processed in a timely manner.

If you have any further questions please let us know.

Best regards,

Slotexo Casino Team

Thank you Slotexo Casino Team for the update!

Dear Babsy2012

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.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Babsy2012,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Martina