Slotexo Casino - Se cancela la solicitud de retiro del jugador.

Casino Name: Slotexo

Complaint Type: Non-payment / Withdrawal issue

Amount: 1500 EUR

Complaint:

I am filing this complaint against Slotexo due to a serious withdrawal issue.

I requested a withdrawal of 1500 EUR, which was initially accepted. However, I was later informed that the payment had allegedly been "cancelled by the payment provider." No proof or transaction evidence has ever been provided to support this claim.

I clearly provided my valid bank account details and requested the withdrawal to be processed via standard bank transfer. Instead of resolving the issue, Slotexo repeatedly insisted that I provide a cryptocurrency wallet or an alternative method.

I explicitly refused to use cryptocurrency due to security and traceability concerns and requested them to proceed with the original payment method or provide proof of the failed transaction.

Slotexo ignored these requests and ultimately closed my case, stating that since I did not provide an alternative payment method, no payment would be made.

This is unacceptable. A casino cannot refuse to pay a confirmed withdrawal simply because the player declines cryptocurrency. I have fulfilled all requirements and cooperated fully.

Additionally, I have documented all communication and transactions, including proof of deposits and their confirmation of the withdrawal.

I am requesting AskGamblers to intervene and assist in resolving this matter. I expect Slotexo to process my withdrawal of 1500 EUR via a standard and verifiable payment method.

Thank you.

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Hello,

Thank you very much for submitting your complaint.

I’m sorry to hear about your withdrawal issue. Please understand that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors, such as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method is available for deposits, it doesn’t necessarily mean that it will be offered for withdrawals too; also, it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers. If an alternative option is suggested, we generally recommend you seriously consider using the option to access your winnings.

• Was your account verified successfully in the past?
• Could you please explain why the discussion you provided revolves around a refund of your deposit instead of a payout of your winnings?
• Would you be able to provide further communication you exchanged with the casino on the topic?

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

Best regards,

Tomas

Dear Ticktack,

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,
Tomas
Casino.Guru