Slots Don Casino - El retiro del jugador se retrasa.

Hi,

I played at slotsdon long time ago and won.

I have been waiting for my withdrawal for a while now.

My account was verified and i requested a withdrawl but never received my money.

Now when i log in i just get to a withdrawal page and my money is not there to withdraw.

Important notice:

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We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Slots Don Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Is your player's account accessible to you?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Did the casino confiscate your winnings? Did the casino justify its decision in any way?
• Since when have you been waiting for the payout from the casino?
• Could you please share with me your communication with the casino regarding the issue? 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

No,

When i log in i come straight to their withdrawal page and there are nowhere to get out of it.

I played Slotmachines at their casino.

Yes i played with a bonus but i dont remember if i accumulated myt winnings withg their bonus or my real cash.

No they did not confiscate it they just dont pay it out.

I dont know the exact time frame but a couple of months i think.

There has not been so much communications i tried talking to their live support sometimes but i have just been waiting for my money since i did my part with verification.

Thanks for the explanation.

Could you please share a screenshot of the pending payout with the status visible, or your attempts to communicate with support regarding the delay, to better support your complaint?

Share screenshots here or send the information to my email at tomas@casino.guru

Thanks in advance for your reply.

Hello Tomas,

After reviewing the account, we can confirm that the withdrawal has not been processed due to incomplete verification requirements. During the KYC review, the provided documentation did not meet the necessary criteria, including issues related to proof of address and liveness verification.

At this stage, the account remains under review, and the player has been requested to provide valid documentation in order to proceed. Until the verification process is successfully completed, withdrawals cannot be finalised, in line with our Terms and regulatory obligations.

We encourage the player to contact our support team directly and submit the requested documents so the review can be concluded.

Best regards,

SlotsDon

Thanks for the reply to the casino representative.

Dear jimtran1983,

Please let me know if there are any obstacles in completing the verification documents the casino requested, and let me know about any news regarding the payout as well.

Looking forward to your reply.

Dear jimtran1983,

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

We’ve reopened this complaint at the request of jimtran1983. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Player's message:

Sorry i have been away from home and did not have access to my laptop.

How can i verify my account when the website is not in function?

Dear jimtran1983,

• Were you able to reach the casino support since the last time the casino responded?
• Was any assistance given to you since then?

Please let me know.