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

Good evening,

I would like to file a complaint regarding a withdrawal delay at Slotspalace casino.

My withdrawal request was submitted on 23/04/2026 and according to the casino the processing time is up to 3 business days. However, more business days have already passed without the process being completed.

I have contacted support repeatedly via email and live chat. In each communication I receive general and contradictory answers such as:

"Withdrawal is in processing queue"

"Considered with priority"

"There is a delay due to a payment provider"

However, I have not received any clear information regarding whether the takeover has been approved or when it will be completed.

Furthermore, I have been confirmed that there is no problem or irregularity with my account.

I have in my possession evidence (screenshots) of all conversations and responses I have received, which I can provide.

I would appreciate your help in resolving the issue, as so far I have not received a clear and specific response from the casino.

Thank you in advance for your help.

Καλησπέρα σας,

Θα ήθελα να υποβάλω καταγγελία σχετικά με καθυστέρηση ανάληψης στο καζίνο Slotspalace.

Η αίτηση ανάληψής μου υποβλήθηκε στις 23/04/2026 του μήνα και, σύμφωνα με το καζίνο, ο χρόνος επεξεργασίας είναι έως 3 εργάσιμες ημέρες. Ωστόσο, έχουν ήδη περάσει περισσότερες εργάσιμες ημέρες χωρίς να έχει ολοκληρωθεί η διαδικασία.

Έχω επικοινωνήσει επανειλημμένα με την υποστήριξη μέσω email και live chat. Σε κάθε επικοινωνία λαμβάνω γενικόλογες και αντικρουόμενες απαντήσεις όπως:

«Η ανάληψη είναι σε ουρά επεξεργασίας»

«Εξετάζεται με προτεραιότητα»

«Υπάρχει καθυστέρηση λόγω παρόχου πληρωμών»

Παρόλα αυτά, δεν έχω λάβει καμία σαφή ενημέρωση σχετικά με το αν η ανάληψη έχει εγκριθεί ή πότε θα ολοκληρωθεί.

Επιπλέον, μου έχει επιβεβαιωθεί ότι δεν υπάρχει κανένα πρόβλημα ή παρατυπία στον λογαριασμό μου.

Έχω στην κατοχή μου αποδεικτικά στοιχεία (screenshots) όλων των συνομιλιών και των απαντήσεων που έχω λάβει, τα οποία μπορώ να προσκομίσω.

Θα εκτιμούσα τη βοήθειά σας για την επίλυση του ζητήματος, καθώς μέχρι στιγμής δεν έχω λάβει σαφή και συγκεκριμένη απάντηση από το καζίνο.

Σας ευχαριστώ εκ των προτέρων για τη βοήθειά σας.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

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.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Kmyrto_7,

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

Dear Kmyrto_7,

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.

Dear Kmyrto_7,

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,
Karla
Casino.Guru