SlotsPalace Casino - La cuenta del jugador ha sido cerrada y el reembolso está retrasado.

The casino belonging to the rabidin.v. group (rabona, Bankonbet, malina) has closed the account and has not responded for more than 14 days. The balance on the account is 6000 CZK. They may not respond due to their busy schedule, but I believe that the situation will improve.

I would like to file a complaint, with discussion and review I know that after filing a complaint it will soon pay off.

Kasino spadající pod skupinu rabidin.v.( rabona, Bankonbet, malina) uzavřelo účet a nereaguje déle než 14 dní. Zůstatek na účtu je 6000 Kč. Nereagují možná i s důsledku vytíženosti, ale věřím že situace se napraví.

Ráda bych podala stížnost, s diskuzí a recenzí vím že po podání stížnosti to brzy vyplatí.

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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.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• What types of games did you play at this casino? Were they slots, live casino games, or did you place bets on sports?
• Has the casino promised you a refund of your remaining balance after your account was closed?
• Has the casino informed you why your account was closed?
• Have you passed the full KYC verification at this casino before?

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,

Veronika

Normal game types...deposit was 20k...withdrawal only 6k...so actually -14k

Normální typy her...vklad byl 20k...výber pouze 6k ...takže vlastně -14k

Have you passed the full KYC verification at this casino?

Also, kindly forward me the email you received from the casino after your account was closed at veronika.f@casino.guru. Thank you for your cooperation.

There is no communication from them here, I thought it was the same reason for the blocking as with rtbet.com. They have not sent any information about the withdrawal yet. The account is not verified, the deposits were higher than the withdrawals

Tady není žádná komunikace z jejich strany, myslela jsem ze se jedna o stejný důvod zablokování jako u rtbet.com. Zatím neposlali žádné informace ohledně výběru. Účet není ověřen, vklady byly vyšší než výběry

Dear Marcela7

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martina (martina.b@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika Fritz

Dear Marcela7,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite SlotsPalace Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case and state the reason why the player´s account has not been closed?

Thank you in advance for providing the information.

Dear Martina,

We hope you are doing well.

Unfortunately, we were unable to locate an account under the email address provided. To assist you further, could you please confirm the correct email address associated with the account?

Once we receive the updated information, we will be happy to proceed with resolving the matter as quickly as possible.

Thank you for your cooperation,

Kind regards,

SlotsPalace casino Team

I have sent preliminary bank details, which they will most likely also request... to potentially speed up the payment... but so far no response from them.

Poslala jsem předběžně bankovní údaje, ktere s největší pravděpodobnosti také vyžádají...pro případné urychlení výplaty...ale zatím z jejich strany žádná reakce

Thank you Marcela7 for being pro active.

Dear SlotsPalace Casino, has the email provided by the player helped you to locate the account?

Please let us know the update.

Dear Marcela7,

We want to kindly ask you to double check your registered email as we couldn't locate any account under the new email provided in our casino.

Kind regards,

SlotsPalace casino Team

Dear Marcela7,

We hope you are well,

We have located your account in our system and confirmed that it is active. To clarify, the account was not closed from our side at any point. This indicates that the issue you are experiencing is related to the login process rather than the account status.

We can generate and forward a new password to help you regain access.

Please let us know if you would like us to proceed with resetting your password.

Thank you, and we remain at your disposal for any further assistance,

Kind regards,

SlotsPalace casino Team

I would recommend requesting a balance withdrawal this way and not continuing further if possible, given that almost no one has even responded to the email for 2 months.

Rada bych touto cestou pozadala o výber zůstatku a dále již nepokračovala pokud je to možné, vzhledem k tomu že téměř nikdo 2 měsíce ani neodpověděl na email.

The casino is probably safe.

But it only started to react when you got involved. It lost my trust and if I managed to gain access, the withdrawal process would take another month, they would still have the advantage of losing their money, other risks. If possible, I would use leverage through you and would like to request a balance withdrawal, they received the payment details.

Thank you for your help and understanding.

Kasino je asi určitě bezpečné.

Ale začalo reagovat až ve chvíli kdy jste se do toho zapojili vy. Ztratilo moji důvěru a pokud by se mi podařilo získat přístup, proces výběru by trval další měsíc, ještě by měli výhodu možnosti prohrát své peníze, další rizika. Pokud je možné využila bych páku přes Vás a ráda bych požádala o výběr zůstatku, platební údaje obdrželi.

Děkuji za pomoc a pochopení

Dear Marcela7,

We hope you are well.

We would like to inform you that we have escalated the manual withdrawal of your active balance to the relevant team. They have reviewed your request and advised that additional information is required in order to proceed.

To complete the withdrawal, please provide the following bank details:

Full Name (including all middle names)

Email Address

IBAN or Bank Account Number

BIC / SWIFT Code

Bank Name and City

Country where the bank is located

Once we receive the above information, we will continue processing your withdrawal without delay.

Kind regards,

SlotsPalace casino Team

Dear SlotsPalace Casino,

can you please give us an update about processing manual withdrawal?

Thank you so much

Dear Marcela7,

We hope you are well.

We are writing to inform you that we were unable to locate the bank details required to process your manual withdrawal.

To ensure there are no delays, we have sent you a separate email requesting this information.

Please kindly check your inbox and provide the requested details at your earliest convenience. Once received, we will proceed with your manual withdrawal as quickly as possible.

Thank you for your cooperation.

Kind regards,

SlotsPalace casino Team

Done sending...so we'll wait

Hotovo odesláno...tak budeme čekat

Dear SlotsPalace Casino Team, please keep us informed. Thank you in advance

The money arrived today...thank you very much

Peníze dnes přišly...děkuji moc

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

Dear Marcela7,

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