Slots Village Casino - La retirada del jugador se ha retrasado.

Hello, I've been waiting for my win for 13 days, there is no answer to my emails, I read on the forum that slotsvillage casino many players have not paid the win, I hope this situation has changed and I will receive my win 600 euros

Dear Marzena,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Could you please advise which payment method you have opted for and if this has been your first withdrawal request in this casino?

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, especially if it’s your first withdrawal or you’re withdrawing a bigger amount of money. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive your delayed withdrawal. Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Reply from the player:

"Hello, I have been waiting for the payment of my win for over 2 weeks, the payment of the win has been confirmed and has not been paid so far, I still get the same emails, I send the reply back and nothing happens, initially I sent emails via my mail but after the casino the account blocked my address email, currently sending via gmail, at the beginning I was told that the money was sent on May 4, I sent a copy of the bank statement where there is no payment from the casino, they said to send again the account number big and iban will send it again, but to so far nothing has been received, that's why I am asking for help, this is my win and I will not donate this money, I deposited the deposit I won and the casino is obliged to pay my win"

Dear Marzena,

Thank you very much for your reply. Firstly, you have opened a new complaint instead of replying to the original one. Have you been experiencing any difficulties answering the complaint?

Secondly, if I understood it correctly there’s been an issue with the payment method. Could you please advise if your withdrawal has been reversed back to your account? Is your withdrawal pending now or it has been cancelled by the casino? Thank you in advance for your reply. 

the win was paid thank you and best regards

wygraną została wypłacona dziękuję i pozdrawiam

As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thank you very much Marzena for your cooperation and confirmation and please don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.