I signed up to this casino using their welcome bonus. I successfully completed the wager requirements and my account is fully verified. I have had a withdrawal pending with the casino since November 20th. The support staff refuses to provide an explanation or estimated timeline of when the funds will be released. You get the same answer every time "we will forward this to our finance department, thank you bye bye". Very unprofessional and feels like a scam. Judging by the other posts I see on here and other sites, I doubt I will receive the withdrawal. I have also sent the website several emails which have gone unanswered. To make things worse, this casino refuses to provide any update on the withdrawal and delays, they send you promotional emails every day looking for more deposits. Very disappointing and frustrating experience.

Dear kgturner9660,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand correctly that this was your first withdrawal attempt?

Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal/transaction history here in this thread.

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

Best regards,

Kristina

Yes this is my first withdrawal request. I have completed verification. The support has been unable to confirm when the withdrawal will be approved.

Thank you very much for your reply, kgturner9660. Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post it here. Thank you in advance.

Hello,

I do not have very many conversations to send, as all of my emails have gone unanswered, but I will forward all of the emails I sent.

Thank you very much, kgturner9660, for your cooperation. I will now transfer your complaint to my colleague Natalia ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi kgturner9660,

I've just reviewed your case and am sorry to hear about your struggles with withdrawal. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Slootz Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify what are the reasons the player's withdrawal requests has been pending for more than 2 weeks and when they can expect them to be processed from your side?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email [email protected].

Kind regards,

Natalia

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear kgturner9660,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Natalia