The player from Germany had submitted a withdrawal request less than two weeks prior to contacting us. Winnings hadn't been obtained up to that day. The player had previously made a successful withdrawal. We had requested the casino's input, but received no response despite multiple attempts. Since the casino operated without a valid license and didn't refer to any ADR service, there was no gaming authority to turn to. We marked the complaint as 'unresolved', which may have negatively affected the casino's rating.
Slootz Casino - Withdrawal of player's winnings has been delayed.
Black points: 110
Amount: €400
Slootz Casino
Safety Index:Very lowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
1.7
Slootz Casino has a Safety Index of 1.7, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
No reaction policy
UNRESOLVED
Case summary
1 year ago
Public
Public
1 year ago
Translation
Hello everyone,
I submitted a withdrawal at Slootz on 26.10.2023. I deposited €40 and received €38. With Bitcoin. I played with a bonus and successfully wagered it. I'm still waiting for my withdrawal. Whenever I ask the support team, they just say they are having a delay and are working on it. Please help me to get my winnings.
Attached is my deposit, my withdrawal and my account verification.
Best regards,
Glorystory
Automatic translation:
Public
Complaint Resolution Center Team Lead
Public
1 year ago
Dear glorystory,
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
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Complaint Resolution Center Team Lead
Public
1 year ago
Dear glorystory,
Have you received your withdrawal from the casino yet?
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Public
1 year ago
Translation
Hello,
No, I have not received the payout.
Automatic translation:
Public
Complaint Resolution Center Team Lead
Public
1 year ago
Thank you for your reply, glorystory. Have you made any successful withdrawals before? Have you tried contacting the casino regarding the delayed payment? 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.
Sensitive attachment
Sensitive attachment
1 year ago
Translation
Hello,
Yes, I made a successful withdrawal on August 21, 2023.
Attached I am sending you the chat history of the casino and myself.
Automatic translation:
Public
Complaint Resolution Center Team Lead
Public
1 year ago
Thank you very much, glorystory, 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.
Public
Casino Analyst & Complaint Specialist
Public
1 year ago
Hi glorystory,
I've reviewed your case and am sorry that you came across such a problem with the withdrawal of your funds. I'll try my best to help you with the issue by contacting the casino and we'll see what can be done when they reply.
Dear Slootz Casino, I'd like to ask you to join this conversation and share more information regarding the case. Can you please specify what are the reasons for the delay? Have you already processed the player's withdrawal request? If not, when can they expect it to be done?
I hope that you can assist in this matter. If you have any supporting evidence, please send it to my email address [email protected].
Looking forward to hearing from you!
Best regards,
Natalia
Public
Casino Analyst & Complaint Specialist
Public
1 year ago
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.
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Casino Analyst & Complaint Specialist
Public
1 year ago
Dear glorystory,
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
