The player from Germany had requested a withdrawal less than two weeks prior to submitting this complaint. The payment had not been processed yet. After communication with the casino, it was confirmed that the player's previous withdrawal requests had been successfully processed. The player had expressed dissatisfaction with the withdrawal delays and stated plans to stop playing at the casino. The Complaints Team had acknowledged the player's concerns and kept the complaint open for further updates. However, due to a lack of response from the player, the complaint was eventually closed, with the option to reopen it in the future.
Slotexo Casino - Player claims that payment has been delayed.
Amount: €10,200
Slotexo Casino
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7.0
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Closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 days ago
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2 months ago
Translation
I won about €10,000 at the casino in question. Since I'd already been playing there for a few days, my VIP level was 3, which allows me to submit three simultaneous withdrawal requests of €800 each. The first request was finally approved after a 14-day wait. According to the terms and conditions, the processing time is 3 business days.
Now I wanted to make another withdrawal and see that my VIP level has been downgraded from 3 to 1. According to the VIP assistant, this is due to insufficient deposits. Now I can only request €500 per withdrawal instead of €800. Each request now takes longer than the three business days stated in the terms and conditions. Likewise, I never really received any help regarding withdrawals from the VIP assistant. First, they said it would be looked into, and after 11 days, they responded that it would be looked into, even though the request had already been approved.
You always get the same answer from support: Please be patient, your request is in the final stages. The last payout took over a week.
If things continue at this rate, it will take until the end of the year for the money to be fully withdrawn. I think it's extremely unfair to the customer that they're hoping that the money will be lost again if things drag on so much. Thankfully, I haven't found another casino that takes so long to process payouts. If things don't change, I'll definitely look for another casino.
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Casino Analyst & Complaint Specialist
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2 months ago
Dear 91mystyle,
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
PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.
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2 months ago
Translation
Complaints about problems with withdrawals are piling up. It can't be that they've had an excessive volume of withdrawals for months. I understand if a withdrawal takes longer, but you have the option of making a withdrawal of €500 per day, and that's until you have three simultaneous requests open. This means you wait forever for a payout. Above all, you can't make any further withdrawals during the waiting period, and then it takes three days to submit three requests, for which you then have to wait another 14 days? Why does the T&Cs state that there is a processing time of three working days?
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Casino Analyst & Complaint Specialist
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1 month ago
Dear 91mystyle,
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.
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1 month ago
Translation
Unfortunately, the processing is still ongoing. Support keeps telling me to be patient.
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Casino Analyst & Complaint Specialist
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1 month ago
Dear 91mystyle, please allow me to ask you a few questions, so I can understand the whole situation completely.
Have you made any successful withdrawals before?
Could you please confirm that you have passed the KYC verification?
Did you accumulate your winnings with or without an active bonus?
Could you please share your communication with the casino regarding the withdrawals? Send emails or chat transcripts to my email at [email protected], or post screenshots here.
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.
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Casino Analyst & Complaint Specialist
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1 month ago
Dear 91mystyle,
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.
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1 month ago
Translation
This payment has been paid out. I've been waiting for the next payment for 13 days now. I think this is a real disgrace and can only recommend that everyone stop playing on this provider's sites.
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Casino Analyst & Complaint Specialist
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1 month ago
Dear 91mystyle, could you please describe the current situation more clearly?
Do you still have any pending withdrawals, or is everything now settled?
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1 month ago
Translation
The three initial withdrawals have been paid out. I requested €500 each on May 16, 17, and 18. These three withdrawals are now being processed again. I haven't contacted support about this yet because it's just too exhausting for me to write there every time and always get a response that tells me to be patient.
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Casino Analyst & Complaint Specialist
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1 month ago
Dear 91mystyle, could you please provide me with the current status of the three recent withdrawal requests from May 16, 17, and 18?
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Casino Analyst & Complaint Specialist
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1 month ago
Thank you very much, 91mystyle, for providing the necessary information. I will now transfer your complaint to my colleague Martina ([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.
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Casino Analyst & Complaint Specialist
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1 month ago
Dear 91mystyle,
My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.
Now I would like to invite Slotexo Casino representative to join this conversation and participate in the resolution of this complaint.
Dear casino representative, could you please state the reason why the player's withdrawal has not yet been processed?
Thank you in advance for providing the information.
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Casino representative
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1 month ago
Dear All,
Kindly be informed that upon reviewing the account, we can confirm that there are no outstanding withdrawal requests.
The last three transactions have all been successfully processed as of today.
As per our terms and conditions (Section 6.14), the Company reserves the right to make payments according to an individual schedule, set the minimum and maximum amount per transaction, and determine the processing time. These factors may vary depending on the withdrawal method, your account level, or other relevant circumstances.
We appreciate your patience and understanding.
Best regards,
Slotexo.com
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Casino Analyst & Complaint Specialist
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1 month ago
Thank you very much Slotexo team!
Dear 91mystyle
At this point it should only be a matter of time before the payment reaches you.
I will keep this complaint opened until your confirmation regarding successful withdrawal.
Please let me know as soon as you receive the payment.
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1 month ago
Translation
The requests were processed and received yesterday evening. According to section 6.15, withdrawals will be processed within 3 business days. The way the representative writes it, this means that once you win something, it stays in your account for as long as possible so you can lose as much as possible.
I requested a withdrawal yesterday and today and will request my last withdrawal tomorrow and then I will no longer play on this site.
I've had to wait at least 15 days for every withdrawal request. There are other casinos that are far more customer-friendly in this regard.
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Casino Analyst & Complaint Specialist
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1 month ago
I completely understand that this casino’s approach hasn’t provided the kind of user experience you were hoping for. It’s absolutely your right to choose a casino that better meets your expectations and needs.
Please do let me know once the funds have arrived in your account. Thank you!
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Casino Analyst & Complaint Specialist
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3 weeks ago
Dear 91mystyle,
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.
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Casino Analyst & Complaint Specialist
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2 weeks ago
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,
Martina
www.kpvfaw.com
