The player from Germany won €11,800 but faced difficulties withdrawing his winnings as his account wasn't verified. He discovered a limit of €5,000 per week and could only withdraw €800 three times daily, despite finding no mention of this in the casino's instructions. He sought assistance due to his VIP being unavailable. The issue was resolved by the Complaints Team, which clarified that once the winnings were played and lost during regular gameplay, no further intervention could be made. The complaint was closed due to the inability to recover lost funds.
Slotexo Casino - Player struggles with delayed withdrawal limits.
Amount: €11,800
Slotexo Casino
Safety Index:Above averageSafety 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.
7.0
Slotexo Casino has a Safety Index of 7, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Closed
Our verdict
Other
REJECTED
Case summary
2 months ago
Public
Public
2 months ago
Translation
I won €11,800 on May 3, 2025, without using a bonus. My account isn't verified, and I can't verify it because the casino apparently doesn't need it. Now I wanted to request a withdrawal via bank transfer because Klarna isn't an option. It says a limit of €5,000. It didn't work. I quickly contacted support, and they said I can only withdraw €800 three times per day, and €5,000 per week. I read their instructions, and they don't mention anything about it. Support told me to contact my VIP, but he's still on vacation. Can you help me?
Automatic translation:
Public
Complaint Specialist
Public
2 months ago
Dear Donlui2010,
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 the 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, please let us know and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Veronika
Public
Public
2 months ago
Translation
It's over. I lost my winnings. And I will definitely not recommend this casino to anyone! You can deposit unlimited amounts, but there are always catches when it comes to withdrawals that aren't clearly explained in the description! Support tells you something that's wrong, and the VIP is unavailable. Thanks for the experience, never again.
Automatic translation:
Public
Complaint Specialist
Public
2 months ago
Dear Donlui2010,
Thank you for the update. We’re very sorry to hear that your winnings were lost. Unfortunately, once the funds have been played and lost during regular gameplay, we’re no longer able to intervene or assist in recovering them.
We understand that unclear withdrawal limits and delays in support responses can be frustrating, and we encourage all casinos to provide transparent and timely communication. That said, based on the current status of your case, we must close this complaint.
Thank you for your understanding.
Best regards,
Veronika
Casino Guru Team
