The player from Germany faced issues with a withdrawal of €1320 that was returned to their account after being pending for four days. After contacting customer support, their account was closed without warning, and they only received automated responses that did not clarify their situation. The Complaints Team intervened, and after further communication with the casino, the player's withdrawal was successfully processed, and the funds were received. The complaint was marked as resolved.
SlotMonster Casino - Player’s payout is delayed and account has been closed.
Amount: €1,320
SlotMonster Casino
Safety Index:Very lowSafety Index
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2.0
SlotMonster Casino has a Safety Index of 2, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 months ago
Public
Public
3 months ago
I would like to raise an issue regarding my withdrawal of €1320. The payout was on "pending" for 4 days and was then returned to my account without giving reasons. I then contacted me via the live chat, which was only accessible via mobile phone because the chat did not work on the computer. In this chat, I described the situation in detail, after which my account was closed without warning. I used the chat again several times, but always only received automated answers that did not address my concern. I would like to emphasize that I: Didn't use a bonus Have not violated any rules of the provider Since I have not received a clear explanation or a solution to my problem, I ask for clarification as soon as possible. I want to know why my payout was charged back and why my account was closed.
Public
Head of Complaint Resolution Center
Public
3 months ago
Dear Neo_23,
Thank you very much for submitting your complaint.
I’m sorry to hear about the difficulties you’re facing with your withdrawal and account closure. In order to better understand your case and proceed with our investigation, could you please provide the following details?
- Did you receive any emails from the casino regarding the withdrawal being returned or the account closure? If so, could you share the content of those messages?
- Have you attempted to withdraw funds before, or was this your first withdrawal request?
- Were you asked to provide any verification documents before or after the withdrawal request? If so, what documents did they request, and did you submit them?
- Have you contacted the casino through any other channels (such as email) besides live chat? If so, what responses did you receive?
- Do you still have access to your account, or has it been completely restricted?
Your cooperation in providing these details will help us investigate and work towards a resolution. If you have any relevant communication with the casino, such as emails or screenshots, please feel free to forward them to [email protected].
I hope we will be able to help you to resolve this issue as soon as possible.
Thank you in advance for your reply.
Best regards,
Petronela
Public
Public
3 months ago
Translation
Hello,
my first withdrawal attempt:
Transaction ID
2533378668
Date
2025-03-15
After 4 days the money was back in the account.
Second try :
Transaction ID
2542146541
Date
2025-03-19
I subsequently contacted them via chat and was angry because the money was back in my account and hadn't been paid out. My account was subsequently closed.
I've been in contact with the casino for days. They only tell lies or give pre-determined answers. It's always the same.
At no point was I asked for verification documents. After locking my account, they mentioned that the account was under review. I can no longer access my account.
You can also see the €400 payment in the screenshot. It was made via a site called Epictipz.com
Automatic translation:
Public
Public
3 months ago
Translation
Update:
After several emails and 100 chats, I was asked for my bank statement, my ID card and a selfie.
I had extreme security concerns, but I submitted the data...
I had contacted VISA/Klarna and threatened to do so in the chat. This was my last contact in the chat before I escalate the situation completely. After that, VISA should take care of it.
Automatic translation:
Public
Head of Complaint Resolution Center
Public
3 months ago
Hi Neo_23,
Thank you for the detailed update. I’m sorry to hear about the ongoing issues with your withdrawal and account closure.
- Just to clarify, it seems that you were asked to verify your payment method after your account was locked, is that correct? You mentioned providing your bank statement, ID card, and selfie—could you confirm if these were specifically requested in relation to the withdrawal or the account review?
- Additionally, could you please let us know what type of games you were playing before your account was blocked? This information may help us further understand the situation.
Thank you in advance for your reply.
Public
Public
3 months ago
Translation
Hello,
many thanks for your response.
I've also enclosed a PDF file of my most recent bank statement. That's correct.
- Bank statement (PDF)
- ID (front and rear)
- Selfie with ID
Everything that was required.
I only played low-stakes slots, without a bonus. I have several screenshots. I won on Sweet Bonanza.
I annoyed the casino in the chat for eight days!!! until they finally asked me for my documents. There was no mention of this before. I'm in the chat every day and I'm literally harassing the employees.
Tomorrow 14 days will have passed!!!
Automatic translation:
Public
Head of Complaint Resolution Center
Public
3 months ago
Thank you very much, Neo_23, for providing all the necessary information. I will now transfer your complaint to my colleague Martina ([email protected]) who will be at your assistance. However, I would like to warn you that it seems to be a common practice of SlotMonster Casino to ignore us in our attempts to mediate any kind of issue. Regardless of some unresolved complaints marked "No Reaction Policy" we keep on trying.
Please note that www.kpvfaw.com will never ask for any payments or request access to your accounts. If anyone claims to be www.kpvfaw.com personnel and asks for such actions, do not provide any information.
The only legitimate way we will contact you is through this official complaint platform or via email addresses provided in your complaint thread.
Stay cautious and contact us directly if you have any doubts.
Public
Casino Analyst & Complaint Specialist
Public
3 months ago
Dear Neo_23,
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 SlotMonster 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.
Public
Public
3 months ago
Translation
A miracle has happened...
I just received my payout. I can't believe it...
The 1320€ are in my account.
Automatic translation:
Public
Casino Analyst & Complaint Specialist
Public
3 months ago
Dear Neo_23,
That′s AMAZING news! I am so glad!!.
I'll go ahead and mark the complaint as 'resolved' in our system. I really appreciate your cooperation and also the confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/www.kpvfaw.com. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Martina Bennett
www.kpvfaw.com
