I first attempted to withdraw in early March. I was told my account had to be verified first. I uploaded various documents and after numerous problems my account was finally verified and I made my withdrawal request on 19 March. The withdrawal was pending until 26 April when it was returned to my account balance. I contacted the casino via their live chat and was told that my withdrawal had been cancelled due to my not having completed the verification process properly even though I had been previously told my account was verified. I then emailed customer support and was told that I needed to start the withdrawal process again as I hadn’t completed verification properly. When I requested the original withdrawal the minimum withdrawal was ￡100 but when I attempted to start the process again the minimum withdrawal has changed to ￡200. Can you help resolve this please.

Hello Janis,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Do I understand correctly that this was your first withdrawal attempt? Has the casino requested any specific documents? If yes, could you please confirm that you have provided all the necessary documents?

Would you be so kind as to send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is [email protected].

I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

The above is the email dated 18 March confirming verification of my account.

Thank you for your reply, Janis. I’m very sorry but you haven’t answered all of my previous questions. Please check my first reply and try to assist. All requested information is essential if we wish to proceed with the case. Also, please note that I would like to know if the casino has now requested any specific or new documents when you have been informed that your account has not been properly verified. Thank you in advance.

Yes they requested the usual ID verification documents all of which I provided. I wasn’t able to even start the withdrawal process until I had done that and it was only after I provided the documents that I was able to start the withdrawal process. They are now asking me to provide all this again (see below)

As you will see I have asked if I could send these by email (even though they already have them) but I have had no response.

I see that the casino mentioned that you entered incorrect data during the verification process. Has the casino specified which information was not correct?

I did not enter any incorrect details and they haven’t informed me what they allege is incorrect. They’ve simply asked for resubmission of all documents.

Thank you very much Janis for your cooperation so far. I will now transfer your complaint to my colleague Viliam ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Janis,

I looked at your complaint and will do my best to help you. I would like to invite Mr Sloty Casino into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal?

We would like to ask the Mr Sloty 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’.

If they fail to respond and you close the case does that mean they don’t have to pay my money?

Dear Janis,

if you've rightfully won the money they must pay you the winnings but if they'll not respond there is no way how to force them to pay the money. This Casino doesn't even have a license.

If they'll not respond I can only close the complaint as unresolved and that will negatively influence their rating.

I apologize, but since we haven’t received any response from the casino regarding the issue, we can not continue resolving this complaint and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the Casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The Casino can ask to reopen this complaint anytime.