Casino is refusing to pay me my winnings of 3469.35€. First they let me withdraw 1900€ but after paying this money they asked for proof of funds. I sent them the proof of funds over a month ago but it still has not been approved. The casino has confirmed that they have received the document. Every time I ask the customer support when they will confirm or look at the document they are saying that they cannot give a timeframe. I have contacted them about this once a week. Their site says confirming documents take approximately 3 days.

Dear slotrider,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Do I understand correctly that verifying your income seems to be the only issue?
• Have you provided any other documents to verify your identity and have they all been approved?
• Did you accumulate your winnings with or without an active bonus?

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.

Best regards,

Kristina

Yes, the proof of funds is the only issue. The casino is not checking the document and says they can't tell when it will be checked. Has been over a month and still not checked. I have sent proof of indentity (passport, bank statements...) and these were checked and approved within a day. I used deposit bonuses, which gave me wager-free free spins. The deposit had a 1x wager requirement which has been fulfilled.

Thank you very much for your reply, slotrider. 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.

Dear slotrider,

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.

i got requested more information by slotcloud after the complaint, ill send the documents and be back to you when they answer me.

Thank you very much, slotrider, for your cooperation. I will now transfer your complaint to my colleague Katarina ([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.

Dear slotrider,

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in.

I will now contact Slot Cloud Casino outside this complaint thread and let you know any new information once I receive it.

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.

Dear slotrider,

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. 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 might 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. In the meantime, I recommend you contact the Estonian Tax & Customs Board ([email protected]) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own ([email protected]). I am sorry I could not be of more help on this occasion.

Best regards,

Katarina Duboak