Slotexo Casino - O jogador ainda não recebeu os seus prémios.

Hello, I withdrew the first €500 on July 2nd and then the next few days. Of the €3000, €1500 is currently being processed and €1500 is in my account. Every time I write, I just get a message telling me to be patient. Can you help?

Hallo, ich habe am 02.07 die ersten 500€ ausgezahlt und dann die nächsten an den folgenden Tagen. Von 3000€ sind nun 1500€ in Bearbeitung und 1500 auf dem Spielkonto. Jedes Mal wenn ich dahin schreiben kommen nur, dass ich Geduld haben soll.. Können Sie helfen ?

Dear player,

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, 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.

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

OK, then I'll get back to you in two days on July 16th.

Ok, dann melde ich mich am 16.07 in 2 Tagen nochmal.

Dear player,

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.

I wanted to get in touch again. I wrote to slotexo again in the last two days. All I got was a response telling me to be patient.

Ich wollte mich ja nochmal melden. Habe in den letzten 2 Tagen nochmal zu slotexo hingeschrieben. Habe wieder nur eine Antwort bekommen, dass ich Geduld haben soll..

Dear player, 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 dominika.l@casino.guru, 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.

Hello, I have received several successful payments in the last few months, all of them smaller withdrawals. I recently had €3,500 in my gaming account, of which they paid out €500 about three weeks ago. Since then, I've been waiting for something to happen with the remaining money. I haven't played with the bonus. I don't need to verify my account; it's specifically stated as a note. I'll send screenshots by email to the address provided. I've always deposited without a bonus and never used an active bonus. I've sent several emails to Slotexo asking what's happening with my withdrawal. They always just put me off and then tell me that the finance department is taking care of it and that they have no insight into it.

Hallo, ich habe schon mehrere erfolgreiche Zahlungen in den letzten Monaten erhalten, waren kleinere Auszahlungen. Zuletzt hatte ich 3500€ auf dem spielkonto, davon haben sie dann vor ca 3 Wochen 500€ ausgezahlt. Seit dem warte ich das irgendwas mit dem restlichen Geld passiert. Mit Bonus habe ich nicht gespielt. Verifizieren brauche ich mein Konto nicht, steht extra als Hinweis dabei. Screenshots schicke ich als Email an die angegebene Adresse. Ich habe immer ohne Bonus eingezahlt und nie einen aktiven Bonus genutzt. Ich habe mehrere Emails an Slotexo geschrieben, was mit meiner Auszahlung ist. Man wird immer nur vertröstet und dann wird geschrieben das die Finanzabteilung sich kümmert und die da keine Einsicht haben.

Did the screenshots arrive?

Sind die Screenshots angekommen?

Are you still there?

Sind Sie noch da?

Dear player, could you please confirm whether the three withdrawals are still pending, or if their status has changed in any way since your last update?

Also, have you already requested a withdrawal for the remaining balance, or is it still in your casino account?

Everything's still the same; nothing has changed. I've contacted support via live chat and email a few more times, but I always get the same responses and nothing happens.

Es ist noch alles genauso, es hat sich nichts geändert. Ich habe noch ein paar mal mit dem Live Chat geschrieben und per Email mit dem Support, aber immer die selben Antworten und es passiert nichts.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear player,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Dominika