Slots Islands Casino - A retirada do jogador está atrasada.

I have spoke to casino most days and get the same reply that it's being checked and I will be contacted when it's done yet I've emailed them and get no reply

Dear Hells,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with withdrawing money from the casino.

To better understand your situation and further assist you, could you please provide clarity on the following questions:

• What method did you use for the withdrawal?
• Have you received any confirmation or reference number regarding your withdrawal?
• Can you provide the exact date you submitted your withdrawal request?
• Have you been provided with any specific timelines by the casino?

Your cooperation in providing these details will help us investigate and work towards a resolution.

If you have any relevant communication or documentation related to your issue, please feel free to forward it to petronela.k@casino.guru.

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

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru 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.

Hi I have emailed you

Hi,

Thank you for your reply and for providing the additional information — we appreciate your cooperation.

I understand how frustrating it must be to receive the same vague responses repeatedly without any clear resolution.

To help us better understand your case and communicate the key points clearly if needed, could you please clarify the following:

1. Were the winnings you’re trying to withdraw accumulated with or without an active bonus?
2. Has your account been fully verified by the casino, including identity and payment method verification?

Thank you again for your cooperation.

Hi with a bonus but I did wager it . I had to send my drivers license and a selfie thats all that's been asked for thanks

Thank you for the clarification.

Could you please let us know what kind of bonus it was? For example:

• Was it a deposit bonus, a no-deposit bonus, or a free spins offer?
• Were there any specific terms or maximum withdrawal limits attached to it that you remember?

Understanding the type of bonus and its conditions will help us assess whether the casino’s actions were justified.

Looking forward to your reply.

Hi it was a deposit bonus I don't think there was a maximum withdrawal limit but I could be wrong. I did go on there online chat this morning and I was told can take up to 21 days and that doesn't include weekends so that would take me up to Thursday

Hello,

As the expected payout date has now passed, I just wanted to check in — have you received your withdrawal or heard anything new from the casino since your last update?

Let us know if there’s been any progress or if the delay is ongoing so we can decide how best to proceed.

I went online chat yesterday and got the same answer I've been getting all along that they are working on it

Just spoke again same response again

Thank you very much, Hells, for providing all the necessary information. I will now transfer your complaint to my colleague, Martina (martina.b@casino.guru), who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Dear Hells,

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 now contact Slots Islands Casino outside this complaint thread and let you know any new information once I receive it.

Thank you for being patient

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 Hells,

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. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

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 could 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.

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Martina Bennett