Slots Islands Casino - O levantamento dos prémios dos jogadores está atrasado.

I read about this problem with another user. I requested a withdrawal several times, but once I clicked the link to complete the transaction, the money was returned to my account, and I had to request the withdrawal again. How can I fix this?

Ho letto di questo problema anche ad un altro utente. Ho richiesto varie volte il prelievo ma una volta che cliccavo nel link per completare l’operazione mi restituiva la somma nel conto gioco e dovevo richiedere nuovamente il prelievo . Come posso risolvere?

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

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and does, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

My first withdrawal was requested on July 27, 2025. I'm attaching a photo.

il mio primo prelievo è stato richiesto giorno 27/07/2025. Allego foto.

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.

They cancelled my payment and told me to request the withdrawal again but with a different type of card. So far, they haven't even processed my payment.

request. I also changed the withdrawal amount by making a lower request.

Mi hanno cancellato il pagamento dicendomi di richiedere nuovamente il prelievo ma con un tipo di carta differente. Fino a questo momento non hanno nemmeno preso in carico la mia

richiesta. Ho pure cambiato la somma del prelievo facendo una richiesta più bassa.

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 let us know how much you are currently trying to withdraw, and whether there is any pending withdrawal visible in your casino account at the moment?

Could you please share your communication with the casino regarding the withdrawal? 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.

Dear player,

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.

Yes, I have already withdrawn €150 once.

At the moment, after several attempts, I'm trying to withdraw €200. Below are the various screenshots you requested.

Sì ho già prelevato una volta la somma di 150€

al momento dopo svariati tentativi sto provando a prelevare 200€. Qui sotto i vari screenshot che chiedevi.

Dear player, what is the total amount you are currently trying to withdraw?

Do you currently have any pending withdrawals in your casino account?

Have you received any recent updates from the casino regarding your withdrawal attempts?

€200

no update regarding the withdrawal.

200€

nessun aggiornamento in merito al prelievo.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Romi (romana.r@casino.guru) 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.

Hello,

My name is Romi, and I will be assisting you with your case. I would like to request the presence of a representative from the casino in this conversation.

Dear Slots Islands Casino,

Could you possibly provide additional information regarding the withdrawal and clarify the situation?

Thank you in advance.

Respectfully,

Romi

The person I've always spoken to is John, a nice person but I've been trying to withdraw money for 2 months and it's not working at all.

La persona con cui ho sempre parlato io è John, persona gentile però sono 2 mesi che provo a prelevare e non si riesce in nessun modo.

New email today, but the link doesn't take me anywhere. They told me to check my spam folder for an email from them, but there's no email. They don't want to give me my money. I absolutely do not recommend this site.

Oggi nuova mail, peccato che il link mi porta da nessuna parte. Mi dicono di guardare una mail ricevuta da loro negli spam ma non c’è nessuna mail. Non vogliono darmi i miei soldi. Sconsiglio assolutamente questo sito.

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.

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

Dear GerryCT,

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,

Romi