SlotsPalace Casino - Os ganhos dos jogadores estão atrasados.

On July 1, 2024, I won this money, but I still haven't received it.

in data 1 luglio 2024 ho vinto questi soldi, ma non li ho ancora ricevuti

Dear mrosarianole,

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. 

• 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?

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

this is the first withdrawal

I passed the kyc

I don't remember exactly about the bonus, but I think so.

questo è il primo prelievo

Ho superato il kyc

non ricordo bene per quanto riguarda il bonus, ma credo di si

Thank you for your reply, mrosarianole. Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.

Also, have you tried contacting the casino regarding this issue? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

All right

Va bene

I sent an email with the attachments

ho mandato una mail con gli allegati

Thank you very much, mrosarianole, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@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 there,

Thank you mrosarianole for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask SlotsPalace Casino for their help in resolving this complaint. We would like to know what is the issue with the withdrawal and what can we do to help the player receive their winnings.

Thank you!

Thanks to you

Grazie a voi

Dear Maria,

Thank you for reaching out.

Please be informed that we sent you an email with a reference number via email today. You can provide the number to your bank and let us know of their response in case the transaction does not get found.

Best regards,

Slotspalace.com

Thank you for the update SlotsPalace Casino representative.

Dear mrosarianole, please let us know about any new developments. Thank you in advance!

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.

It's all okay

Money arrived

È tutto a posto

Soldi arrivati

Dear mrosarianole,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Peter