Slootz Casino - A retirada massiva do jogador foi atrasada.

Hello,

I have won 24000€ on Slootz.io.

2023-12-03 14:35 First payout 2000€, have not yet been received at all!

A few days later, there were further payouts, 22000€, which were never processed.. I am in contact with the support, but I am only put off that the money will arrive soon or the payouts will soon be processed and my transactions would have the highest priority. I submitted a complaint yesterday at info@curacaolicensing.com. On Slootz.io, I can no longer play Hacksawslots and many other providers! These games no longer open.

Hallo,

ich habe 24000€ bei Slootz.io gewonnen.

2023-12-03 14:35 Erste Auszahlung 2000€, bisher nie erhalten!

Paar Tage später folgen weitere Auszahlungen, 22000€, die nie bearbeitet wurden.. Ich stehe mit dem Support in Kontakt, aber man wird nur vertröstet dass das Geld bald ankommt oder die Auszahlungen bald bearbeitet werden und meine Transaktionen höchste Priorität hätten. Ich habe gestern eine Beschwerde bei info@curacaolicensing.com eingereicht. Auf Slootz.io kann ich mittlerweile keine Hacksawslots und viele andere Anbieter nicht mehr spielen! Diese Spielen öffnen nicht mehr.

Dear Asof15,

Thank you very much for submitting your complaint. Foremost, allow me to congratulate you on your great win.

Please understand that it is a common procedure for casinos to audit players’ accounts, particularly, after accumulating a substantial win. From our experience, it may take 14 days, but every casino is different and has its own procedure which needs to be followed. That’s why we advise players to be patient and fully cooperate with the casino.

• Could you please specify if you have withdrawn any winnings from this casino in the past or if this was your very first game session?
• Was your account successfully verified in the past?
• Have you redeemed any promotional offer when placing your last deposit?
• If there's any relevant communication please forward it to petronela.k@casino.guru.

Hopefully, we will be able to help you as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

I have been registered with Slootz.io since September 2023.

My account is already successfully verified.

I didn't use a deposit bonus.

This is my first withdrawal from Slootz.io. My chosen withdrawal option and the account is the same as for the deposits. I have played at Slootz.io several times over a longer period of time and have also deposited more frequently.

Ich bin seit September 2023 bei Slootz.io registriert.

Mein Konto ist bereits erfolgreich verifiziert.

Ich habe keinen Einzahlungsbonus verwendet.

Das ist meine erste Auszahlung bei Slootz.io. Meine gewählte Auszahlungs Variante und das Konto ist das selbe wie bei den Einzahlungen. Ich habe mehrfach über einen längeren Zeitraum bei Slootz.io gespielt und auch häufiger eingezahlt.

In total, as mentioned above, I'm waiting for €24,000.

All payouts are staggered in €2000 increments as Slootz.io has a weekly withdrawal limit of €2000.

Insgesamt warte ich, wie oben erwähnt, auf 24000€.

Alle Auszahlungen sind in 2000€ Schritten gestaffelt, da Slootz.io ein wöchentliches Auszahlungslimit von 2000€ hat.

Thank you very much, Asof15, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. However, I would like to warn you that it seems to be a common practice of Slootz Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy" we keep on trying.

OK. I would be happy to provide further information.

Okay. Ich stehe gerne für weitere Informationen zur Verfügung.

Hello there,

Thank you Asof15 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Slootz Casino for their help in resolving this complaint. We would like to know why is this withdrawal taking as long as it is and if we can do anything to help make it quicker.

Thank you!

My account is now banned after i contact them again with a email and said that nobody ever got a withdraw. I cant login or reset my password. I am still logedin with another device.

Slootz has now deleted the existing credit from my account!!

Slootz hat nun das vorhandene Guthaben aus meinem Account gelöscht!!

Now I have access to the account again. The password could be reset, but my account balance is still €0!

Nun habe ich wieder Zugriff auf den Account. Das Passwort konnte zurückgesetzt werden, dennoch ist meine Account Balance 0€!

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.

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. The casino supposedly operates under a Curacao licence but we're unable to verify which. If you'd like I can provide you with the contact to all 4 of them.

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,

Peter