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Complaint against: Mr Sloty Casino 

Operator: MRSL N.V.

I am submitting a complaint regarding unpaid and missing funds on my Mr Sloty account. Despite multiple attempts to resolve the issue with customer support, the matter remains unresolved.

The casino currently owes me a total of £9,768. The issue involves cancelled withdrawals that were never returned to my casino wallet and a withdrawal request that has not been processed.

Details of the issue:

• £4,342 – Withdrawal cancelled on 23 October. The funds were never returned to my casino wallet. 

• £3,455 – Withdrawal cancelled on 24 October. The funds were never returned to my casino wallet. 

• £1,971 – Withdrawal requested on 22 January which has not been processed or paid.

I have contacted the casino support team several times but have not received any satisfactory explanation or resolution. My funds have neither been paid out nor returned to my account balance.

I believe the operator is withholding legitimate player funds and failing to properly process withdrawals or restore cancelled withdrawal amounts.

I am requesting assistance from Casino Guru to investigate this case and help resolve the dispute so that my outstanding balance of £9,768 is either returned to my account wallet or paid out in full.

I can provide screenshots of my withdrawal history, account balance, and all communication with the casino as evidence.

Thank you for your assistance.

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Dear balifflucas,

Thank you very much for submitting your complaint. I’m truly sorry to hear about the difficulties you’re facing with your withdrawal, and I completely understand how concerning this situation must be for you.

Unfortunately, we have received numerous complaints regarding delayed withdrawals from this particular gambling establishment. Despite our repeated attempts to engage with the casino and seek resolutions for affected players, they have chosen to adopt a No-Reaction Policy, meaning they do not respond to our mediation efforts.

I can only imagine how frustrating it must be to wait for your winnings without any clear updates. I sincerely hope that the casino will process your payment soon. In the meantime, could you please forward your conversations with customer support to veronika.f@casino.guru? This will help us document your case more thoroughly.

Thank you for your cooperation. I appreciate your patience and will do my best to assist you.

Best regards,

Veronika

Dear balifflucas,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Veronika
Casino.Guru

We’ve reopened this complaint at the request of balifflucas. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion; however, we have come to a point where we are not able to move forward with this complaint. Generally, we would now try to get in touch with the casino and ask for their explanation; however, this one has 190+ cases closed as "No Reaction Policy," which clearly shows the casino is not interested in cooperating with us.

Sadly, we are forced to close your complaint as "unresolved." This will affect the overall rating of the casino. I understand this isn't a satisfactory solution to your issue but the decrease in rating caused by unresolved complaints could change the casino's approach.

Regrettably, we have no other choice since it seems to be a common practice of Mr Sloty Casino to ignore us completely in our attempts to mediate any kind of issue. Please check all our failed attempts to negotiate.

We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts to resolve any kind of issue have died as the complaints grew in number. We strictly recommend staying away from Mr Sloty Casino.

Since this casino operates without an official license, I am not able to recommend any further steps. I wish I could be of more help.

The casino can reopen this complaint anytime.