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Dear Casino Guru Team,

I'm contacting you today because I'm having serious problems with the online casino Slotshammer. My withdrawal hasn't been processed for some time, even though all necessary verifications have been completed.

The process was as follows:

I requested a withdrawal, which was canceled twice by the casino.

Each time I was given a different reason why the payout could not be processed.

After I clarified all "open points" and resubmitted documents, for days now all I’ve been told is: "The payment will be processed soon" or "It will take a while" – without a specific date or progress.

The answers from support seem automated, as if generated by an AI – they do not address my questions or situation at all.

I feel like I'm being kept waiting, and I don't see any willingness from the casino to actually release the withdrawal. Therefore, I'm asking for your assistance in this case.

Sehr geehrtes Casino Guru Team,

ich wende mich heute an Sie, weil ich große Schwierigkeiten mit dem Online-Casino slotshammer habe. Meine Auszahlung wird seit geraumer Zeit nicht bearbeitet, obwohl alle notwendigen Verifizierungen abgeschlossen wurden.

Der Ablauf war folgendermaßen:

Ich habe eine Auszahlung beantragt, welche zweimal vom Casino storniert wurde.

Jedes Mal wurde mir ein anderer Grund genannt, warum die Auszahlung angeblich nicht bearbeitet werden konnte.

Nachdem ich alle "offenen Punkte" geklärt und Dokumente erneut eingereicht habe, heißt es jetzt seit Tagen nur noch: "Die Auszahlung wird bald bearbeitet" oder "Es dauert noch etwas" – ohne konkretes Datum oder Fortschritt.

Die Antworten vom Support wirken automatisiert, wie von einer KI generiert – sie gehen überhaupt nicht auf meine Fragen oder Situation ein.

Ich habe das Gefühl, hingehalten zu werden, und sehe keine Bereitschaft vom Casino, die Auszahlung tatsächlich freizugeben. Daher bitte ich Sie um Unterstützung in diesem Fall. 

Hello,

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 advise if you currently have any pending withdrawals?
• 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

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

It was different at this casino too.

no information nothing and if you write something they kick you out of the chat and my connection error

it is really tedious and the last time

I got 300 when I flushed it, but I can only withdraw it in 1000 steps.

That means I've been waiting a month for my money or something😞

Ka auch bei diesen casino war es vorher anders .

keine auskunft nix und wenn was schreibst hauen sie dich raus aus dem chat und meinen verbindungsfehler

es ist echt mühsam und a des letzte mal

das i da gespuelt habe ja 300 bekomme ich aber kann nur in 1000 schritten abheben .

des heist i wart a monat auf mein geld oder wie😞

Thank you for your reply. I’m very sorry, but you haven’t answered any of my previous questions. Please check my first reply and try to assist. All requested information is essential if we wish to proceed with the case. Thank you in advance.

Dear Conny42,

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,
Kristina
Casino.Guru