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I processed three withdrawals for $2500 in July 2023. It took repeated inquiries via chat & email to get two resolved in October, three months later. I am still waiting on the third pending withdrawal, now over four months pending. This casino seemed fine until their processes changed sometime during the summer of 2023. Now, in my humble opinion, this site has gone to shit. I'm out $2500 and cannot get any kind of reasonable explanation. And, they don't take phone calls any longer. Telling me it is being elevated but with nothing happening is frustrating to say the least. This "High Roller" is done with this site and I will use every opportunity to extract the $2500 owed to me, most likely due to business they will never see in the future.

Dear danielmsweet,

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. What is the current status of the third withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here.

Could you please confirm that you have passed the KYC verification? Have you accumulated 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

Dear danielmsweet,

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.

Hello Kristina. The following history information reflects the STILL pending $2500 payout requested 7/12/23:

Saturday, July 1, 2023 - Monday, November 27, 2023

5 Results

PreviousNext

ID

Amount

Method

Status

Date

205365230252455

-2500.00

TAG Cashier

Completed

2023-10-11 14:31:56

205365299344986

-2500.00

TAG Cashier

Completed

2023-10-05 14:28:19

205365290941028

-2500.00

TAG Cashier

Pending

2023-07-12 15:26:22

205365199638429

-1000.00

NGine

Completed

2023-07-07 12:04:49

205364673166904

-2500.00

NGine

Completed

2023-07-06 15:25:41

I verified the KYC requirements several years ago. This site offers bonus promotions but payouts are not possible until all play requirements are first satisfied, usually 40X the bonus. I had no problems here until this past summer when this site was merged with something called DuckyLuck or some such thing. I hope this answers your questions. Thanks in advance for your assistance.

Thank you very much for your reply, danielmsweet. Could you 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.

Thank you very much, danielmsweet, for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@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 danielmsweet,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a SlotsandCasino representative to join this conversation and participate in resolving this complaint.

Dear SlotsandCasino,

Could you please state why the player's withdrawal has not yet been paid out and when he can expect the payment?

Thank you in advance for providing the information.

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.

Hello Daniel and Stefan. We are definitely contacting the department in charge to see if we can get this issue sorted out as soon as possible. Once we have an answer, we will come back here and post it.

Dear Slotsand Casino,

Thank you for your response and the information provided.

Please keep us updated regarding the matter.

Dear Slotsand Casino,

Thank you for your response and the information provided.

Dear danielmsweet,

Did you manage to receive the funds?

I am looking forward to your response.

Hello Daniel,

Thank you for your message. I have reached the department in charge letting them know about your reply. We do need you to reply the email you received with a copy of the bank statements and the information you added here.

They will review the information you provided. We do expect for this matter to be resolved quickly, but we do also need you to send as much information as you can provide to us. We will wait for your reply to the email as well as we are expecting a reply from the department in charge.

Hello Daniel,

Did you manage to respond to the email from the casino and follow their instructions?

I am looking forward to your response.

The information previously provided reaffirms my original position. I have not been paid for the 7/12/23 payout request. My bank statement depicted below clearly show ONLY payments the casino paid on 10/5/23 & 10/11/23. Hopefully this will be resolved ASAP

"Bank statement attached as requested."

Bank Statement (9-20 to 10-19-23).pdf

206.71 KB

Dear SlotsandCasino,

Could you have a look at the provided bank statement?

Please, keep us updated regarding the matter.

Hello Daniel,

You need to reply to the email with this information please. We noticed you still have not sent the information to the department in charge and it is a must that you do so. I have also contacted the department in charge with the information, but your contact directly to them is necessary. Let us know when you sent it please.

I do not understand exactly who you are asking me to contact and exactly what other information you are requesting that has already not been provided. Please clarify.

Hello Daniel,

You need to reply the email that was sent to you by William that you posted in here. Please send all proof there. Again, I have already contacted them and informed them that your case is still active and that you mentioned that you have still not received that payment. Just in case, our support email is support@slotsandcasino.ag.

Emailed separately.

Dear SlotsandCasino,

Could you give us a statement if anything else is needed from the player?

Hello Stefan and Daniel. For the moment the department in charge has not informed me of needing any more information. I will go ahead and request more information and come back.

Dear SlotsandCasino,

Thank you for your response and the information provided.

I'll be awaiting your response.

Hello danielmsweet,

Could you confirm if you were able to request a new withdrawal?

I'll be awaiting your reply.

My request for this withdrawal was rejected. I responded back to the casino yesterday, and you were copied on my email. Apparently, they are requiring 7 days between withdrawals. I submitted a separate request on 1/16/24 so the wait continues. Almost to a successful conclusion.

Hello danielmsweet,

How much money have you managed to withdraw so far? What is the remaining amount to withdraw?

I'll be awaiting your reply.

I have one withdrawal for $2500 in pending status since 1/16/24. This does not include the payout of this original complaint from July 2023 now pending for over 6 months. I have an additional $9,023.44 currently in my account which as of this morning is still being REJECTED for withdrawal due to the casino's time delay. This is a total of $11,523.44 still owed to me. Although I have requested an adjustment to these limitations, I have not heard anything back from the casino. At this rate it will take another month to be fully paid assuming I discontinue any further play. These limitations were adjusted for me prior to their policy changes last summer. I wonder how large payouts are now being made. Since I'm categorized as a VIP on this site, my expectations are higher.

Dear SlotsandCasino,

Could you comment on the matter? When will be the player's withdrawal processed?

I'll be awaiting your reply.

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 can now consider this matter resolved. I have received all payments due. Thank you.

Hello Daniel. It is great to hear that all payments due have been received. We apologize for the delays and the issues we had with your payments. We value you as a player and will always try to help you.

Dear danielmsweet,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Stefan, Casino.Guru