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I requested a withdrawal of €1132 on 24slots.com on January 1st. The withdrawal has been pending since then.

I have already completed KYC verification and successfully made two withdrawals in December (€820 and €1300). The current amount does not exceed any AML or KYC thresholds that require additional verification.

I contacted customer support several times. Initially, I received only automated responses. In a more recent response, a representative stated that the delay was "likely" caused by an automated system action, but also confirmed that:

– there are no KYC steps or pending verifications on the account

– no missing or expired documents were identified

– it is not possible to provide any timeframe for processing the withdrawal

Despite this, the withdrawal remains blocked without a clear explanation or resolution date.

I kindly request assistance in obtaining clarifications and unblocking the withdrawal.

Ho richiesto un prelievo di €1132 su 24slots.com in data 1° gennaio. Da allora il prelievo risulta ancora in stato "pending".

Ho già completato la verifica KYC e in precedenza ho effettuato con successo due prelievi nel mese di dicembre (€820 e €1300). L’importo attuale non supera alcuna soglia AML o KYC che richieda verifiche aggiuntive.

Ho contattato più volte il supporto clienti. Inizialmente ho ricevuto solo risposte automatiche. In una risposta più recente, un operatore ha dichiarato che il ritardo è "probabilmente" causato da un’azione automatica del sistema, ma ha anche confermato che:

– non risultano passaggi KYC o verifiche pendenti sull’account

– non è stato identificato alcun documento mancante o scaduto

– non è possibile fornire alcuna tempistica per l’elaborazione del prelievo

Nonostante ciò, il prelievo rimane bloccato senza una spiegazione chiara né una data di risoluzione.

Chiedo gentilmente assistenza per ottenere chiarimenti e lo sblocco del prelievo.

Important notice:

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We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Robledo801,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Robledo801,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Attila