Slots Magic Casino - Igrač tvrdi da mu je isplata odložena.

I have been playing with them since some time. They used to have a E wire (Interac withdrawal ) window opened and all my withdrawals were done through that. Since two weeks that window disappeared and there was only visa withdrawal opened from where we cannot get our withdrawals. After few attempts and writing to them about this, last week they opened a Wire Transfer window and asked for bank statements which i sent. They received it and verified it and told me to withdraw from the Wire Transfer window. I did that and each time within a few hours they put back the money saying method failed . I am not able to chat as there is no Live chat available and nobody is bothering to reply to as what the real problem is

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

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 Manilade,

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

Dear Manilade,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Thank you Karla, no the problem is yet not resolved. I got a couple of emails from them after registering a complaint with you. Yesterday I once again withdrew on the Wire Bank window and yet i got refused within an hour from them saying i cannot withdraw by the Credit Card window (strange). As mentioned earlier my Bank ownership has been approved and i have been playing with them for a very long time without any problems.

I also got email from Ella saying she sees that a withdrawal has been made by me on the 15 th April via the Wire Bank window . Then I would like to know why they refused the same withdrawal stating they cannot pay via credit card window???

Buy the way my withdrawal of this morning also was declined. The automated reply says " you cannot withdraw thru credit card window ". I am only using the Wire Bank method

Dear Manilade, thank you for your response. 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 confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.

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.

Karla

Hi Karla,

Yes i have made many successful withdrawals before, have passed the KYC requirements, my winnings were without any active bonus, and i was playing on the casino games. I have been an active member since two years. I will send you the communications to your email address.

Thanks

Finally got a message from Slots Magic that my withdrawal now is a success and money is on the way. I will yet wait for it to arrive before celebrating.

Dear Manilade,

I hope you are doing well.

Thank you for the update. I understand that the casino has informed you that your withdrawal has been processed.

Could you please confirm whether you have already received your funds, or if you are still waiting for the payment to arrive?

Thank you in advance for your confirmation.

Karla

Sm still waiting for the payment to arrive . Once it does will surely inform you

Dear Manilade,

Thank you for the update.

Okay, I will be waiting for your confirmation once the payment arrives.

Karla

The issue is yet not resolved. The payment was returned back to my casino account on the 4th of May after 13 days. They said there was a technical issue. They told me to do the withdrawal again which i did the same evening. Slots Magic , Play Ojo and Spingenie all three are under the same management of Skill on the Net. I use the same bank details like the one i use on Play Ojo and it works all the time and i get my payments within three working days. I do not understand why Slots Magic Casino is doing this . It does not make sense at all.

Dear Manilade,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Samuel, (samuel.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Karla Mayfly

Dear Manilade,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from Slots Magic Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear Slots Magic Casino,

Please provide detailed information regarding the player’s issue. In particular, we need clarification on the reasons for the delay in processing the withdrawal.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

My money got returned back yesterday .When i got the funds returned back they sent me an email saying Withdrawal cancelled as i asked them for a withdrawal on my credit card (which is false). i had done the withdrawal on the Bank Wire window filling in all the details. I also got a mail to verify my bank details which i replied saying my bank details have already been verified in your system but i also sent them the latest statement on the same email. The money is now back in my casino account and i will do another withdrawal to check if they pass it now. For your information this withdrawal of mine started on the 7th of April. It has been returned back more than 9 times now with the same excuse that i am asking for a withdrawal on my credit card (which of course is not true). Slots Magic , Play Ojo and Spingenie are under the umbrella of Skill on the Net. I have been playing with all three of them since two years. And they all three have the same withdrawal system. Just last week I with drew with Play Ojo and my winnings came to my bank within three days. So they telling me that i have been using the wrong box to withdraw is completely false. In fact some 13 days back i had received a email saying that all is now settled and the money is on the way and exactly after 12 days the money was returned to my account. Let us hear what Slots Magic has to say now

Dear Manilade,

thank you for the update and for clearly describing the full situation from your side.

I have received additional information from an affiliate support channel outside of this thread, stating that the withdrawal has been manually processed and completed, and that the previous rejections were related to missing banking details (specifically the SWIFT code).

Could you please confirm on your side whether the funds have now been successfully received to your account? Once I have your confirmation, I will be able to proceed with the next step in this complaint.

I will wait for your reply.

Dear Samuel,

thanks for all the help. In fact just a few hours later of your intervention , i got a mail saying all is solved and that my withdrawal is being done manually, as i had not put in the Swift code. But the fact is that there is no place to put in the swift code ...it is blocked and even in other online casinos i never have to put in a swift code. Anyways the money is yet not there in my bank . Will inform you once it gets deposited.

Dear Manilade,

thank you for confirming the situation and for the clarification regarding the SWIFT code issue. I understand your point that the funds have not yet arrived in your bank account.

For now, please allow a little more time for the manual withdrawal to fully complete and for the bank processing to finalize the transfer. These payments can sometimes take a few business days before they appear in the account.

Please keep me updated once the funds are received. If there is any further delay or issue, let me know and I will look into it further.

Dear Samuel,

sure will let you know once the funds arrive. Thanks once again

Hello Manilade,

thank you for the update.

Perfect, I appreciate it. I’ll wait for your confirmation once the funds arrive, and hopefully everything will be completed without any further issues.

Dear Samuel,

i finally receive my funds in full this morning , after 5 weeks from my first attempted withdrawal.

I am totally at loss as to why they took so much time. I guess they want the client to get tired and frustrated , so that he can restart playing and finish off all his winnings. Anyways things started working out once you (Samuel) came to the picture , otherwise they were not even answering any emails of mine. You should put the safety level of this casino to a lower level . The public should not be fooled like this.

Thanks once again for all the help

Dear Manilade,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Samuel

Casino Guru