The player from Germany has submitted a withdrawal request less than two weeks prior to contacting us. Winnings haven’t been obtained up to this day. We tried to contact the casino, but it didn't react to our messages therefore the complaint was closed as unresolved.
Igrač iz Nemačke je podneo zahtev za povlačenje manje od dve nedelje pre nego što nas je kontaktirao. Dobici do danas nisu dobijeni. Pokušali smo da kontaktiramo kazino, ali on nije reagovao na naše poruke pa je žalba zatvorena kao nerešena.
Pozdrav svima,
Podneo sam povlačenje u Slootz-u 26.10.2023. Deponovao sam 40 evra i dobio 38 evra. Sa Bitcoin. Igrao sam sa bonusom i uspešno ga opkladio. Još uvek čekam svoje povlačenje. Kad god pitam tim za podršku, oni samo kažu da imaju kašnjenje i da rade na tome. Molim vas pomozite mi da dobijem svoj dobitak.
U prilogu je moj depozit, moje povlačenje i verifikacija mog računa.
Srdačan pozdrav,
Gloritori
Hello everyone,
I submitted a withdrawal at Slootz on 26.10.2023. I deposited €40 and received €38. With Bitcoin. I played with a bonus and successfully wagered it. I'm still waiting for my withdrawal. Whenever I ask the support team, they just say they are having a delay and are working on it. Please help me to get my winnings.
Attached is my deposit, my withdrawal and my account verification.
Best regards,
Glorystory
Hallo zusammen,
Ich habe bei Slootz eine Auszahlung am 26.10.2023 eingereicht. Ich habe 40€ eingezahlt und 38€ erhalten. Mit Bitcoin. Ich habe mit einem Bonus gespielt und ihn erfolgreich umgesetzt. Ich warte immer noch auf meine Auszahlung. Wenn ich den Support Frage, heißt es immer nur, dass Sie eine Verzögerung haben und daran arbeiten. Bitte helfen Sie mir mein Gewinn zu erhalten.
Im Anhang ist meine Einzahlung meine Auszahlung und meine Verifizierung des Accounts.
Liebe Grüße
Glorystory
Dear glorystory,
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 glorystory,
Have you received your withdrawal from the casino yet?
Zdravo,
Ne, nisam primio isplatu.
Hello,
No, I have not received the payout.
Hallo,
Nein, ich habe die Auszahlung nicht erhalten.
Hvala na odgovoru, slava. Da li ste ranije izvršili uspešna povlačenja? Da li ste pokušali da kontaktirate kazino u vezi sa odloženim plaćanjem? Možete li da prosledite svu relevantnu komunikaciju između vas i kazina na _KSKSKSKSKS_0@email.kkkkk ? Alternativno, možete ga objaviti ovde. Hvala unapred.
Thank you for your reply, glorystory. Have you made any successful withdrawals before? Have you tried contacting the casino regarding the delayed payment? 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.
Zdravo,
Da, uspešno sam povukao 21. avgusta 2023.
U prilogu vam šaljem istoriju ćaskanja kazina i sebe.
Hello,
Yes, I made a successful withdrawal on August 21, 2023.
Attached I am sending you the chat history of the casino and myself.
Hallo,
Ja ich habe am 21.08.23 eine erfolgreiche Auszahlung getätigt.
Im Anhang sende ich Ihnen den Chatverlauf von dem Casino und mir.
Hvala puno, slavo, na saradnji. Sada ću preneti vašu žalbu koleginici Nataliji ( _KSKSKSKSKS_0@email.kkkkk ) koja će vam biti na usluzi. Želim vam puno sreće i nadam se da će problem biti rešen na vaše zadovoljstvo u bliskoj budućnosti.
Thank you very much, glorystory, for your cooperation. I will now transfer your complaint to my colleague Natalia (natalia.b@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.
Zdravo slavo,
Pregledao sam vaš slučaj i žao mi je što ste naišli na takav problem sa povlačenjem sredstava. Daću sve od sebe da vam pomognem u vezi sa problemom tako što ću kontaktirati kazino i videćemo šta se može učiniti kada odgovore.
Dragi Slootz kazino, zamolio bih vas da se pridružite ovom razgovoru i podelite više informacija u vezi sa slučajem. Možete li navesti koji su razlozi kašnjenja? Da li ste već obradili zahtev igrača za povlačenje? Ako ne, kada mogu očekivati da će to biti urađeno?
Nadam se da možete pomoći u ovom pitanju. Ako imate bilo kakav dokaz, pošaljite ga na moju adresu e-pošte _KSKSKSKSKS_0@email.kkkkk .
Radujemo se Vašem odgovoru!
Srdačan pozdrav,
Natalija
Hi glorystory,
I've reviewed your case and am sorry that you came across such a problem with the withdrawal of your funds. I'll try my best to help you with the issue by contacting the casino and we'll see what can be done when they reply.
Dear Slootz Casino, I'd like to ask you to join this conversation and share more information regarding the case. Can you please specify what are the reasons for the delay? Have you already processed the player's withdrawal request? If not, when can they expect it to be done?
I hope that you can assist in this matter. If you have any supporting evidence, please send it to my email address natalia.b@casino.guru.
Looking forward to hearing from you!
Best regards,
Natalia
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.
Draga slavo,
Više puta sam pokušavao da kontaktiram kazino, ali nisam imao uspeha. Bojim se da se ne može mnogo postići bez saradnje sa njegove strane. Pošto kazino radi bez važeće licence i ne odnosi se ni na jednu ADR uslugu, nema ovlašćenja za igre na sreću kojoj se možete obratiti.
Označiću žalbu kao „nerešenu" u našem sistemu. Razumem da ovo nije zadovoljavajuće rešenje za vaš problem. Međutim, smanjenje rejtinga uzrokovano nerešenim žalbama moglo bi pomoći da se promeni pristup kazina. Ako kazino odluči da reaguje, ponovo ćemo otvoriti žalbu i bićete obavešteni putem e-pošte.
Mogu samo da vam preporučim da birate kazina prema njihovim recenzijama i ocenama u budućnosti kako biste izbegli ovakve situacije. Žao mi je što ovom prilikom nismo mogli biti od veće pomoći.
Srdačan pozdrav,
Natalija
Dear glorystory,
I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.
I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.
I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.
Best regards,
Natalia
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Proverite svoj "Spam" ili "Promotions" folder ili kliknite na dugme ispod.
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