Slotexo Casino - Povlačenje igrača je odloženo.

Good morning, I would like to file a complaint about the online casino Slotexo1.com. They allowed me to win, but since December 13, 2024, they have not processed my withdrawal. I'm still waiting for my funds, and every time I'm told that the request is being processed. In my opinion, they've had enough time to make the transfer. Please help me if possible.

Buongiorno, vorrei fare un reclamo sul casino online Slotexo1.com che mi hanno fato vincere ma non fanno prelevare dal 13 dicembre 2024. Quindi sto ancora aspettando le mie fondi, per cui ogni volta mi dicono che la richiesta è in elaborazione. Secondo me hanno avuto abbastanza tempo per farmi il bonifico.Aiutami per favore se e possibile

Dear Eugi228,

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 confirm that you have passed the KYC verification?
• 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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello Kristina, yes, in the past I managed to withdraw once. On the site it says that the account is verified and no documents are needed. The winnings were without a bonus (with real money).

Buongiorno Kristina, sì, nel passato una volta sono riuscito a fare il prelievo. Sul sito mi dice che l’account è verificato e non serve nessun documento. La vincita era senza bonus (con soldi reali).

good morning, can someone answer me?

buongiorno a me risponde qualcuno?

Thank you for your reply, Eugi228. Could you please advise when exactly you made the last successful withdrawal and how many days did it take to be processed? Which payment method to withdraw your winnings have you opted for? Was it the same one you used before?

ok. last request was 11/13/2024 it took 5 days to process, exact masstercard payment method was the same as i used before.

ok. ultima richiesta era 13.11.2024 è passato 5 giorni per elaborarla, metodo di pagamento masstercard esatto era lo stesso che usavo prima.

this is the last answer from them

questo e l’ultima risposta da loro

They confirmed my first request of 500 euros, I'm waiting for another two

mi hanno confermato prima richiesta di 500 euro aspetto un altri due

What should I do in this case?

cosa devo fare in questo caso?

Could you please advise us on the current status of your withdrawal request(s)? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

On December 13, 2024 I made the first request for 500 euros (the one that completed) then on December 14 I made another one and then on December 15 I made the third one too. From the 3 requested yesterday they confirmed only one. I hope that today they confirm another one for me.

all 13 dicembre 2024 l’ho fatto prima richiesta di 500 euro (quella che ha completata) poi 14 dicembre l’ho fatto un altra e poi 15 dicembre l’ho fatto anche terza. dai 3 richiesti ieri mi hanno confermato solo una. spero che oggi mi fanno confermare un altra.

good morning problem is solved they confirmed all three requested even after almost a month, I'm happy that the casino is reliable even if there are problems with payment on time thanks for collaboration and have a good day. how can I close the complaint?

buongiorno problema è risolta mi hanno confermato tutti tre richiesti anche dopo quasi un mese, sono contento che il casinò fidabile anche se c’è hanno problemi con pagamento in tempo grazie per collaborazione e buona giornata. come posso chiudere reclamo?

Dear Eugi228,

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, 

Kristina

Casino.Guru