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I won 2941 euros with the casino.

After many emails withiut reply the casino eventually contacted me to say I have had my details validated and I would immediately receive 2000 euros with 941 euros to follow this.

This was over 2 weeks ago and despite several emails to the casino they are now completely ignoring me and I am yet to see the money.

Dear jakewoods7, 

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?

Do I understand correctly 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, 

Veronika

Hi Veronica

This was my first withdrawl

Correct I passed the verification on 15th May and was told via email this was all passed.

I never had any bonuses so all of this was with my own money

Thank you very much for your help

Jake

Thank you very much, jakewoods7, for providing all the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear jakewoods7, 

My name is Katarina, and I will be assisting you in solving this case.

I will now contact ZeSlots Casino outside this complaint thread and let you know any new information once I receive it.

That's great thanks for your help.

I got absolutely no response except they keep texting me offering free spins

Dear jakewoods7, 

I was contacted by the casino representative and he said your account balance is currently 0. Can you please doublecheck your player's account?

Hi

My account balance is 0 because they said they had paid me out the 2941 euros but in 2 installments and the second installment for 941 was never received so they have nulled my balance but not paid out the money

I have a screenshot of the money they said should be withdrawn and also an email from them explaining I was to receive the outstanding balance within 2 weeks which has now passed.

I can share with you if needed

Thanks

Hi katarina

I have sent the details via email

Thanks

Thank you jakewoods7, 

I have received your email. I am now in touch with a casino representative and I will update you on any new information once I receive it.

Great, thanks again for your help

Dear jakewoods7, 

in order to prove to casino you have not received your payment, you will have to provide a bank statement, dated from the day of a withdrawal request to today's date. Please send it to my email katarina.d@casino.guru.

Looking forward to your reply.

Thanks katerina

Just sent

Dear jakewoods7, 

thank you for the fast response. I have received your email. I am now actively communicating your case with a casino representative. I will keep you posted.

Great thanks Katarina

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.

Dear jakewoods7, 

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’. Casino representative did not provide reply to my last messages and there is no indication they are planning to do so.

Normally, in order to reach any kind of agreement, all three parties (player, casino, and mediator) need to communicate closely. Unfortunately, this is not the case and we were left alone in our attempt to solve this issue.

I am very sorry I couldn't be of more help, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review. 

As you might know, ZeSlots Casino received a ‘2.8very bad reputation’ from us, which means we would not recommend players to choose this casino. I strongly recommend only choosing casinos that have received at least a ‘Very good reputation’. You can check the list of the casinos we recommend on our website. I hope you will never come across a problem like this again.

The casino can reopen this complaint anytime.