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On 03/10/2023, I made a withdrawal of €300 via sepa to my bank!!!

After a week, I contacted customer service and they assured me that the money would be deposited into my account on the 9th or 10th of October!!

The status of my request has been in process for more than 12 days and it's impossible to communicate with customer support as no one is responding either via email or live customer support!!!!

I should also mention that on this particular platform, I have made large deposits but never a withdrawal!!!

Also, I should note that I have not been asked to submit any KYC document!!

Please see the attached documents!!!

I would appreciate your assistance on this matter!!

Στις 03/10/2023 έκανα ανάληψη 300 ευρώ μέσω sepa στην τράπεζα μου !!!

μετα το πέρας μιας εβδομάδας επικοινώνησα με την εξυπηρέτηση πελατών και με διαβεβαιώσαν πως τα χρήματα θα κατατεθούν στον λογαριασμό μου στις 09 με 10 Οκτωβρίου !!

Η κατάσταση του αιτήματος μου είναι σε επεξεργασία πάνω απο 12 μέρες και η επικοινωνία μου με την υποστήριξη πελατών δεν είναι εφικτή καθώς δεν απαντάει κανείς είτε μέσω email είτε στην ζωντανή υποστήριξη πελατών !!!!

Επισης να προσθέσω προς στην συγκεκριμένη πλατφόρμα έχω κάνει μεγάλες καταθέσεις αλλά ποτέ ανάληψη !!!

Επισης να πω πως δεν μου έχει ζητηθεί να στείλω κανένα έγγραφο KYC!!

Δειτε τα επισυναπτόμενα !!!

Παρακαλω θα εκτιμούσα την βοηθεια σας στο θέμα!!

Dear kwstasdiama,

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. Could you please post a screenshot of your withdrawal history here? Have you accumulated your winnings with or without an active bonus?

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.

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

This is my first attempt to withdraw and the money was deposited by me, it is not from a bonus!!!!

I am attaching my relevant conversations with the casino !!!!

Αυτή είναι η πρώτη μου απόπειρα να κάνω ανάληψη και τα χρήματα τα κατέθεσα εγω δεν είναι από μπόνους !!!!

Σας επισυνάπτω σχετικές συνομιλίες μου με το καζίνο !!!!

Thank you very much, kwstasdiama, for your cooperation. I will now transfer your complaint to my colleague Tomas (tomas.k@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.  

Hello kwstasdiama,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Slothub Casino to join the conversation and participate in the resolution of this complaint.

Dear Slothub Casino,

Can you please provide an update on the payment status?

Thank you.

Kind regards,

Tomas

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 kwstasdiama,

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,

Tomas