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I played the initial bonus and won but required to make an initial purchase before I was able to withdraw of at least $25. I made that purchase through the bonus and begin to withdraw. It’s been over six weeks since this time and I’ve heard nothing back. I haven’t been able to get to them through email. I have not been able to get through them on their platform when it does say that they’re online the support they don’t respond. Absolutely nothing is on their website as far as handling escalations I also attempted to take out the rest of what I had in there which was the total sum of $543. I’ve taken screenshots that they have on the pending withdraw section that shows when I tried to withdraw screenshots of their support screen.

Dear Friedeggz,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you are experiencing with your withdrawal from the online casino.

To better understand your situation and assist you effectively, could you please provide more details on the following points:

• Could you confirm the exact date when you made the initial deposit of $25 required to withdraw your winnings?
• Have you received any official communication or notifications from the casino regarding the status of your withdrawal request?
• When you attempted to contact the casino's support, did you receive any automated responses or case numbers acknowledging your query?
• Can you provide the screenshots of the pending withdrawal section and the support screen you mentioned?

Additionally, if you have any relevant communication with the casino, please forward it to petronela.k@casino.guru.

Meanwhile, I have checked the general terms and conditions and this is what I found (here):

Promotional Terms and Conditions

Winnings from free money and free credit promotions will be transferred to your real money balance only once the 50 X wagering requirement has been met and are withdrawable, capped to a maximum amount of R100. To qualify for withdrawal of the Free money/free credit winnings, a minimum deposit of R100 must be made and subsequently played through at 50 x turnover. R100 is the maximum payout for free money/credits issued.

It means that if your winnings come solely from a free bonus, there will be a maximum cashout limit when you request a withdrawal.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Dear Friedeggz,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello so let me explain maybe it’s been so long that I’ve forgotten most of the issue but as I recall I completed the playthrough requirement of 60x the bonus amount was 50 that required me to play through 3000 which I completed and was only allowed to cash out 100 I met all requirements then I go to cash out and saw that I needed to deposit at least 25 to cash out the 100 but I did attempt to redeem what was in the account at the time which after the Bobus was 144 when I attempted to redeem it reset my balance at 100 which prior stated was all I was allowed from that promotion as a max cash out so with my new balance at 100 I deposited 25 as required I did not apply any other bonus I did not claim any other promotion and there was no further requirements on my balance which was 125 I then commenced to play my balance expected 500 I decided that that was a good time to take some off the top I chose 250 o my because that was the max allowed when I clicked the withdraw button and since then I’ve attempted to contact the platform via email, live support option, and here through this complaint avenue the casino themselves have never reached out to me nor have they responded to any of my attempts at communication so if there were requirements to be met it’s hard to know if one is not guided or if I have to take time out of my day to read through policy I should be able to communicate with customer support who can point me in that direction I mean come on if I feel that I met the requirements but in fact have not and I’ve gone this far you don’t think it’s fair to receive some advice from the purveyor at least to move along the process so tell me what I need to do so I can go do it and be done because this place obviously stole money from me by way of scamming and until they contact me and communicate and have a damn good reason why they haven’t this far any rational human being can see this place is stealing from folks just trying to have a good time from the comfort of their home but get this even my home now isn’t a safe place to gamble if I have to worry about thieves

in both these communications I replied to their email they had sent me it’s from their customer support email they have posted on their support page so rather then compose new email both times I just responded to their most recent communication with me and to remark since these communications I haven’t received any promotional email or response from them where prior almost daily they emailed me bonuses and promotions

Hi Friedeggz,

If you accumulated your winnings from a free bonus, made a real money deposit after completing the wagering, and your winnings were capped at that time, you would naturally expect to be playing with your own money. If the casino decides to cap your winnings again later on, that is unfair and should not happen. To help us confirm this, could you forward your game history in one comprehensive file for our review? I understand that your account is now blocked, but perhaps you saved your game history before that happened?

Thank you.

I can no longer access that website. They have blocked the account and are no longer responding nor have they ever responded to any of my attempts to establish communication but what I can’t tell you is that I joined. I played the bonus. I met all the requirements and I had their hundred dollars, no extra money no nothing in my account. I did made my deposit as requested. Did not add another bonus commence to playing what I had deposited along with what I had already won, which had already been docked anything extra other than cash out win all the way up to 600 or 500 amount , only to cash out and never hear from them never receive any assistance. Next step there were no more requirements to meet after initial bonus was played through requirements were met. Max rule was met $25 deposit was in my account completion of the requirements was 100% mine no play through required. No maxim required belong to me , so I played it until I left. They communicated next step or what I should do from here on out at all the conditions bonuses or whatever they would’ve been the ones to tell me that they have not said a word.

Thank you very much, Friedeggz, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@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.  

Ok just let me know what else I can provide thanks for all your help

Hello Friedeggz,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Slotified Casino representative to join this conversation and participate in resolving this complaint.

Dear Slotified Casino,

Could you state why the player's withdrawal has not yet been paid out and when he can expect the payment?

Thank you in advance for providing the information.

👍

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.

Ok I guess I’ll continue to wait

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,

Stefan, Casino.Guru