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Account with completed KYC. I have been trying to recover my funds since the end of June. The first withdrawal request was made on June 21, 2023 (bank transfer), which was processed and cancelled by the casino after 22 days.

Attempted a second withdrawal on July 15, but there has been no response since then.

Utenza con KYC completata. Sto provando a recuperare i miei fondi da fine giugno. La prima volta la richiesta è stata effettuata il 21 Giugno 2023 (bonifico bancario) il quale dopo va 22 giorni viene processato e cancellato da casino.

Provato un secondo prelievo in data 15 Luglio ma da allora nessuna risposta.

Dear fdotcico,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal.

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but six weeks is really a long time. Do I understand correctly that payment is still pending inside your account without being processed? Have you accumulated your winnings with or without an active bonus? Have you received any winnings from this casino in the past?

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

Hello, I confirm that the withdrawal is still "pending" and that my winnings that I am trying to withdraw were not generated by bonuses. Also, it's my first time using this service.

Ciao, ti confermo che il prelievo risulta ancora "in sospeso" e che le mie vincite che sto cercando di prelevare non sono state generate da bonus. Inoltre, è la prima volta che utilizzo questo servizio.

Thank you very much, fdotcico, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.  

Hello there,

Thank you fdotcico for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Slotimo Casino for their help in resolving this complaint. We would like to know why is this withdrawal taking as long as it is and if we can do anything to help make it quicker.

Thank you!

Dear fdotcico and Peter,

Thank you for reaching us.

We have looked into the case and checked with the relevant department. The withdrawal was paid a few days ago. There was a slight delay in processing the funds due to technical issues with the provider but once resolved funds were credited.

Kind Regards,

Slotimo Casino Team

Thank you Slotimo Casino Team for the update. Dear fdotcico, let us know if the money arrived at your account and you no longer need assistance.

Thank you in advance!

Dear fdotcico,

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.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.