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I am writing regarding the withdrawal process for my winnings. I won €876 at the casino and initiated a withdrawal of €500 approximately a month ago.

Unfortunately, my withdrawal has been canceled three times without any clear explanation. My account is fully verified, and all the necessary documents have been accepted and verified as well. Despite numerous attempts through chat and email support, I have not received relevant information or assistance. The issue persists well over 2 weeks already.

I kindly request your immediate attention to this matter and urge you to help me resolve the withdrawal issues promptly. Your cooperation in ensuring a swift and satisfactory resolution is greatly appreciated.

Dear erenex1989,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with SlotsPalace Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please send a screenshot confirming your account has been verified?
• Could you please share the reasons you were given by the casino why your withdrawal hasn't been processed?
• You can post screenshots here or send me the information to my email at tomas@casino.guru

Looking forward to hearing from you.

Best regards,

Tomas

Hello and thank you for reply.

I forgot, verification not required, they never asked for documents and there is no option to upload them.

I chated with them almost every day. And here are there replies : "This should arrive today, as this is the 3rd business day since initiation."; "Please accept our sincere apologies for the situation. We are currently looking into this for you, and you will be notified as soon as there is an update. In the meantime, we would like to thank for your patience and understanding.";

I dont understand what is going on. Please help.

Thank you very much, erenex1989, for providing the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@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.  

Hi erenex1989,

I've just reviewed your case and am sorry to hear about your struggles with withdrawal. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear SlotsPalace Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify why the player withdrawal requests were rejected? Have you requested any documentation from the player to conduct verification?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

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 customer,

Thank you for reaching out!

We would like to inform you that your account is not yet verified. Thus, we have requested a few documents from you via the Verification page of the website. 

Please upload the requested documents for us to proceed.

Sincerely,

Slotspalace Administration

You keep my withdrawal for almost a month already. The normal communication with your casino is just non-existent. Empty promises which are never kept. Time after time. This is an example email from the casino (I have not less than 5 with the same text):

Dear XXX,

Thank you for contacting our Customer Support Team.

Your withdrawal is in the queue for processing by our Finance Department.

We aim to process withdrawal requests within 3 business days, from the next day that the request was made, or from the day of the last processed withdrawal. They even ask a screenshot of my deposit "in January" when in fact I deposited back in December.

Please note that this timeframe excludes weekends and public holidays. The status of your withdrawal will be updated in your balance history once it has been processed.

***

Or this (taken from chat on 16.01.24):

Thanks so much for waiting and for your time!We just checked your gaming account. I see your withdrawal is in the final stages, so it should be processed very soon.Kindly note that you will be contacted via email by the Finance team when there is an update on the withdrawal

Now I entered the casino again and suddenly there are the new tabs to verify the documents. One month after my initial withdrawal request and the numerous not kept promises to pay after!!! And all this time I was told that I will be paid in a matter of days. Are the casinos allowed to behave in such a way?

Dear erenex1989, let us know if you have already uploaded the requested documents for verification. Please, understand that going through KYC procedures is the standard step before withdrawals and the majority of online casinos require verification before processing players' withdrawal requests, though I'm sorry it's been already a month since you waited.

As i told they did not requested any verification documents for month of communication with me.

At the moment I uploaded proof of address and transaction history they requested. (please see attached screenshots). ID verification I will make soon. Will inform you.

Thank you, erenex1989. I will wait for further updates from you.

Dear erenex1989,

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. Please extend for few more days.

Dear erenex1989, have you already uploaded the requested documents?

Dear erenex1989,

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.

Thank you for understanding.

Natalia hello again. I just passed live verification using my phone, uploaded my ID. So now all requested document are provided. Please call casino representative to our forum to provide answer when will they verify all provided documents and when will they pay my 500 pending withdrawal?

Thank you.

Thank you for the updates, erenex1989.

Dear SlotsPalace Casino, could you confirm receiving all the requested documents from the player? Please, let us know if you can proceed with the review.

Dear Casino. Guru… The casino is stalling my withdrawal for several months already…First month they promised to pay me in every contact I made to them by email or chat… But they never paid….Then after I complained at this forum- it suddenly turned out that they needed the documents from me. Now, after I provided them with the requested documentation, they started playing more games: like send us your deposits history for January and then send us your deposit history for December and so on… This is unbelievable what they are doing to me and my cash out…

I understand your frustration, erenex1989, but there's nothing unusual in the process of the verification itself. Most online casinos are supposed to verify your account before processing a withdrawal.

Anyway, I hope that SlotsPalace Casino will check your documents as soon as possible and share any news with us.

As in the casino verification section I am allowed to upload only 5 file and I have 13 files of my wallet transaction history for December, in chat I was told by Marios "You can send an email to the support if you like with the 13 screenshots. support@slotspalace.com".

I sent to them all screen shots with full transaction history for December as they requested. In chat they were not able to confirm the receive as chat representative don't have access to support email.

Regards

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.

My documents were, presumably, verified by the casino. However it is already more than a week since that and I still did not receive any payment from the casino. Every time I contact them I get the same message: your withdrawal is in the final stage. Unfortunately, I receive this kind of message for more that 2 months already.

Dear Customer,

Thank you for your message.

We would like to inform you that the withdrawal was forwarded to the relevant department to be processed with priority. We appreciate your patience.

Best regards,

Slotspalace.com

As expected, after the numerous claims that my account was verified and the payout "is in the final stages" - my cash-out was declined again. It is going on for the third month straight already!

Thank you for the reply, SlotsPalace Casino.

Dear erenex1989, please let me know if there have been any updates regarding the status of your withdrawal request.

All my winnings were paid. Thank you for help Natalia.

Dear erenex1989,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Natalia

Casino.Guru