Slotexo Casino - Затримка зняття коштів

Good evening,

I would like to ask for your help in resolving the issue of 2 withdrawals being under review for another 10 days, given the number of complaints I see about this platform I hope something can be done.

I'm a client of another platform where withdrawals are made within 48 hours, whatever the amount in question.

In addition to the delay in payments, which is a huge flaw or strategy, this casino constantly sends messages and emails requesting bonus deposits, which is unethical.

Thank you in advance, and I'm sure you can help me with this.

Boa noite,

pedia ajuda para resolver questão de 2 levantamentos estarem dob revisão à mais 10 dias, dado ao número de reclamações que verifico a esta plataforma espero que algo seja feito.

Sou cliente de outra plataforma no qual os levantamentos são efectuados prazo máximo 48h seja qual for o valor em questão.

Este casino além da demora nos pagamentos que é ima falha enorme ou estratégia, constantemente envia mensagens e emails com pedidos depósitos com bónus que é pouco ético.

Desde já o meu obrigado com a certeza que me possa ajudar nesta questão

Dear player,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Complaints Resolution Center

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and does, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear player,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Good morning Dominika,

so far I haven't received a deposit and the response from the casino in question is still the same.

-I hope you can help me with this situation as soon as possible.

Thank you in advance

Bom dia Dominika,

até ao momento ainda não recibi depósito bem como a resposta do Casino em questão continua a ser a mesma.

-Espero que me consiga ajudar com esta situação o quanto antes.

Desde já o meu obrigado

Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino regarding the withdrawals? Send emails or chat transcripts to my email at [email protected], or post screenshots 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.

Good evening,

just to let you know that I have sent the information requested in the previous message by email ( [email protected]).

I would like to know the status of the complaint in question.

Best regards

Boa noite,

só para informar que enviei por email ( [email protected])info pedida na mensagem anterior.

Gostaria de saber ponto de situação da reclamação em questão.

Cumprimentos

Thank you very much, for providing the necessary information. I will now transfer your complaint to my colleague Karla ([email protected]) 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.

Good afternoon,

I would like to know the status of my complaint as since yesterday I have been unable to log in to the casino application in question and transfers have not yet been made.

Regards,

Frederico Almeida

Boa tarde,

Gostaria de saber ponto de situação da minha reclamação dado que desde ontem não consigo entrar na aplicação do casino em questão e transferências ainda não foram realizadas.

Cumprimentos,

Frederico Almeida

Hello Frederico1979,

My name is Karla and I will be assisting you with your case, I hope we can work together toward a clear and fair resolution.

To ensure full transparency, I would like to invite a representative from Slotexo Casino into this conversation.

Dear Slotexo Casino,

Could you provide additional details regarding this payment delay and clarify the current status of the transaction and confirm if the player is not able to acess his acount right now? We would also appreciate it if you could share any relevant evidence or documentation that may help us to resolve this case.

Thank you in advance for your cooperation.

Best regards,

Karla

Dear Frederico1979,

We would like to inform you that both of your withdrawal requests were successfully processed on the 20th and 21st of September.If the funds have not yet appeared in your account, this depends on your bank or payment provider, as the transactions have already left our side.

Please note that, as outlined in our Terms and Conditions (6.14), "The Company reserves the right to make payments according to individual schedule, set the minimum and maximum amount per one transaction and the time for this transaction, which may differ depending on the withdrawal method, your account level or other relevant factors." This means that general security and compliance checks may precede the release of funds, which can extend the waiting period.

Regarding promotional emails, these are part of our standard communication with players. However, if you no longer wish to receive such offers, we can promptly remove you from our mailing list upon your request.

Best regards,

Slotexo Casino Team

Hello Slotexo Casino ,

Thank you very much for your update and for confirming that both of the player’s withdrawal requests were processed on the 20th and 21st of September. We appreciate your prompt cooperation in this case.

Hello Frederico1979,

As you have read above, the casino has confirmed that your withdrawals were processed successfully. Could you also confirm whether you are now able to log into your player account normally, and if there is any message or process pop-up displayed in your account (for example, verification status or pending payment notice)?

Please keep us updated here in the thread as soon as you receive your payment, or let us know if the funds do not arrive within the next few business days so we can continue to assist you if necessary.

Thank you for your cooperation and patience.

Best regards,

Karla

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Frederico1979,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Karla