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Extremely INCORRECT! I DON'T RECOMMEND THEM For more than 2 months I have been forced to submit documents for bank transfer, 100 times they returned my documents because they were not ok. Finally, after 2 months, they tell me that they do not know how to work with bank transfers, but only with Bitcoin site. They want me to register there.Only in the stupid Bitcoin site my documents are not approved. There are also separate fees, which I don't think I should but pay. However, I can't work with bank transfers.This casino is the biggest mistake that exists !!!!!!!

They make fun of people and their money! I still don't get my money! I want to ask the casino: If you can't use bank transfers, why do you offer them as an option.

To summarize the problem briefly, they do not want to transfer my money from 31.12.20.

I ASKED 100 times why I was bothered to go to banks for 3 months because they could not send me the money in the account. They lie that they would get lost along the way. Do they think I'm stupid? Shouldn't the money come from there on foot, so that it gets lost?

I went to the bank in Bulgaria 100 times, I also talked to its director. He said that they make it up, there is no option not to receive my money if they send it to me via Ibana, which I gave them.When I transferred $ 30 to them, also a $ 5 fee, it happened in 10 seconds. Now I can't get my money for 3 months!They force me to create an account on a bitcoin site. There are money transfer fees, also a monthly fee of 2 percent. I don't think that because they can't work with bank transfers, I have to pay extra for my money.

I am extremely disappointed with this casino. They made me doubt all the casinos in their country.

I hope you can help me get my money in my bank account.

Greetings!

Dear Снежанка,

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

Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, and contracts with the payment providers and bank restrictions, all have a major influence. Therefore this doesn’t necessarily have to be the casino’s mistake.

Have you ever made a successful withdrawal before or was this your first attempt?

Would you be so kind and forward all the relevant communication between you and the casino to kristina.s@casino.guru?

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,

Kristina

I have sent all the evidence to the specified email

Thank you very much Снежанка for your reply. I will now transfer your complaint to my colleague Andrej who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Sincere thanks!

Dear Снежанка,

I read through your conversations with the casino representatives you provided as evidence and I understand the situation. I’ll try my best to resolve the issue.

I would like to invite  Slots Empire Casino to this conversation.

Dear Slots Empire Casino,

Would it be possible to process Снежанка’s withdrawal to any payment method other than Bitcoin?

Hi Снежанка,

Thank you for your feedback.

I’m sorry to hear about the inconvenience caused. I've checked the matter with the casino representative and was informed that it is not possible to send Bank Wire to Bulgaria at the very moment. Therefore, the alternative option as BTC has been offered. We are currently working on setting the solution to be able to wire funds to that region though it might take some time. However, we are on the final stage now and will be able to send Wire to your region shortly.

Regards,

Slots Empire Casino Team

Thank you, Slots Empire Casino, for your reply. Could you please clarify when exactly can Снежанка expect wire transfer to be available as a withdrawal option for her?

Hello,

Please be informed that the wire option for the aforementioned region has been enabled yesterday, and the payout request has been already honored. Please note that it might take a couple of business days for the funds to reach the account.

Regards,

Slots Empire Casino Team

Thank you, Slots Empire Casino Team, for your cooperation.

Dear Снежанка,

I’m setting the timer for 10 days. I’d like to kindly ask you to let us know once you have received the payment.

Thank you very much for your cooperation. As soon as they enter the account, I will inform you immediately. Be healthy!

have been received! thank you for your cooperation. without you , Andrej Pauls

things would not have worked out, thank you very much! Thanks for everything :)

Thank you, Снежанка, for confirming and for using the Casino Guru complaint resolution center. We’re very glad to hear that you’ve received your funds. We will now mark your complaint as 'resolved' in our system. Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Best regards,

Andrej, Casino.guru