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From the 10th of August, 2023, I requested a withdrawal of a free bonus of 20 dollars with a maximum withdrawal of 100 dollars. I complied with the bet and won 110USD, deposited 45 USD in order to withdraw 155 USD. The minimum withdrawal is 150 USD. On the 16th of August, 2023, I received an email informing me that I could only withdraw 135USD and they adjusted the amount to reflect this. As of today, I have not received any payment and my emails are not being replied to.

Desde el día 10 de agosto 2023solicite un pago de un bono de 20 dólares gratis con un máximo de retiro de 100 dólares, cumplí la apuesta y gane 110USD , deposite 45 USD para retirar 155 USD, el mínimo de retiro son 150 USD y el día 16 de agosto 2023 envian un correo diciendo que solo puedo retirar 135USD hicieron el ajuste a esa cantidad y hasta la fecha no he recibido pago alguno y no me responden los correos.

Dear YOM3ROCA,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Do I understand correctly that your payment is still pending inside the account without being processed? Is it an internal casino system issue, or it’s related to your account only? Have you redeemed any free bonuses from this casino in the past?

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. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

They still haven't paid me and I have only played that bonus and I already completed the KYC verification, and they also verified my data via live chat, that the payment has already been approved and "they are waiting for the next batch of payments to come out", that's the same thing for me. They said on August 16, I even got hold of a cryptocurrency wallet and sent them the data.

And it remains the same, Nothing at all.....

Todavia no me pagan y solo he jugado ese bono además ya realice la verificación KYC, y también verificaron mis datos por chat en vivo, que ya está aprobado el pago y "están esperando a que salga el próximo lote de pagos", eso mismo me dijeron el 16 de agosto, hasta me hice de una billetera de criptomoneda y les envié los datos.

Y sigue igual, Nada de Nada.....

Thank you very much, YOM3ROCA, 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 YOM3ROCA for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Slots Plus 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!

I sent an email to slots plus because I no longer have live chat available, to ask when they are going to pay me, and they answer: that the user canceled the withdrawal and also the minimum amount is 150USD, so I responded that they would return the $20 USD that was taken from me when I requested the withdrawal the first time on August 10, 2023 for the amount of $155USD.

Because they use these types of tricks to avoid paying users, in one way or another they look for a way to deny payments.

They were good at making that adjustment to my account of $155USD minus $20 USD that they took from me on August 16, 2023, leaving a balance of $135USD, I have evidence of everything, the emails they sent and the images that demonstrate the facts because I took screenshots of everything from the beginning.

Envie correo a slots plus porque el chat en vivo ya no lo tengo disponible, para preguntar cuando me van a pagar, y me responden: que el usuario canceló el retiro y además la cantidad mínima son 150USD, entonces yo respondí que me devolvieran los $20USD que me quitaron cuando solicite el retiro la primera vez el día 10 de agosto de 2023 por la cantidad de $155USD.

Porque hacen ese tipo de artimañas para no pagar a los usuarios, de una forma u otra buscan la manera de negar los pagos.

Fueron buenos para hacer ese ajuste en mi cuenta de $155USD menos $20 USD que me quitaron el día 16 de agosto de 2023 dejando un saldo de $135USD , tengo evidencia de todo, los correos que enviaron y las imagenes que demuestran los hechos porque a todo le tome capturas de pantalla desde el inicio.

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.

Hello, I entered my account in slots plus and increased my account balance to $161USD so I requested a withdrawal for that amount and they responded that they would notify me when the payment is processed.

Hola, ingresé a mi cuenta en slots plus y aumente el saldo de mi cuenta a $161USD así que solicite el retiro por ese monto y me respondieron que cuando sea procesado el pago me notificarían.

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,

Peter

We’ve reopened this complaint at the request of YOM3ROCA. We have received the following message:

They already paid me today

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,

Peter