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Slots Gallery Casino - Delaying my payment of $5124

RESOLVED

Complaint Info

Disputed casino

Slots Gallery Casino

Amount

$ 5124

Posted on November 6, 2023

Hello,

I am writing to you because I have a lot of problems with this Casino that I found on askgamblers. Just you to know, I'm very careful before registering to any website and I've looked at the different opinions on askgamblers before playing. SlotsGallery had good reviews so I decided to subscribe.

On October 19th after making a deposit of $1750, I played different games that day and I managed to win and have a balance of 5124$ until now.

I tried to withdraw 3000$ and maybe play the rest of the money but the site rejected my withdraw request. 

I went to the support and they told me they needed my id and verification. I did the kyc everything was good.

I went to the support again made another withdraw and was one more time rejected. 

Went to the support again they told this time that I needed to send I picture of myself holding my id which I did. Made another withdraw and I was one more time rejected. 

This time I had to send a picture of myself holding the id, the sheet of paper with my details, and in front of my house with the exactly same number. I've done it and sent it again and since then no news. Support telling me every single day that I need to wait the approval from the manager lol.

I strongly recommend that you do not play on SlotsGallery. To receive the money no problem it takes only 2min but to withdraw its really complicated. I've played in a lots of online casino and I think it's my worst experience ever. 

I would like to add that I did not use a referral link and that I did not accept any bonus from them. 

I've the feeling they don't want to pay me and it's really annoying. I've been waiting more than 15 days since my winning and my last withdraw request was on November 1th.

I'm asking you for your help today and would be very grateful. 

Best regards,

Alex

AskGamblers
Posted on November 8, 2023

Dear Slots Gallery Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Posted on November 10, 2023

Dear Alexandre,

My name is Den and I am a partner's manager at Slots Gallery Casino. First of all, I would like to express our appreciation to your patience throughout the process and we hope for your understanding.

Upon thorough investigation of your account, we found that your account was accessed through a VPN and from multiple different IP addresses.

Please be reminded that the use of VPNs is strictly forbidden within our casino, as it goes against our security protocols. To ensure the safety and integrity of our platform, we implemented additional verification measures to confirm your identity and validate that the account activity aligns with the indicated address.

I want to reassure you that, after completing the necessary verification procedures, we have successfully processed your withdrawal, and all winnings have been disbursed to your account. We understand the importance of timely transactions, and we sincerely apologize for any inconvenience caused by this delay.

AskGamblers
Posted on November 10, 2023

Dear @Alex_Costa,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Posted on November 10, 2023

Hello,

Thank you for your help. Everything has been paid.

Best regards.

AskGamblers
Posted on November 10, 2023

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.