Withdrawal exceeding posted time frame

I want to make a formal complaint and request your help.

I had a withdrawal of 7500 CAD on June 25.

They told me to wait 48 hours for review. I messaged multiple times, and they finally rejected it after 120 hours because of a supposed technical issue. I have now requested other withdrawals in smaller portions.

They are still saying the process is in progress. Now been a week since the original ask, and they have not paid me the 7500cad. I used Interac / same as my deposit method, and my account is fully verified. I am also within the daily limits.

Customer support can’t give a clear answer, and they are scamming players by providing false info and delaying the treatment of withdrawals as long as possible.

They rejected it without any clear cause or solution for me to try.

Attached are the same generic responses they give each time

Hello, i made an account on slotsgallery and won 50.000nok without any bonus. At the beginning my withdrawel was canceled because of verification reasons. withdrawel process takes 0-48 hours as stated on their website. 8 hours after the 48 hour wait time i asked them if there was something new on my withdrawel and they responded that they needed more time. I was also fully Verifyed but my withdrawel was again canceled after 70 hour wait due to «technical issues».

I have now tried to do another 2 withdrawels of 40.000nok and 10.000nok. I really hope everything goes smoothly this time.

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We regret to inform you that your withdrawal request was declined due to technical issues.

In order to make a cashout, please try to make a withdrawal request again.

______________________________

Your account is now verified!


We are glad to inform that your account is fully verified now at Slots Gallery. Thank you for assisting us!

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Thank you for reaching out to our Support Team! My name is Winston, and I'll be assisting you today!

I genuinely understand and empathize with the frustration you're experiencing right now, and I sincerely apologize for the delay in processing your withdrawal. The reason for this is the unusually high number of requests our finance team is currently handling. Please rest assured that we are doing our very best to process all withdrawals as quickly as possible. I truly appreciate your patience and understanding, and kindly ask you to allow us a little more time to complete your request.

To Whom It May Concern,

I am submitting a formal complaint regarding Slot Gallery Casino, which states that it operates under a Curaçao eGaming license.

Despite multiple written requests made in January 2026 for immediate self-exclusion and permanent account closure, the operator has failed to take appropriate action.

I have contacted the casino via:

Email, WhatsApp, Online chat

Each time I was told to “wait,” but my account remains open and no formal confirmation of self-exclusion has been provided.

This matter involves responsible gambling obligations and player protection. An operator licensed under Curaçao eGaming should act immediately upon receiving a self-exclusion request. Failure to do so places vulnerable players at risk and raises serious compliance concerns.

For your reference:

< personal information removed >

Dates of requests: January 2026

No confirmation or closure has been provided to date.

I respectfully request that you:

Investigate this operator’s conduct.

Ensure my account is permanently closed without delay.

Ensure that all marketing communications cease immediately.

Please confirm receipt of this complaint and advise me of the next steps in your investigation.

Kind regards,

< personal information removed >

I submitted a request to apply a $100.00 monthly deposit limit on my account. I was asked why and I disclosed that I have a gambling problem and that I would like to proceed with applying a deposit limit to my account. However, this request was never fulfilled. Following this request, I was able to deposit money to play on the casino.

On February 17th, I contacted the support email to request self-exclusion. This request has still not been followed up on. However, this request does not negate the deposit limit I had requested and the subsequent monies I was able to deposit after my request.

I also contacted the support chat several times and was told that an assigned VIP manager handles my requests and that they would follow up with me. This never occurred. The fact that a designated “VIP manager” that is assigned to you is the only person who can handle your requests seems quite odd. I’m assuming many people who request deposit limits and self-exclusion have an issue with gambling, so it is quite negligent that these requests have not been fulfilled. The fact that my requests have not been fulfilled (especially my deposit limit request) appears to go against their responsible gambling policy.

I am quite upset with the customer support at this casino because it failed to follow through with my request. This has been a very stressful experience for me, and I am angry that my requests were not applied because I feel like I have been taken advantage of due to a vulnerability I have. I am also concerned for other customers like me and the possibility of them being taken advantage of.

I am writing to make a formal complaint regarding your failure to act on my self-exclusion request, which I first submitted on 31 May 2025.

On that date, I contacted your support team requesting to be self-excluded from your platform due to gambling harm concerns. Despite this clear and explicit request, my account remained active, and I was able to continue gambling. This represents a serious breach of your responsible gambling obligations and the self-exclusion policy outlined in your own terms and conditions.

Since my initial request, I have made multiple follow-up attempts asking for the exclusion to be implemented, yet no effective action has been taken. As a direct result, I continued to incur gambling losses that would not have occurred had my self-exclusion been processed in a timely manner.

I therefore request that you:

Acknowledge receipt of this formal complaint,

Explain why my self-exclusion request was not actioned, and

Refund all gambling losses incurred after 31 May 2025, when the exclusion should have been in effect.

Please treat this as a formal complaint under your Responsible Gambling and Complaints Policy. If I do not receive a satisfactory response within 14 days, I will escalate this matter to your licensing authority and relevant consumer protection bodies.

I have retained copies of my correspondence and records of my continued gambling activity as evidence of this failure.

Thank you for your immediate attention to this serious matter. I look forward to your reply and resolution.