Complaint #5 SlotsPalace Casino

Delayed Withdrawal of 600

By Troy W.

4 years ago

I requested a withdrawal on 28. November 2021. It has now been 9 days and it is still Pending.

They keep telling me it is in the final stages and will be process soon. This has been the response for the past 5 days.

Their terms say 72 hours pending time so this should have been processed on 01. Dec and it is now 07. Dec 21.

I believe they have no intention of paying my money.

Disputed Casino SlotsPalace Casino

Reason Delayed payment

Amount $1700

Discussion

AskGamblers

• Support Team

4 years ago

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.

Twilly1982

• Victoria

4 years ago

I have received my withdrawal today. This matter is now resolved. Thank you

Twilly1982

• Victoria

4 years ago

In regards to the above from Slotspalace.
Yes I received an email saying my withdrawal was successfully processed, however it has since been returned to my account with no reason. This happened over 24 hours ago and no one is replying to my emails.
Instead of a bank transfer, I have now created another request this time to my Bitcoin wallet.
I would appreciate some sort of assistance as all I get told is to be patient. It has been 18 days now that I have been trying to get my withdrawal processed.

SlotsPalace Casino

• Representative

4 years ago

Dear Customer,
Thank you for taking the time to bring your concerns to our attention.
We completely understand how frustrating the situation is.
Rest assured that we are striving to process all the payments as fast as possible, however, certain aspects are outside of our control. Unfortunately, the transaction was canceled from the side of the payment provider as the wrong payment details were entered. The money has been returned to your gaming balance.
Be informed that when this happened our finance department sent you the email with the necessary instructions to assist with the withdrawal.
As soon as you created the withdrawal, it was processed from our side immediately without wagering and you should have received the confirmation. Please note that the transfer may take some additional time.
Once again we apologize for any inconvenience caused and hope the above clarifies the situation.
Should you have any questions or concerns, please feel free to contact us at any time.
Best wishes,
Slotspalace.com

SlotsPalace Casino Complaint Stats

Resolved 22 / 22

Avg. Amount $583

Avg. Complaint Duration 7 days

Avg. Response Time 2 days

SlotsPalace Casino Complaints

See all complaints for this casino

Casino cut my winnings in half and completely ignored my complaint

I got a 100% bonus up to €200, deposited €200, and received a €200 bonus. The terms clearly say the max cashout is 10x the bonus amount, which is €2,000. Simple.

I did everything right, completed the wagering, and ended up with a bit over €2,000. Then out of nowhere, the casino just cut my balance down to €1,000.

No proper explanation. No justification. Just took €1,000 like that.

I contacted support and got nowhere. They told me someone would follow up, and that never happened. So I sent a proper formal complaint email explaining everything clearly. They didn’t respond. At all.

So now I’m sitting here with half my winnings gone and being completely ignored. This is not a misunderstanding; this is them not following their own terms. The max should be €2,000, not €1,000. It’s very straightforward.

I’m not asking for anything extra, just what I fairly won and what their own rules say I should get. The missing €1,000 should be returned to my account.

At this point, I feel like they’re just hoping I give up. I’d really appreciate AskGamblers stepping in because the casino clearly has no intention of dealing with this properly.

Resolved

€1,000

Deposit not added to gaming account

slotspalace.com are intentionally and unwilling to resolve my prolonged pending deposit of 30 USD that is not credited to my gaming account and things are beginning to seem like I am be scammed.

On the 17/03/2026 I made a deposit of 30 USD via crypto currency, I was debited however the sum failed to reflect on my gaming account.

On multiple occasions, this issue has been raised to their online support/email but all I got are endless excuses to a point I don't got any further feedback which has kept me worrying and frustrated that I might loss my money.

I don't know what else to do, I no longer receive responses or answers to my messages.

I am certain I won't get anything positive from them regarding my case if I do not make this complaint known to you.

Below are the screenshot support my complaint

Thanks

Resolved

$30

Withdrawal delay beyond expected timeframe

Hello,

I am writing to formally submit a complaint regarding my withdrawal request.

My withdrawal was requested 6 days ago and is now well beyond the expected payout timeframe stated by your casino. Despite multiple contacts with live support, I have only received automated responses and no clear confirmation from the finance team.

Details:

• Account email/username: <email address removed> / Violi

• Withdrawal request date: 25.01.2026

• Withdrawal method: Crypto

• Amount: 350€

I have been informed that there is no issue with my account and that my funds are safe, however no exact payout date has been provided. This lack of transparency is unacceptable.

My desired outcome is:

• Immediate confirmation that the withdrawal has been approved

• A clear and exact payout date

If this matter is not resolved promptly, I will escalate this complaint to the relevant licensing authority and public review platforms.

I expect your response as soon as possible.

Resolved

€350

Delay paychecks

A need your help because I have problem with Slots Palace casino. This casino has been trying to make a withdrawal since October 20. I speak to the live chat and email support and what they always tell me is that they are having problems in the financial department and I am getting upset because sometimes the live chat does not work and I do not know what else to do for the casino to speed up the payment. Help me resolve this problem.

Resolved

zł2,000

Didn't get my money

Hi, I made two withdraws on slot palace casino. Both of the withdraws are for 8000CZK and 8000CZK. I made it more then three days ago. They advertise on their website it can take up to 3 days. When I try to contact them only Chatbot with generic answers are answering and nothing is happening. I feel like this casino is a scam. Can you help me with this problem ? Thanks a lot. Best regards Christopher

Resolved

Kč1,600

Problem with second verification

The casino paid me three withdrawals without any problems after verifying my FunID. When I attempted a subsequent withdrawal, they requested further verification. They accepted all the documents I sent. However, they also required a history of deposits and withdrawals using Apple Pay. My bank cannot generate a statement for this particular method, so I sent them a statement with all transactions with the card used for Apple Pay from the period they specified. They rejected the document and replied, "In reference to the submitted response, the Verification Department requires this specific document – a list of transactions for the period April 2024 - April 2025 for Apple Pay top-up methods *xxxx (incoming + outgoing in one file) – all transactions visible." The transactions they request are listed there under the name "PURCHASE USING THE REVOLUT CARD**xxxx* /"

Resolved

€1,170

Cash withdrawal

This casino has been trying to make a withdrawal since July 16th. I speak to the live chat and email support and what they always tell me is that they are having problems in the financial department and I am getting upset because sometimes the live chat does not work and I do not know what else to do for the casino to speed up the payment.

Resolved

€120

I would like to ask you for help.

Hi,

I tried to withdraw 400 euros, on the casino website they say that withdrawals are processed within 3 days, but it's already running, actually it's been 5 days now and nothing is happening. Unfortunately, the help in the chat, always answers the same thing over and over again, because it's probably a bot and the whole thing seems very suspicious to me and I'm afraid it's a scam. I would like to ask you for help. I'm sending a photo of the withdrawal in the attachment. Thank you very much!

Resolved

€400

Deposit money taken from my card not getting to my balance

Of course. Here’s a professionally worded yet firm complaint you can use. It maintains a serious, forward-looking, yet calm tone, encouraging the recipient to resolve the matter swiftly:

---

Subject: Formal Complaint Regarding Missing Deposit Funds

Dear [Casino Support Team / Name if known],

I am writing to formally raise a complaint regarding a significant issue with your platform’s handling of my recent deposit.

On [insert date], I made a deposit via my bank card, which was successfully charged — the funds were immediately deducted from my account. However, these funds were not added to my casino balance. I promptly contacted your support team, who advised me to wait three days, stating that the money would either reflect in my casino account or be automatically refunded to my payment provider.

Three days later, after seeing no change, I reached out again. At that point, your team informed me that the transaction had now been processed, and assured me I would see the funds in my balance within a maximum of two hours. Regrettably, that time frame has passed, and I still have not received the funds in my casino balance, nor has there been a refund to my card. Now when i ask the again the loop continues and they say i have to wait again 3-5 days for them to get returned.

This situation is unacceptable. It not only undermines trust in your platform, but also places an undue burden on me as the customer to chase what is rightfully mine. I request that you immediately:

1. Investigate this matter thoroughly and provide a clear explanation for the delay.

2. Ensure that the funds are either credited to my casino balance without further delay or fully refunded to my original payment method.

3. Offer appropriate compensation for the inconvenience and time lost due to this issue.

Thank you for your prompt attention. I look forward to your swift resolution of this matter.

Kind regards,

PRIAN123

Rejected

€10

Ignored exclusion request

Dear AskGamblers Team,

I’m submitting this complaint against Slots Palace Casino for repeatedly ignoring my self-exclusion request despite multiple confirmations, and for failing to respond to my formal complaint requesting a refund of $345 CAD deposited during the exclusion period.

Summary of the Problem:
March 1, 2025: I requested self-exclusion. Slots Palace responded within 30 minutes asking me to confirm, which I did the same day. According to their responsible gambling policy, the exclusion should have been processed within 24 hours. It was not.
March 5, 14, and 20: I followed up multiple times, explicitly saying I wanted to be excluded and that I was spending too much money. I asked them not to request confirmation again and to simply proceed. No response.
March 21: They replied stating they didn’t have a native speaker (despite me writing in English) and asked the reason again. I replied honestly (“spending too much money”) and reconfirmed once more.
March 26: No action was taken.
April 23: Instead of excluding me, they offered a bonus. As someone with gambling addiction, I accepted the bonus but again reiterated that I wanted to be excluded.
April 26: I sent a formal complaint asking for my account to be closed and for a refund of the $345 CAD I deposited after March 1. I gave 24 hours to respond.
April 30 to June 10: I followed up several times but received no response addressing my complaint or refund request.
May 5: I explicitly stated again: “Yes, proceed please.”
Eventually: My account was finally closed—but they never replied to my formal complaint or addressed my refund request.

I Am Requesting:
A refund of $345 CAD – the amount deposited after my March 1 exclusion request and confirmation.

I’ve attached email records and screenshots showing my repeated confirmations and follow-ups. I believe this situation deserves serious attention, and I hope AskGamblers can help ensure accountability and a fair outcome.

Sincerely,
Kellie

Resolved

€345