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SlotsPalace Casino - Delays payment of my winnings, verification is done

RESOLVED

Complaint Info

Disputed casino

SlotsPalace Casino

Amount

€ 500

Posted on September 9, 2022

I played at Slotspalace casino on August 16, 2022. I won and sent them the documents they asked for, after which I have tried to get the money out of the casino. I have three withdrawal requests at the casino, which the casino has not accepted for some reason.

The first withdrawal request was made on 22.8.2022, which means that it has already been pending for 17 days. I sent about it on 9.7.2022 message the casino, but their answer was only that "there is a delay for high amount of payments". I went to Casino's chat today to ask about it. Their answer was: "Withdrawal requests have not been accepted because you need to send verification documents". I am confused because I have already sent them these documents on 27.8.2022. I have a screenshot of the email as proof of this.

I doubt that it is a purposeful delay in the payment of winnings. I would appreciate a lot if you help me to get money out!

Posted on September 9, 2022

Dear Customer,
Thank you for reaching out to us and letting us know of your disappointment.
First of all, we would like to apologize for the waiting time. Unfortunately, due to the high volume of requests, there can sometimes be a delay in processing withdrawal requests. You can be assured that we will do everything in our power to avoid such a situation in the future.
We are glad to inform you that the verification of your game account with us has been successfully completed and your first withdrawal has been paid by our side today, on 2022-09-09. You will be also notified additionally once your two other pending withdrawals are processed.
If you have any further questions, do not hesitate to contact us.
Kind regards,
Slotspalace.com

Posted on September 10, 2022

I like to inform that 2 of 3 withdrawal payments are done now. There is only one 287 e withdrawal which has not been accepted yet.

Posted on September 12, 2022

Dear Customer,
Thank you for your reply.
We are glad to inform you that your third withdrawal request has been processed by our Financial Department today, on 2022-09-12.
If you have any further questions, do not hesitate to contact us.
Kind regards,
Slotspalace.com

Posted on September 14, 2022

I like to inform that SlotsPalace paid me all money. Great!

AskGamblers
Posted on September 14, 2022

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.