Complaint #30 SlotsPalace Casino

Deposit money taken from my card not getting to my balance

By prian123

1 year ago

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:

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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

Disputed Casino SlotsPalace Casino

Reason Amount not credited

Amount €10

Discussion

AskGamblers

• Support Team

1 year ago

Dear @prian123,

The AskGamblers Complaint Team is kindly asking you to assist the SlotsPalace Casino team further and send the required verification paperwork.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process, therefore please make sure to confirm by posting the public message if you have provided requested information.

Should you refuse sending the required verification paperwork, or fail to confirm, we will have no other choice but to reject the case and recommend you forwarding it to the relevant regulatory body.

Thanks for your cooperation.

SlotsPalace Casino

• Representative

1 year ago

Dear prian123,

As mentioned above, in these photos there is no merchant's name which is necessary for us to check your request further.

If you are not willing to provide us with a bank statement, then I am afraid we cannot process your request.

Thank you in advance!

Best regards,
SlotsPalace Casino team

prian123

1 year ago

I already sent them the screenshots they requested and now its not enough because the name is not showcased. Thats the way my bank app shows transactions and im pretty sure they can confirm it in other ways. Im not gonna request paperwork from my bank only for the 10 euros they scammed me. Im not that down bad but im just mad it happened. These were the screenshots by the way:

AskGamblers

• Support Team

1 year ago

Dear @prian123,

The AskGamblers Complaint Team is kindly asking you to assist the SlotsPalace Casino team further and send the required verification paperwork.

Should you refuse sending the required verification paperwork, or fail to confirm, we will have no other choice but to reject the case and recommend you forwarding it to the relevant regulatory body.

Thanks for your cooperation.

SlotsPalace Casino Complaint Stats

Resolved 23 / 23

Avg. Amount $575

Avg. Complaint Duration 7 days

Avg. Response Time 2 days

SlotsPalace Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 18 out of 18 complaints in this category have been resolved.

This operator's average complaint duration is 7 days, while the average duration across all operators is 8 days.

SlotsPalace Casino Complaints

See all complaints for this casino

Account restricted after a withdrawal request no verification requested

Hello AskGamblers team,

I am writing to submit a complaint against SlotsPalace Casino.

I won €4,440.16 playing slots on the platform. On September 24, 2026, I requested a withdrawal of €500, since the casino has a daily withdrawal limit of €500.

The next day (September 25, 2026), when I tried to make another withdrawal of €500, I received a notification that my account has been restricted. Furthermore, when I check the verification tab in my profile, there are no pending document requests or instructions from the casino.

I consider the retention of my funds to be unfair and unjustified, as my account was locked without any clear reason or verification prompt.

I kindly ask AskGamblers to help me resolve this issue and assist in unlocking my account so I can withdraw my winnings.

Thank you,

66h left

€4,440

Refund request after account closure and alleged breach of casino terms

I am submitting this complaint regarding SlotsPalace and requesting a refund of €350.

I made two deposits to my SlotsPalace account, one of €200 and one of €150, for a total of €350.

I contacted SlotsPalace directly regarding this matter and provided the relevant information and evidence. The casino subsequently closed my account, but I have not received a satisfactory resolution or refund.

I believe that SlotsPalace did not comply with its own terms and conditions in my case. I am asking AskGamblers to review the situation and assist me in recovering the €350 I deposited.

I can provide screenshots of my communication with SlotsPalace, confirmation that my account was closed, deposit/payment evidence, and any other documents required.

Requested resolution:

I am requesting a full refund of €350 and a proper explanation from SlotsPalace regarding the handling of my case.

Thank you for reviewing my complaint.

Resolved

€350

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.

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Delay paychecks

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Didn't get my money

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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* /"

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Cash withdrawal

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