Complaint #28 SlotsPalace Casino

Payment late 20 days

By Joana S.

1 year ago

I made a withdrawal request on April 1, 2025 and after 23 days I am still waiting for the request to be approved. My account is fully verified and I have already made more deposits/withdrawals at the casino.
The response in the support chat is always the same and nothing is ever resolved. I have also sent a complaint to the casino's email address and have not received a response. I don't know what is going on but I think it is ridiculous to wait more than 20 days for 70 euros.

Disputed Casino SlotsPalace Casino

Reason Delayed payment

Amount €70

Discussion

AskGamblers

• Support Team

6 months ago

Dear all,

Following an email confirmation from the complaint's submitter, 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.

AskGamblers

• Support Team

1 year ago

Dear @Joanagsoeiro,

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.

SlotsPalace Casino

• Representative

1 year ago

Dear Joanagsoeiro,

We are happy to confirm that your withdrawal has been processed, and the money has been sent from our side.

The funds can take 3 - 5 working days to appear in your account, however, this is subject to the payment method used and your bank standards. 

Our team wishes you all the best for your future activities!  

Best regards,
Slotspalace team.

AskGamblers

• Support Team

1 year ago

Dear all,

This complaint has been reopened as per SlotsPalace Casino request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved into the dispute reach a satisfactory resolution.

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,

65h 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.

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.