Complaint #160
Sloty Casino
Delaying account verification and £3,200 withdrawal
5 years ago
On Monday 6th July 2020, I won £3200 in online slots and table games. I went to withdraw and was asked to verify my documents. I did this within 10 minutes of the request, same day on the 6th July. I contacted the chat service to ensure they had received my documents, as there was nothing there to tell me that they have been received ok. I was advised that the documents have been received and that they are being reviewed. I was told that to verify the documents, it takes a maximum of 72 hours (3 days). 4 days later and i am still looking at a pending withdrawal, i have contacted sloty 5 times to try and see what the issues are and i am being palmed off and told i have to wait as the department is busy. I did outline that the reason why they have a 72 hour time frame is to give them time if they are busy, but nobody from the relevant department will speak to me, the phone line goes dead when i ring them and the chat service is not helpful as i am told the same thing over and over again which is "they will be in touch when they get to your case". No time frame for this, no other updates, just pushed to one side and told to be patient. I cant get any kind of constructive update on why this is taking so long, i cant even find out if my documents have been received correctly!
Screenshot
