Sloty Casino - Have still not received payment for a win in January

Dear all,

This complaint has been reopened as per Sloty 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.

Hello STEER2107,

thank you for your patience,

Please note that we checked your account and we can see that on the 15th of June an email was sent to you in order to verify your account.

We can see that different documents were requested but without any reply from your side. We invite you to double-check your inbox and do not hesitate to contact us if you have any issues or requests.

Regards,
Sloty.com

Dear @steer2107,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if the required verification paperwork has already been sent to the Sloty Casino team accordingly.

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. Should you refuse sending the required verification paperwork or fail to update your complaint in a timely manner, we will have no other choice but to reject the case and recommend you to forward it to the relevant regulatory body.

Thanks for your cooperation.

Dear all,

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

I made this withdrawal at the beginning of January for the amount of £641. I still have not received this back even after all this time. Additionally I have been locked out of the account and have no way of knowing when it will be reopened. I live chatted five times only to be told that it has been passed to the relevant department. I finally was asked to submit my documents on 21st November to verify my account - I have now submitted everything they asked for but still have not received my money, despite messaging live chat several times again and emailing for an update too. I am very concerned that I will never be paid this money, and I feel like I am being treated very unfairly and don't understand why my queries aren't being dealt with. Can you please help me to resolve this. The money that is owed to me is well needed considering there is a national crisis at hand. It has been over 10 months now and I have still now had my money. Thanks

Still no payment, and still no reply from Sloty casino either here or by email. Terrible customer service!

Dear STEER2107,

thank you for your reply.

We checked again your case and can see that you did not provide the documents requested for verification purposes.

We need first to verify your account before proceeding with any withdrawal request, please note that the last email we sent you was on the 18th December 2020, without getting any reply about the info requested.

Please provide us with the info needed and feel free to contact us if you need assistance with them or you have queries.

We will be more than happy to assist you.

Regards,
Sloty Team

Hi,

Thank you for getting back to me on this. I am a bit confused as to why you have rejected my driving license photo for being unclear - I have used it at your sister casinos before and it has been approved with no issues, so it does seem like you're just trying to delay this further for no reason. Regardless, I will resubmit another photo - hopefully you'll finally pay me my money then.

Dear Sloty Casino,

Please let us know if there are any updates regarding this ongoing complaint. Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly.

Thanks in advance for your cooperation.

Hi STEER2107,

Thank you for your reply.

Please note that to this date, we have not received any document from your end, and we are still pending your re-submission of the driving license. We kindly request that you provide us with this last remaining document as soon as possible, so that we can proceed with the verification checks and your pending withdrawal accordingly.

You can send your documents on the following email address: [email protected]

If you have any questions, please do not hesitate to contact us!

Kind Regards,

Sloty Casino Team