Complaint #144 Sloty Casino

Withdrawal and verification went beyond reasonable timeframe

By Amber H.

6 years ago

The withdrawal process has gone beyond a reasonable timeframe, it has been 28 days since I requested the withdrawal of roughly £2350 over 3 separate withdrawals. I was then requested to send lots of verification documents which I have been sending over the last month. Finally, I have sent everything requested (as you can see from the screenshot) It has been a week since and still, my account is still not verified. The whole process has become extremely stressful and the joy of winning has been completely lost.

Please note I have recently changed my email address used at the casino as my Gmail account was compromised and I was using it to send all the sensitive verification documents so I have blocked the account, I have put my new email in below but can provide the old one privately if required.

Disputed Casino Sloty Casino

Reason Delayed payment

Amount £2350

Discussion

AskGamblers

• Support Team

6 years ago

Dear @Ahopkins433,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and let us know if you have received the disputed payment. Please be notified 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 complaints 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.

Sloty Casino

• Representative

6 years ago

Hello AHOPKINS433,

thank you for your patience.

Please note that we checked your account and we confirm that all the pending withdrawals have been set to be released today.

Also, please let us confirm that the Casino has decided to keep your account blocked, please refer to our Terms and Conditions accepted by your self upon registration, clause 14.3 The company may refuse to open an account or may opt to close a players’ account which has already been opened at its own discretion. Notwithstanding this all contractual obligations already undertaken or entered into will be honoured.

We hope this clarifies everything, anyway do not hesitate to contact us if you need any further information.

Regards,

Sloty Casino Team

Ahopkins433

• United Kingdom

6 years ago

Dear Sloty,

I confirm I have uploaded the requested documents that show the mobile number is mine. I have now provided more than enough information to prove my identity. I really thought after speaking to your representative on the phone and doing the spoken verification that this was all going to come to an end and be resolved.

It is entirely unacceptable for a verification process to take this long if you look at my first post here it was on the 22nd of April and 26 days later you finally reply only to request proof of my mobile number, it is becoming very clear that you have no intention of actually paying any winnings as when I posted my first complaint I had already waited 28 days. Nearly 2 months on and it seems like you are just asking for anything you can think of to stall.

It has caused a lot of distress to me by saying that I have won money that would greatly improve my current situation and then refuse to give it to me and is causing a lot of mental trauma and upset that you need to be held accountable for. I will be taking this further and am going to report this to the UK Gambling Commission / Malta Gaming Authority and will be seeking legal advice.

I'm so fed up I wish I never came to your site in the first place, worst experience with an online casino I have ever had, very upset.

Amber.

AskGamblers

• Support Team

6 years ago

Dear @Ahopkins433,

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.

Sloty Casino Complaint Stats

Resolved 64 / 65

Avg. Amount $2,172

Avg. Complaint Duration 6 days

Avg. Response Time 2 days

Sloty Casino Complaint Summary

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

So far, 58 out of 59 complaints in this category have been resolved.

This operator's average complaint duration is 6 days, while the average duration across all operators is 8 days.

Sloty Casino Complaints

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I've tried to withdraw 1000 so far but I'm having trouble with that waiting over the expected 21-day waiting time at 22 days now.

I've seen all the complaints against this website is there anything I can do? What should I do even just to get my money back .. total scammers

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It did change status on their system on 17th August prior to which I was asked to provide another piece of ID despite my account already being verified.
Every communication with the Chat function leaves me with a message to "be patient" and that they are unable to know what their colleagues in other departments are doing - so no help at all

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Hi!

I registered this casino on 16.2.2022 and played the welcome bonus. I was lucky and won almost 800 euros. I made the withdrawal and after their 2% fee the withdrawal amount was 786 euros. After a few days they asked me to post some documents which I did. My account was verified after that.

Now it is 20.3.2022, and I still have not received the withdrawal. I have asked several times about the issue via email, but they have not given me an answer. First time I emailed them 28.2.2022 and I have also tried to get contact with them several times during March (see the screenshots). Unfortunately, they have not answered me.

I would be happy if you could help me to get answers and finally after over a month, my withdrawal too. :)

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I had a win of 2000€ on 7th of February. They asked for my information to confirm my account, I sent everything they asked and my account was confirmed on 17th of February. I made a withdrawal and was asked to wait for 72hours for it to be confirmed.

After a week of waiting, I went to casinos chat to ask what is the situation of my withdrawal. They said that they had to do some other checks on my account that I just need to wait for them to do it. They didnt explain what it was, just told me to wait.

I waited 2 more weeks and went back to the chat and the answer was same. Just wait and you will be contacted.

Now it has been 1 month. I haven't received any emails from Sloty to explain what is the situation of my withdrawal or what is the reason to delay the process to confirm my account.

Hope this helps!

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