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Sloty Casino - Still waiting for withdrawal after nearly 3 weeks & poor communication

RESOLVED
Complaint Info
Disputed casino Sloty Casino
Reason Delayed payment
Amount £ 1900
LouiseS United Kingdom Message
Posted on December 11, 2017

Signed up to Sloty casino on November 20th and finished with a balance of £2,044 on their welcome offer, which I then withdrew £1,900 on November 22nd after I sent in some verification documents (they ask you to send these upfront with a page requesting everything they need.) Ever since then I have found this company difficult to deal with on communication unfortunately and I'm still waiting for my withdrawal to be approved.

I was quick to send in every piece of verification they requested, including a selfie holding my license, but had to actually call them on November 30th (10 days after signing up) to ask why they still weren't processed. I then got an email to say they were approved and according to their website withdrawals will take "up to 48hours" after verification is approved (you can see this promise here: https:­//w­ww.s­lo­ty.c­om­/en­-gb­/wi­thd­raw­al-­pro­cess) But still there is no movement on my withdrawal 8 days later now.

So it is now 18 days after I signed up and won some money, but there is no movement or update on getting my money out yet. I have tried communicating with emails and also calling them several times - they say they will call back with an update but never do. It seems they are refusing to tell me why there is such a big delay compared to what they promise on the website, and will not provide me a timeframe for when this process will be completed.

At this stage I am worried they are making excuses to delay/avoid paying me out. Hopefully I am wrong and they are a good casino but honestly I'm at a loss at what else I can do now as I have been very patient with this and tried every way to communicate with them. Can you please help me to get my money out Ask Gamblers? I've never experienced this from an online casino before and looking at other similar complaints on here concerns me.

Posted on December 12, 2017

Dear LOUISES,
Thank you for leaving your feedback.
I have checked up on your case and can see that your withdrawal was approved 3 days ago. I apologise for the delay, this was due to a review of your gameplay with the provider.
If you need any assistance in future please do not hesitate to get in touch.
Kind regards :)

LouiseS United Kingdom Message
Posted on December 14, 2017

Hey, thank you for resolving this first part of my withdrawal. The money is in my account now. However I requested the second and final part of my withdrawal for £144 4 days ago on the 10th of Dec and this is still waiting approval. Can you complete this please to bring this to a full resolution?

Thanks.

Regards,
Louise

Posted on December 14, 2017

Dear LOUISES,
Thank you for getting back to me.
I have been to speak to the payments department and this withdrawal is due to be processed today. If you need any further assistance please do not hesitate to ask.
Have a lovely day and congrats on your win :)

LouiseS United Kingdom Message
Posted on December 17, 2017

Thank you, this is all sorted now. Money received and can be closed :)

Regards,
Louise

AskGamblers
Posted on December 18, 2017

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

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