Beschwerde #22 SlotsPalace Casino

Slotspalace casino

Von shigi

vor 1 Jahr

I have been playing at this site for a long time and about one month ago I deposited 200€ and won, my balance was 1281€. The next day I went back to the site and every cent was taken away from my account, I have contacted them about 20 times and they never have an answer for my money, they have been telling me for over a month that they are still investigating it.

Unseriöses Casino SlotsPalace Casino

Grund Verifizierungsprobleme

Betrag €1281

Diskussion

AskGamblers

• Support Team

vor 1 Jahr

Dear all,

As apparent from the submitter's latest post, 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.

shigi

vor 1 Jahr

Dear Askgambler,
The issue has been resolved, indeed I did get my money back thanks to you guys.

AskGamblers

• Support Team

vor 1 Jahr

Dear @shigi,

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

vor 1 Jahr

Dear shigi ,

Thank you for your patience.

Kindly be informed that your balance was deducted automatically by the system due to inactivity , as per our Terms and Conditions , please be informed that 15.01.25 the amount was already restored by relevant department , we are sorry for the inconvenience caused.

We hope this clarify the situation for your.

Best Regards
Slotspalace Team

SlotsPalace Casino Beschwerde-Statistik

Gelöst 20 / 20

Durchschn. Betrag $580

Durchschn. Dauer 6 Tage

Durchschn. Antwortzeit 2 Tage

SlotsPalace Casino Beschwerden

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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.

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Deposit not added to gaming account

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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

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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.

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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.

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I would like to ask you for help.

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I tried to withdraw 400 euros, on the casino website they say that withdrawals are processed within 3 days, but it's already running, actually it's been 5 days now and nothing is happening. Unfortunately, the help in the chat, always answers the same thing over and over again, because it's probably a bot and the whole thing seems very suspicious to me and I'm afraid it's a scam. I would like to ask you for help. I'm sending a photo of the withdrawal in the attachment. Thank you very much!

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Deposit money taken from my card not getting to my balance

Of course. Here’s a professionally worded yet firm complaint you can use. It maintains a serious, forward-looking, yet calm tone, encouraging the recipient to resolve the matter swiftly:

---

Subject: Formal Complaint Regarding Missing Deposit Funds

Dear [Casino Support Team / Name if known],

I am writing to formally raise a complaint regarding a significant issue with your platform’s handling of my recent deposit.

On [insert date], I made a deposit via my bank card, which was successfully charged — the funds were immediately deducted from my account. However, these funds were not added to my casino balance. I promptly contacted your support team, who advised me to wait three days, stating that the money would either reflect in my casino account or be automatically refunded to my payment provider.

Three days later, after seeing no change, I reached out again. At that point, your team informed me that the transaction had now been processed, and assured me I would see the funds in my balance within a maximum of two hours. Regrettably, that time frame has passed, and I still have not received the funds in my casino balance, nor has there been a refund to my card. Now when i ask the again the loop continues and they say i have to wait again 3-5 days for them to get returned.

This situation is unacceptable. It not only undermines trust in your platform, but also places an undue burden on me as the customer to chase what is rightfully mine. I request that you immediately:

1. Investigate this matter thoroughly and provide a clear explanation for the delay.

2. Ensure that the funds are either credited to my casino balance without further delay or fully refunded to my original payment method.

3. Offer appropriate compensation for the inconvenience and time lost due to this issue.

Thank you for your prompt attention. I look forward to your swift resolution of this matter.

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Dear AskGamblers Team,

I’m submitting this complaint against Slots Palace Casino for repeatedly ignoring my self-exclusion request despite multiple confirmations, and for failing to respond to my formal complaint requesting a refund of $345 CAD deposited during the exclusion period.

Summary of the Problem:
March 1, 2025: I requested self-exclusion. Slots Palace responded within 30 minutes asking me to confirm, which I did the same day. According to their responsible gambling policy, the exclusion should have been processed within 24 hours. It was not.
March 5, 14, and 20: I followed up multiple times, explicitly saying I wanted to be excluded and that I was spending too much money. I asked them not to request confirmation again and to simply proceed. No response.
March 21: They replied stating they didn’t have a native speaker (despite me writing in English) and asked the reason again. I replied honestly (“spending too much money”) and reconfirmed once more.
March 26: No action was taken.
April 23: Instead of excluding me, they offered a bonus. As someone with gambling addiction, I accepted the bonus but again reiterated that I wanted to be excluded.
April 26: I sent a formal complaint asking for my account to be closed and for a refund of the $345 CAD I deposited after March 1. I gave 24 hours to respond.
April 30 to June 10: I followed up several times but received no response addressing my complaint or refund request.
May 5: I explicitly stated again: “Yes, proceed please.”
Eventually: My account was finally closed—but they never replied to my formal complaint or addressed my refund request.

I Am Requesting:
A refund of $345 CAD – the amount deposited after my March 1 exclusion request and confirmation.

I’ve attached email records and screenshots showing my repeated confirmations and follow-ups. I believe this situation deserves serious attention, and I hope AskGamblers can help ensure accountability and a fair outcome.

Sincerely,
Kellie

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