Beschwerde #11 Slottica Casino

Withdrawal Nightmare, Worst Casino Ever

Von JasmineR

vor 6 Jahren

Opened this casino on the 3rd of September did few deposit (4 in total) No issues whatsowever.

On the 4th got a win and withdrew 150 €, Played some more got few more wins and decided to withdrew 500 € instead of 150 €. First issue you cannot cancel the withdrawal or request a new one until it is approved or denied 36 hours later.Contacted chat and managed to have it removed and requested 500 €. Waited 36 hours to be told that I had to send an email with documents (there is no way to send it in the first place). Sent the documents and waited,Got contacted by quality for some random questions and provided all the info. My withdrawal was rejected. No email. Nothing had to find out why, myself.

After 2 days on the 6th was requested by quality and care to resubmit my documents which I did.On the 9th my withdrawal was rejected again. Once again no email or notification. Nothing.Found out from chat (very rude and unprofessional - chat system very complicated and tedious) that it was because the card numbers were not displaying correctly. Fine. Submitted a new request after having sent the documents as requested. Been told to wait another 36 hours. Waited 48 hours (SLA was breached) had to contact every possible email address and got told that my withdrawal would have been approved soon.

Finally on the 11th they decided to put my withdrawal as approved but switched straight away the 500€ as manual deposit back into my account. (No email to notify whatsoever about anything at all). Spend the entire day trying to understand what they were doing when finally got told my bank had rejected the payment.Contacted my bank who states no money was attempted to be put into my account by anyone. Spent some more time to get in touch with Slottica. Chat unavailable, support and payment department are giving no answer.

After long wait get told by Slottica that I need to open a JETON or ECOPAYZ account to have money withdrawed ( I do not have either system and I do not know how they work - I have accounts with other casinos never had this issues before).

To this day have not been able to wirhdrew money and the support received has been awful (no one has taken ownership of this issue and help to get it resolved)

Unseriöses Casino Slottica Casino

Grund Abgelehnte Auszahlung

Betrag €500

Diskussion

AskGamblers

• Support Team

vor 6 Jahren

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.

JasmineR

• 1 Bewertungen

vor 6 Jahren

Hello Askgamblers team, you can close this complaint as I have withdrawn the money through Ecopayz.
Thanks for your help and assistance

AskGamblers

• Support Team

vor 6 Jahren

Dear @JasmineR,

Please let us know if we may close this complaint as resolved, due to the fact that you have made successful withdrawal? Please be in aware in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly. Please keep in mind that as per the AGCCS terms providing updates in a timely manner is a must.

Thank you for your cooperation.

Slottica Casino

• Representative

vor 6 Jahren

Dear Jasmine!
First of all, we want to thank you for such a detailed description of the situations, because only thanks to the feedback from the players we can determine those things where we should become better.

We are very sorry that you had to expect a withdrawal, however, verification of the payment data of the players is an important component in the payments from any casino.

We will try to improve our service and we hope that you will return to us, and in the future you will enjoy playing in Slottica Casino.

Slottica Casino Beschwerde-Statistik

Gelöst 29 / 35

Durchschn. Betrag $2,023

Durchschn. Dauer 8 Tage

Durchschn. Antwortzeit 2 Tage

Slottica Casino Beschwerden

Alle eingegangenen Beschwerden ansehen

Auszahlung mehrfach aus technischen Gruenden abgelehnt

Ich habe bei Slottica gespielt und eine Auszahlung von 650€ angefragt. Ich habe bereits zuvor den Verifizierungsprozess durchlaufen. Die Auszahlung wurde genehmigt, wenige Tage später bekam ich dann die Antwort, dass meine Auszahlung aufgrund technischer Probleme abgebrochen wurde. Ich habe dann erneut eine Auszahlungsanfrage gestellt, wieder genehmigt, wieder wenige Tage später aus technischen Gründen abgebrochen. Der Support sagt mir, ich soll es einfach weiter probieren, jedoch nimmt alleine der Prozess der Auszahlungsgenehmigung jedes mal 36 Stunden in Anspruch. Ich warte jetzt mehr als eine Woche auf mein Geld und vom Support kommen immer die gleichen Antworten.

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Ich habe bei Slottica eine Auszahlung von 1000€ angefordert, jedoch wurde mir diese aufgrund von einer Verletzung der Bonus-Bedingungen gestrichen.
Mir wird angekreidet, dass ich mit einem aktiven Bonus, über dem „max bet“ Betrag von 2€ gespielt habe.

Erläuterung:
Ich habe vor 2 Wochen bei Slottica einbezahlt und aufgrund eines Fehlers wurde mir der Einzahlungsbonus manuell gutgeschrieben.
Deswegen war es mir von Anfang an nicht möglich den Bonusfortschritt einzusehen und ich musste jedes Mal den Support deswegen kontaktieren.
Ich habe angefangen verschiedene Slots zu spielen und bin recht schnell auf ihre neuen „Novomatic Live Slots“ gewechselt. In den Bonus Bedingungen stand nicht, dass dies nicht erlaubt sei und ebenfalls ging ich davon aus, dass die „Novomatic Live Slots“ ebenfalls den zu verspielenden Betrag beeinflussen.

Ich habe regelmäßig den Support kontaktiert und mich über den Bonus-Fortschritt informieren lassen.
Nach ein paar Stunden habe ich den Support erneut kontaktiert, welcher mir die Auskunft gab, dass ich die Bonus-Bedingungen erfüllt habe und eine Auszahlung möglich sei.
Mehr als den Support fragen kann ich nicht und darauf habe ich mich verlassen.
Da ich jedoch nicht sofort die 1802,84€ auszahlen wollte, habe ich den Betrag auf +2€ gesetzt und habe ebenfalls auf den „Novomatic Live Slots“ bis 1000€ gespielt und wollte dann die Auszahlung veranlassen.

Dies war mir nicht möglich und der Support hat mir geschrieben, dass sie die Anfrage an das „Finance Department“ weiterleiten.

Am nächsten Tag bekam ich auch prompt die Antwort, dass die „Novomatic Live Slots“ nicht in die Bonus Bedingungen fallen und ich 1687,50€ zum Umsetzen habe, mit der Begründung das der Fehler beim Support lag. (Siehe Screenshot der Mail)

Somit habe ich die 1687,50€ umgesetzt, ohne den max bet Betrag zu überschreiten.
Erneut habe ich die Information vom Support bekommen, dass alles In Ordnung sei und ich eine Auszahlung von 1000€ tätigen kann.
Diesmal hat es funktioniert und nachdem ich sogar mein Profil verifiziert habe, kam die E-Mail das die Auszahlung gestrichen wurde, da ich gegen die Bonus-Bedingungen verstoßen habe und mir wurden nur die 50€ der Einzahlung wieder gutgeschrieben.

Zusammengefasst:
- Support beauskunftet mir das Bonus erfüllt sei.
- Daraufhin spiele ich höher als der in den Bedingungen vermerkte „max bet“ Betrag bei aktivem Bonus.
- Mir wird gesagt die „Novomatic Live Slots“ zählen nicht und ich muss erneut 1687.50€ umsetzen.
- Erneut bekomme ich die Auskunft das ich auszahlen kann.
- „Finance Department“ bricht die Auszahlung ab, da ich gegen die Bedingungen verstoßen habe.
Ganz klar liegt der Fehler nicht bei mir.
Slottica wurde bereits kontaktiert, jedoch habe ich keine Antwort erhalten.
Screenshots befinden sich im Anhang.
Bitte um Klärung!

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I am writing to request assistance regarding an issue with Slottica Casino. Some time ago, I asked the casino to block my account due to gambling addiction. My account was blocked, but there were remaining funds that I wanted to withdraw.

The casino agreed to temporarily unblock my account for the purpose of withdrawing my funds. I submitted a withdrawal request, and the funds were successfully transferred to my account.

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I kindly request assistance in recovering the above-mentioned loss and in ensuring that my account is permanently closed to prevent any further gambling-related harm.

I am attaching the correspondence with the support team from yesterday for your reference.

I will send all screenshots of my conversations with the support team by email.

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