Sloty Casino - Delaying account verification and £3,200 withdrawal



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Sloty Casino


£ 3200

Jimmyash11 Vereinigtes Königreich
Veröffentlicht am 13. Juli 2020

On Monday 6th July 2020, I won £3200 in online slots and table games. I went to withdraw and was asked to verify my documents. I did this within 10 minutes of the request, same day on the 6th July. I contacted the chat service to ensure they had received my documents, as there was nothing there to tell me that they have been received ok. I was advised that the documents have been received and that they are being reviewed. I was told that to verify the documents, it takes a maximum of 72 hours (3 days). 4 days later and i am still looking at a pending withdrawal, i have contacted sloty 5 times to try and see what the issues are and i am being palmed off and told i have to wait as the department is busy. I did outline that the reason why they have a 72 hour time frame is to give them time if they are busy, but nobody from the relevant department will speak to me, the phone line goes dead when i ring them and the chat service is not helpful as i am told the same thing over and over again which is "they will be in touch when they get to your case". No time frame for this, no other updates, just pushed to one side and told to be patient. I cant get any kind of constructive update on why this is taking so long, i cant even find out if my documents have been received correctly!

Veröffentlicht am 20. August 2020

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.

Veröffentlicht am 21. August 2020


Thank you for your patience.

Kindly note that we checked your account and we can see that the withdrawal you are referring to in your complaint has been approved 2 days before the complaint was opened.

If you are still having any issues, please do not hesitate to contact us and we will be more than happy to assist you further.

Do not hesitate to contact us for any other information.


Sloty team

Veröffentlicht am 21. August 2020

Dear @Jimmyash11,

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

Kindly note 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.

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