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Sloty - Withdrawal and verification went beyond reasonable timeframe

GELÖST
Beschwerde-Info
Unseriöses Casino Sloty Spielothek
Grund Verzögerte Auszahlung
Betrag £ 2350
Ahopkins433 Vereinigtes Königreich
Veröffentlicht am 22. April 2020

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.

AskGamblers
Veröffentlicht am 2. Mai 2020

Dear all,

This complaint has been reopened as per the submitter's request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved in the dispute reach a satisfactory resolution.

Ahopkins433 Vereinigtes Königreich
Veröffentlicht am 5. Mai 2020

Hi Sloty, Are there any updates on this? It has been well over a month now since my withdrawal request.

I have attached all of our recent emails and live chat correspondence.

I keep getting told I will receive email updates and you never send anything and then the only email I get is requesting a time you can call me for part of the verification process, even though I was told all of my documents have been approved and you would email me regarding the payments. I have given you multiple times to call me as you requested, and you have failed to do so on all occasions. Also, I have not received any response to my complaint here.

This is unacceptable and my experience with your casino has been entirely ruined. I feel like I'm being ignored until I give up trying.

I would like an update on what is happening the reason why you need to call me? and the reason you haven't called me, even though I have given you three different times to do so.

Askgamblers, please keep this complaint open until a response from Sloty is received, thanks.

Sloty, I hope to get an update soon.

Best Regards,

Amber.

Veröffentlicht am 20. Mai 2020

Hello AHOPKINS433,

Thank you for your patience.

Please note that we checked your account and we confirm that your account is still under verification process.

On the 18th of May we sent you an email asking for an additional document that is missing from yourself and is necessary for verification purposes.

in this case we invite you to check your inbox, if you have any issues please do not hesitate to contact us and we will be more than happy to assist you further.

Regards,
Sloty Casino Team

AskGamblers
Veröffentlicht am 20. Mai 2020

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.

Ahopkins433 Vereinigtes Königreich
Veröffentlicht am 20. Mai 2020

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.

Veröffentlicht am 22. Mai 2020

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

AskGamblers
Veröffentlicht am 25. Mai 2020

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.

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