Mr Sloty Casino - Выход игрока задерживается.

Hi!

I called +44 330 808 7970 (number that Mr Sloty shows in their website), due to try to contact mrsloty department, and was given to me a inexistent email address.

Today (25/1/2022) is the last day of the 21 working days for which I should receive my withdrawal and, surprise or not, I haven't received any update about that.

How can things like this happen with a bookmaker? Is there something wrong?

I was willing to have the money this month, but is looking very bad, looking that I will end up with no money.

I've been talking by the chat, but with no success, it looks like I'm talking with a bot.

I'm willing to go through justice if this delay continues and no update come to me about this situation.

They state that they have a license, but looks fake.

I hope for someone to help me in this matter.

Kind Regards,

Pedro R***

Dear prvaluebet,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?

If there is any relevant communication between you and the casino, please, forward it to kristina.s@casino.guru. Alternatively, you can post it here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Thank you very much prvaluebet for your reply. I will now transfer your complaint to my colleague Viliam (viliam.v@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello prvaluebet,

I looked at your complaint and will do my best to help you. I would like to invite Mr Sloty Casino into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal?

We would like to ask the Mr Sloty Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Hello CasinoGuru,

unfortunately, the player's KTC was not complete, therefore we kindly asked the player to send the necessary documents to complete the verification. As soon as the player does that, the withdrawal request should be Completed. Basically, it was Accepted and Approved but additional documents are needed for it to be fully Completed. The player is informed about it.

Thank you for your cooperation.

Dear prvaluebet,

please, follow the Casino's instructions and let me know about your progress. Let me know if you'll receive your winnings, please.

Hi! I haven't receive any email asking for documentation, just a reason for the cancellation like is showing in the screenshot below. On the 30th January, I did make sure that all the information asked was tipped.

I will let you know if something comes up.

Thank you for the help here.

Hello CasinoGuru, the first mail with the request for KYC was sent on 6Feb 2022 and the second one was resent today.

Please kindly, ask the player to check more carefully mails. It maybe went into spam.

Thank you for your cooperation and understanding.

Kind regards,

Mrsloty VIP

Hi, good morning.

Thanks for the message. I just realized now the email was in my spam folder. I did and sent all the required documents.

With regards,

Pedro R***

Hello CasinoGuru,

the player successfully sent the required documents, and the request was Approved again. It just remains to be Completed and the money sent to the player's account, which is a routine procedure. Hopefully, it should be completed very soon.

Thank you for your cooperation

Kind regards,

Mrsloty VIP

Dear prvaluebet,

let me know when you'll receive your winnings, please.

Hi,

I can say that I received all the winnings that I was waiting for.

Thanks to all of you for helping me with this process. I'm really glad to come here ask for help.

Viliam, Kristina, a special thanks for you cooperation.

As well a special thanks to the Mr Sloty representative.

Dear prvaluebet,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards,

Viliam Casino.Guru