SlotsNBets Casino - Игрок недоволен процессом вывода.

Hi I requested my first withdrawal on 6th October 2021 and my second on the 11th October 2021. I am yet to receive either of these withdrawal even though they have been taken off pending and the casino have emailed me to say that the payment has been processed.

Dear Lee,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. It’s quite usual for withdrawal, to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.

Have you ever made a successful withdrawal before? Do I understand correctly that both withdrawals are marked as processed in your account?

Additionally, please forward any relevant communication between you and the casino to kristina.s@casino.guru.

Looking forward to hearing from you.

Best regards,

Kristina

Hi Kristina,

These two withdrawals are my first two at the casino. Yes both withdrawals have disappeared from pending and are now regarded as processed, however, I have not received the money in my account. I can forward some of the emails they have sent to me over to your email address.

Lee

Hi I have now received the first 500 , thank you

Great news, it seems that issue will be resolved soon. I will keep this complaint opened until your confirmation regarding successful withdrawal. Please let me know as soon as you receive the last payment.

Dear Lee,

Has there been any news? Have you received another part of your winnings? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.

Hi I have now received my second payment. However they have now completely cleared my account and have taken 2240 out of it. I emailed them to say why have you taken this money out and they have replied to say I have breached the terms and conditions in regards to bonuses so they have the right to take the money. I have never used a bonus at this casino. It is actually laughable the way they lie

Would you be so kind and forward me that email? My email address is  kristina.s@casino.guru. Thank you in advance.

Hi I have forwarded the email. I have not bet on the casino since winning £2700 and then £700 about 3 weeks ago. I have definitely not broken any terms at all.

Thank you, Lee. I see that you've been accused of placing a bet higher than 30% of your deposit (I assume since you mentioned that you didn't claim any bonuses). We will contact the casino and ask for their justification why your winnings have been canceled, but, before we do so, please could you tell me if you are able to reach your game history (please forward it to kristina.s@casino.guru) and indicate how much was your last deposit? 

Dear Lee,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.