Slots & Luck Casino - Hráč se potýká se zpožděným výběrem.

I have requested a withdrawal. It's been 19 days and it is pending in my casino account. I have withdrawaled before and it only took roughly 4 days. Around 500$ the last time I withdrew.

I have completed the bonus and made sure that I followed the rules as it was the same rules as the last bonus. It seems many others are having the same issue with the same casino right now. The customer support has been amazing until this point but as of a couple days ago live chat is down their phone number is always busy and their support email does not exist anymore. Would love to find some answers for us and others.

Hello justinbarrett55555,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Slots & Luck Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when is your account fully verified? When was the last time you received a payout from the casino? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a joyful, successful, and healthy new year 2024, and we will get back to you as soon as possible.

Hello thanks for the timely response. I have been verified since 11/7/2023 my last withdrawal was for 300$ on 11/8/2023. The last time I spoke to the casino was about cancelling a Bitcoin withdrawal on 11/15/2023 which they successfully did for me. I have proof for this except the Bitcoin conversation as it was over live chat.

Thank you justinbarrett55555 for all the information provided. I will now forward your complaint to my colleague Mirka (miroslava.d@casino.guru)who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear justinbarrett55555,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Slots & Luck Casino representative to join this conversation.

Dear Slots & Luck Casino,

Could you please provide more information about this case?

Thank you in advance,

Mirka

We would like to ask the 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’ which may negatively affect its rating.

Dear Huseking,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Mirka