Slotimo Casino - Die Einzahlung des Spielers wurde nicht gutgeschrieben und ignoriert.

made a SEPA deposit of 150.00 EUR on 20.06.2026. The money successfully left my bank account and went to their payment provider Multidot OU. The bank statement clearly proves that while one other transaction was returned, this specific 150.00 EUR deposit was successfully processed and NEVER returned. I have provided the official bank statements showing my name, Patrick B., and all exact booking details directly to the support and my VIP manager Marcus. Slotimo has been ignoring my proof for days, refuses to credit the money to my account goog_103604682241790843625, and does not reply to my emails anymore. I request a credit of the funds.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear PATRICKBENZ,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you’re experiencing.

If your deposit has never been credited to your casino account, the only thing I can recommend is contacting your payment provider for an investigation. Please keep in mind that this process can be complex and may take up to a month. In such cases, the casino’s ability to intervene is often limited.

I’m sorry that we can’t provide more immediate assistance at this time. However, I will leave this complaint open for a month, and I kindly ask you to keep us updated on any progress.

Thank you for your understanding.

Best regards,

Veronika

Hello Veronika,

Thank you very much for your support. Since I am currently experiencing problems with my online banking access, I am unable to initiate any further investigations with the bank at this time. I only have the complete bank statement, which I have already uploaded. Thank you for allowing the complaint to remain open for a month so that the casino has time to internally investigate the whereabouts of the funds.

Hallo Veronika,

​vielen Dank für die Unterstützung. Da ich derzeit Probleme mit meinem Bankzugang habe, kann ich aktuell keine weiteren Nachforschungen über die Bank einleiten. Mir liegt im Moment nur der lückenlose Kontoauszug vor, den ich bereits hochgeladen habe. Vielen Dank, dass Sie die Beschwerde einen Monat lang offen lassen, damit das Casino Zeit hat, den Verbleib des Geldes intern zu prüfen."

Hello Veronika,

The casino contacted me today via email and requested a current bank statement. I just sent it directly to their support team via email.

The transaction history on June 20, 2026 is clearly visible on page 12 of my bank statement:

There was a chargeback from Multidot OU for 150.00 EUR on that day.

However, on the same day a second transfer of 150.00 EUR was sent to Multidot OU.

This second deposit was never credited to my player account and has not been returned to my bank account to this day. The casino now has irrefutable proof.

Best regards

Patrick

Hallo Veronika,

​das Casino hat sich heute per E-Mail bei mir gemeldet und einen aktuellen Kontoauszug angefordert. Ich habe diesen soeben direkt per E-Mail an den Support gesendet.

​Auf Blatt 12 meines Kontoauszugs ist der Verlauf am 20.06.2026 glasklar zu sehen:

​Es gab an diesem Tag eine Rückbuchung von Multidot OU über 150,00 EUR.

​Am selben Tag ging jedoch eine zweite Überweisung über 150,00 EUR an Multidot OU raus.

​Diese zweite Einzahlung wurde meinem Spielerkonto nie gutgeschrieben und ist bis heute nicht auf mein Bankkonto zurückgeflossen. Das Casino hat nun den lückenlosen Beweis vorliegen.

​Viele Grüße

Patrick

Thank you for the information. Did you request a chargeback for any of the deposits you made to this or any other online casino?

Hello Veronika,

Thank you for your feedback. I definitely did not initiate a chargeback. The €150 were correctly debited from my bank account and never refunded to me.

My goal is simply to finally have the missing €150 credited to my Slotimo player account, as the payment is clearly documented by bank statement (page 12).

I therefore ask you to request that Slotimo manually credit the €150 to my account.

Thank you so much for your help!

Hallo Veronika,

​vielen Dank für die Rückmeldung. Ich habe definitiv keine Rückbuchung (Chargeback) veranlasst. Die 150 € wurden ordnungsgemäß von meinem Bankkonto abgebucht und nie an mich zurückgezahlt.

​Mein Ziel ist es einfach, dass die fehlenden 150 € endlich meinem Slotimo-Spielerkonto gutgeschrieben werden, da die Zahlung per Banknachweis (Seite 12) eindeutig belegt ist.

​Ich bitte dich daher, Slotimo zur manuellen Gutschrift der 150 € auf meinem Konto aufzufordern.

​Vielen Dank für deine Hilfe!

Thank you for your reply.

To proceed with your case, could you please forward me the following documents?

• deposit receipt
• screenshot of your transaction history in your casino account
• communication with your payment provider
• communication with the casino customer support

My email address is veronika.f@casino.guru. Thank you for your patience and cooperation.

​Hi Veronika,

​I have just sent you an email (veronika.f@casino.guru) containing all requested bank statements, casino transaction screenshots, and support emails.

​Thank you for your support!

​Best regards,

Patrick

Dear PATRICKBENZ

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martina (martina.b@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Dear PATRICKBENZ,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Slotimo Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case?

Thank you in advance for providing the information.

Hello Martina, hello Slotimo team,

Thank you very much, Martina, for taking on this case.

I would like to reiterate how disappointed and angry I am with Slotimo's handling of this. It's unacceptable that a perfectly normal €150 transfer has been lost in the system since June, leaving customers waiting for weeks without anyone taking any action.

Only after activating CasinoGuru did anything actually happen. I expect Slotimo to credit my money to my player account immediately and without further delay.

Sincerely,

Patrick

Hallo Martina, hallo Slotimo-Team,

​vielen Dank, Martina, für die Übernahme des Falls.

​Ich möchte an dieser Stelle noch einmal betonen, wie enttäuscht und verärgert ich über den Ablauf seitens Slotimo bin. Es kann nicht sein, dass eine ganz normale Überweisung von 150 € seit Juni im System verschollen ist und man als Kunde wochenlang hingehalten wird, ohne dass sich jemand darum kümmert.

​Erst durch das Einschalten von CasinoGuru bewegt sich überhaupt etwas. Ich erwarte von Slotimo, dass mein Geld nun unverzüglich und ohne weitere Verzögerungen meinem Spielerkonto gutgeschrieben wird.

​Mit freundlichen Grüßen

Patrick

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.

Hello Martina,

I do not accept that the money is simply lost. The €150 were debited from my bank account, and you have all the statements.

Since Slotimo has not responded, I am making a final demand that the casino immediately credit or refund the amount. At the same time, I am preparing a formal complaint with the relevant licensing authority in Curaçao.

Hallo Martina,

​ich akzeptiere nicht, dass das Geld einfach verloren ist. Die 150 € wurden von meinem Bankkonto abgebucht und die Auszüge liegen Ihnen vollständig vor.

​Da Slotimo hier nicht reagiert, fordere ich das Casino letztmalig auf, den Betrag umgehend gutzuschreiben oder zurückzuzahlen. Parallel bereite ich eine formelle Beschwerde bei der zuständigen Lizenzbehörde in Curaçao vor.

Dear PATRICKBENZ,

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. 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 might 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. In the meantime, - I recommend you contact the gaming authority the casino is regulated by Anjouan and submit a complaint directly to them.

You can find more about their complaint resolution process HERE, and general information regarding complaint processes with regulators HERE.The Gaming Authority has more options and tools to help players.

I am sorry I could not be of more help on this occasion.