Slotsberlin Casino - Der Rückzug des Spielers wurde verzögert.

I signed up at Slotsberlin.com in March 2022 and claimed a bonus. I played different games over a few days. In the end I won almost 4000 EUR playing Gonzos Quest and this with the maximum bet with an active bonus of 5.00 EUR per spin.

I also met the wagering requirement (mine was x45 ).

In the end I kept playing and ultimately made a payout of EUR 3000.00.

This was on 4/3/2022.

I carried out the identity check that had to be made before the payment.

According to their terms and conditions, the payment is made in 48 hours.

The payout email says 7-21 business days. That these are now elapsed…. 😊 well.

I have very funny chats with chat people (funny is ironic). Actually, you always only get the standard answers.

Once, without logging in, I asked in the chat whether the entries on the Internet about you being a scammer were correct. The answer was that I shouldn't believe it. Everything is correct with them.

I then asked how long it takes to pay out. The response was a maximum of 21 business days.

Then I asked with my e-mail address to look after my payout. It got quiet in the chat and in the end it was just a standard answer.

ich habe mich im März 2022 bei Slotsberlin.com angemeldet und einen Bonus in Anspruch genommen. Ich habe über ein paar Tage verschiedene Spiele gespielt. Am Ende habe ich beim Gonzos Quest knapp 4000 EUR gewonnen und dies mit dem maximalen Einsatz bei einem aktiven Bonus von 5,00 EUR pro Spin.

Auch die Umsatzbedingungen habe ich erfüllt (meine es war x45).

Am Ende hatte ich noch weiter gespielt und letztlich eine Auszahlung in Höhe von 3000,00 EUR vorgenommen.

Dies war am 03.04.2022.

Die Identitätsprüfung die vor Auszahlung gemacht werden musste, habe ich durchgeführt.

Laut deren Allgemeinen Geschäftsbedingungen erfolgt die Auszahlung in 48 Stunden.

In der Auszahlungsmail steht 7-21 Werktage. Das diese mittlerweile verstrichen sind…. 😊 naja.

Ich habe sehr lustige Chats mit dem Chat Leuten (lustig ist ironisch). Eigentlich erhält man immer nur die Standardantworten.

Einmal habe ich ohne mich einzuloggen im Chat gefragt, ob die Einträge im Internet zum Thema, dass Sie Betrüger sind stimmen. Die Antwort war, dass ich das nicht glauben soll. Es ist alles korrekt bei denen.

Daraufhin fragte ich, wie lange eine Auszahlung dauert. Die Antwort war maximal 21 Werktage.

Dann bat ich mit Angabe meiner Mail Adresse mal nach meiner Auszahlung zu schauen. Da wurde es still im Chat und am Ende doch nur ne Standardantwort.

Dear MJ1985KI,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Do I understand correctly that your withdrawal is still pending inside your account without being processed? Have you been given any explanation what caused the delay?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but more than two months is an unusually long time.

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

Best regards,

Petronela

Dear MJ1985KI,

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.

I applied for my payout on April 3, 2022.

According to the terms and conditions, withdrawals are made within 48 hours.

The payout email says 7 to 21 business days.

It's been almost three months now.

They just put me off and say they hope it goes quickly.

Meine Auszahlung habe ich am 03.04.2022 beantragt.

Laut den Geschäftsbedingungen erfolgt eine Auszahlung innerhalb von 48 Stunden.

In der Mail zur Auszahlung steht 7 bis 21 Werktage.

Es sind mittlerweile aber schon fast drei Monate vergangen.

Man vertröstet mich nur und meint sie hoffen es geht schnell.

Thank you very much, MJ1985KI, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. However, I would like to warn you that it seems to be a common practice of Slotsberlin Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of several unresolved complaints marked "No Reaction Policy" we keep on trying.

Hello MJ1985KI

I'm Michal and I have taken over your complaint. I have reviewed your case and will contact the casino to see if I can help. Please bear in mind that Slotsberlin Casino ignored us in our attempts to mediate any kind of issue. Regardless of several unresolved complaints marked "No Reaction Policy" we keep on trying.

We would like to invite Slotsberlin Casino to join the conversation.

Dear Slotsberlin Casino,

Can you please provide some information regarding the long delay of the player's withdrawal?

A new withdrawal order was issued by me on 07/03/2022.

I asked again in chat. The live chat operator announces that you are waiting for a response from the operator of the site. But you've been saying that for weeks.

Es wurde ein neuer Auszahlungsauftrag von mir am 03.07.2022 erteilt.

Ich habe erneut im Chat gefragt. Der Live Chat Betreiber teilt mit, dass Sie auf Antwort seitens des Betreibers der Seite warten. Aber das erzählen Sie auch schon Wochen.

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’.

There are always new excuses. Now it is a technical problem.

Es kommen immer neue Ausreden. Nun sei es ein technisches Problem.

An interim.

I found out that the chat operator and the casino operator are supposedly separate.

The chat operator offers its services via the provider Zoho in Germany.

This is based in Düsseldorf. I have now informed the provider that as a precaution I am reporting the company because it provides the services for the fraud.

Ein Zwischenstand.

Ich habe herausgefunden, dass Chatbetreiber und der Casinobetreiber angeblich getrennt sind.

Der Chatbetreiber bietet seine Dienste über den Anbieter Zoho in Deutschland an.

Dieser sitzt in Düsseldorf. Gegenüber dem Anbieter habe ich nun mitgeteilt, dass ich das Unternehmen vorsorglich anzeige, da es die Dienste für den Betrug zur Verfügung stellt.

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’.

Dear MJ1985KI,

Unfortunately, we have come to a point, where we are not able to move forward with this complaint. Slotsberlin Casino has numerous cases closed as "No Reaction Policy," which clearly shows the casino is not interested in cooperating with us.

We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts to resolve any kind of issue were unsuccessful as the complaints grew in numbers.

Sadly, we are forced to close your complaint as "unresolved." This will affect the overall rating of the casino. I understand this isn't a satisfactory solution to your issue however, the decrease in rating caused by unresolved complaints could change the casino's approach.

We can only recommend you to take a moment and read a review of each casino before you start playing in the future and only play in licensed casinos with a good rating.

We wish we could be of more help.

Best Regards

Michal

The casino can reopen this complaint anytime.