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I've been waiting for 10 days for my money to be deposited into my account. I have already submitted my documents, and my account is verified. The withdrawal via Pix has been approved, but the money has not reached my account. Every time I contact a representative, they say that the casino has already approved it, and the problem lies with the payment provider. However, I have nothing to do with that; I would like to receive my money. On any other platform, a withdrawal via Pix is quick, but with Slottyway casino, it seems to be taking forever.

Estou a 10 dias esperando que meu dinheiro caia na minha conta. já mandei meus documentos, minha conta já está verificada. O saque via pix já foi aprovado, mas o dinheiro não cai na minha conta. Sempre que entro em contato com algum atendente eles dizem que pela parte do cassino já está aprovado e o problema está com o provedor do pagamento, mas eu não tenho nada a ver com isso, gostaria de receber meu dinheiro. Em qualquer outra plataforma um saque via pix cai rapidamente, mas no cassino Slottyway está se tornando uma eternidade.

Dear henriquegba,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals 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, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your withdrawal was approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Tomas

It's been 14 days and nothing has dropped.

Já fazem 14 dias e nada do saque cair.

It's been 14 days, no dropping my money. I've never seen that in my life. Every time I contact them it's always the same excuse, that there is a problem with the payment provider. What is this problem that already lasts 14 days ??? It is not easier to say that the withdrawal has to wait at least 2 weeks or more. But no, they keep making excuses not to pay.

Já fazem 14 dias, nada de cair meu dinheiro. Nunca vi isso na minha vida. Sempre que entro em contato com eles é sempre a mesma desculpa, que a há um problema com o provedor de pagamento. Que problema é esse que já duram 14 dias ??? No é mais fácil dizer que o saque para cair tem que esperar pelo o menos 2 semanas ou mais. Mas não, ficam arrumando desculpas para não pagar.

Thank you very much, henriquegba, for providing the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi henriquegba,

I've just reviewed your case and am sorry to hear about the issue with your withdrawals. I will try to help you by contacting the casino. We'll see what can be done when they reply. Meanwhile, could you please specify, if your account is fully verified?

Dear Slottyway Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify what are the reasons for the payment delay? Was the withdrawal already processed from your side?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

The account was verified, but now they reversed the balance to my account, they said they had a problem with the payment provider, and asked to withdraw again via Bitcoin. Now I will wait to see if the loot will fall.

A conta foi verificada, só que agora estornaram o saldo para a minha conta, falaram que estão com problema, com o provedor de pagamentos, e pediram para efetuar o saque novamente via Bitcoin. Agora irei aguardar para ver se o saque vai cair.

Thank you for the updates, henriquegba. Please, let us know if Bitcoin will work for you.

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.

I already got paid thank you

Já me pagaram obrigado

Dear henriquegba,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Natalia