Slots of Vegas Casino - Pelaajan kotiutustapaa muutettiin.

was approved to have a check for the withdrawal amount sent to me and today found they want to wire the account has to be solely in my name but am married so it isnt and all the info that they want seems to me to be suspicious, and was never notified of the change in events and still wouldn't know had it not been for contacting abount why i couldn't redeem a free chip they sent to me have more photos but having trouble with uploads and have emails

Dear baileymbillie58,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process. 

Could you please advise if you passed the full KYC verification?

Do I understand correctly that you are unable to withdraw your winnings because your bank account is not in your name only? Could you please specify the owner of the bank account you used to deposit into the casino?

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, 

Veronika

Yes I have passed all verification with a selfie holding my drivers license, my license front and back my social security card and a copy of my bank card front and back. The account was originally my husband’s account and when we married I was added to the account as well, and that is the account used to play at this casino. I have been trying to get this resolved since the middle of January and not one person said anything about the account having to belong to just me nor did they say it had to be wired. I can’t even redeem a free chip because of this pending withdrawal and they are the ones who sent it out

Thank you for your response. Does your husband play at this casino as well?

When he is at work and on a different computer but not at this casino we try and be mindful of the T& C . I am not out to cheat anyone just want what I legally won. They had no problem taking payment off my bank card from our account

Thank you very much, baileymbillie58, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Thank you for all of your help

Hello, baileymbillie58,

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in the resolution of this complaint.

Dear Slots of Vegas Casino team,

Could you please provide us with an explanation of the player's situation in more detail? What steps should the user take to withdraw the disputed winnings?

If she has only a joint account with her husband, what she needs to provide to verify it? If it is not possible or not allowed, why?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

If necessary, feel free to send the supporting evidence to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Thank you Branilsav I was told by the rep I spoke with that it had to be an account in my name and to provide bank statement all of the banks info ie… name of bank the branch I use their address and phone and the person that would be handling the transaction routing number account number all my info is.. full name address phone number social security number how long I have had the account so yes I became suspicious especially after not getting any information on when I would get the money owed to me.

Greetings all,

I tried to review the situation however the provided credentials (username, email address) do not relate to any account within Slots of Vegas. If you could kindly provide your correct username or registered email address baileymbillie58 I will be happy to look into this for you.

Best wishes,

Nick and Slots of Vegas

As you are aware when we sign up it is through a security company named Inclave my username name I choose is Wackywaco

when I sent in my documents for approval and was approved

Dear Slots of Vegas Casino team,

Do you have any news or updates for us, please?

Feel free to let us know once you have the necessary details, and how the player could solve her issue.

Greetings all,

Thank you for the information baileymbillie58, I was able to locate your casino account in the system using the provided credentials. It appears that a method of withdrawal was never submitted on your part baileymbillie58 and I was unable to locate any documentation regarding this in the casino account or our email system. I would highly recommend contacting our customer service department via live chat and having them assist in this, in this particular circumstance bank wire transfer is the only available withdrawal method. You will need to submit the necessary documentation to validate your bank account before we can move forward.

Best wishes,

Nick and Slots of Vegas

Dear baileymbillie58,

Can you please follow Nick's instructions and inform us about progress once you have any news or updates?

Oh yes I can and I can also show where I requested the withdrawal

First I am told everything is good to go then 3 months go by and then you can’t find me but I show you your own set up and ID for me and now you say I didn’t submit for a withdrawal well let me show you how to do that as well. And I want what I was told I could be paid in and that is a check I can physically deposit into my bank account and if you wonder why look at the track record you have with me

Branislav

please understand I do not trust these people therefore I seek what was told I could get I tried dealing with their customer service people before I brought it to y’all and was given just about the same bs spill as I am getting now and as you can I also have all the proof needed I am not stupid. I think it only fair that a check be mailed out to me by tomorrow, I have waited long enough as it is

Greetings baileymbillie58,

There is no argument that you have a withdrawal requested, the issue lies in us being unable to transfer the funds to you without a valid method of withdrawal on file. You had requested physical check however even this requires documentation regarding yourself and the bank account it will be deposited in, since physical check is not an option in this situation you will need to submit the necessary documentation for bank wire transfer and the simplest way to do this is through our service department. Hopefully this clarifies things.

Best wishes,

Nick and Slots of Vegas

Nick when you verified me you verified my bank card and account

I am formally submitting this to you please and I ask this against everything I am please walk it to the correct department and people

Can I please get an update on the status of my case the money hasn’t hit my bank yet

Nick may I have an update please

Dear baileymbillie58,

Unfortunately, it does not work like that.

Usually, a player has to verify all the payment methods used at the casino for deposits and withdrawals. It includes also providing the casino with official documentation for the payment method verification. You have to confirm that you are one of the owners/holders of the payment method used.

Please contact the casino's Customer Support, ask them what you have to provide to successfully verify your identity and payment method (or for a successful withdrawal), follow all their instructions, provide them with all the requested, and let us know about progress or updates. Your withdrawal will not be processed until you provide the casino with all the necessary documentation and your KYC/verification is completed. I sincerely hope and believe that you did not expect the casino could process your withdrawal based on the payment method details written on paper...

However, there is one important question - can you please prove that you used your bank account/payment method for deposits to the casino or the withdrawal in question and that you are one of the owners/account holders of the payment method(s)?

They have removed my payment method but I have pictures to prove they had the information

Here is the bank card now

Here are the pictures of my drivers license

Here is what their site says now that have have had time to do their shit. They are not honest people and it is embarrassing to the community in whole that you would side with them when I proved and provided every thing asked of me. They can send me my money now

I did what you asked and this is their response

Alright, baileymbillie58. Although it is very nice you shared all those photos with us, it does not change the fact that there was no 1 bank statement which could confirm the ownership of the payment method used for deposit/withdrawal. In addition, I can see some of the photos are blurry, and the name and surname on the bank card do not completely fit the name and surname on the driver's license.

So, we are again a few steps back. Unfortunately, you cannot avoid contacting the casino's customer support and solving the issue directly with them. They asked you for your username or the email used to register. Can you please provide us with screenshots of further communication with the casino?

It has been almost 2 weeks since Nick provided you with instructions, and that you should contact the casino service department. Please note if you are not able and willing to cooperate in resolving the matter, I am afraid I will be forced to think about complaint closure.

Or, is there any other reason for which you cannot solve the situation with the casino customer support? Is it possible that you used someone else's (3rd party) ID or other personal details/documents/payment method at the casino?

I contacted them if you would look at the last photo uploaded to you. And I know how long it’s been and so does my attorney. Thank you for your time you can add another loss to your record

I DID NOT ever use anything but my own login and name and date of birth and they accepted my bank card never even asked for anything further. You don’t seem to get the fact that they set you up to fail and they are thieves and liars!

I went to their live chat and got the run around there still no response to my email. And no one will explain how my debit card got removed or why. I’m sick of the bullshit I want my money wired to me now

Oh and I have pictures of the conversation in vhat

But I asked you for screenshots of further communication with the casino. You provided only 2 emails from the casino without any other emails from you or any further communication between you and the casino. In addition, there are still discrepancies in your screenshots that I mentioned earlier (personal details different on ID/payment card), as well as unanswered questions that I asked you and you failed to answer.

Since you were informed above by Nick what needs to be done on your side - can you provide me with screenshots showing what exactly the casino live chat requested from you? Are you able to provide the casino with all the requested details and documents to complete the KYC/verification or not?

Feel free to send me the screenshots of the conversation. You can add them to your next post or send them to my email address (branislav.b@casino.guru).

It would be highly appreciated if there is all the relevant information - all relevant messages from you and the casino.

Please note if you provide me only with irrelevant details and/or fail to fully cooperate in resolving the matter, with us or with the casino itself (as was recommended), the complaint will be closed/rejected.

Thank you for understanding.

I sent everything I have except the screenshots of the conversation with a live agent last night who wouldn’t answer the questions I asked of her. You may think it is irreverent but them deleting the debit card used for purchases that had the bank name and address and phone number is not. I have tried to upload the card again but it won’t let me, they will not send me the info of all the detail I need to furnish in writing or otherwise. I get told to cancel the withdrawal and they will put the money back into my playable balance

As you wish, baileymbillie58...

We are closing this complaint due to non-cooperation, providing incomplete/irrelevant/misleading evidence, and last but not least - at your request.

Once you reconsider your approach and language, you can request reopening or contact me via email (branislav.b@casino.guru). However, before doing that, please go through the entire thread carefully, check the screenshots you provided, and think about how it could help me to understand at least what the casino requested from you. More details will definitely be necessary. Earlier I asked Nick about proving you have a joint account because we do not see a problem with paying out winnings to such an account. In the meantime, I recommend, as was mentioned several times in this thread, contacting the casino's Customer Support. If you cooperate with them and follow their instructions, it should be possible to solve your issue.

Good luck.

Best regards,

Branislav, Casino.Guru