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I got an email offering free spins on a new game so I redeemed the coupon and I happened to win and satisfy the playthrough and all that. Their system actually let me deposit $10 crypto to verify my wallet and said my paymemt was on it's way. They accepted my 10 and had a pending notice on my account. I know you can transfer crypto rather quickly and it had been 3 hours pending. I contacted customer support and was informed that I could not collect that amount as I played another free spins promo and hadn't deposited in between. They also said it would take 3-5 to return my deposit....if they ever do. I can't believe their system even let me get that far that I deposited $10 to get my winnings!

Dear shannononstank,

Thank you very much for submitting your complaint. I’m really sorry to hear about your issue with Slots of Vegas Casino. I’m afraid, I will need more information regarding your problem. Please could you elaborate? Do I understand it correctly that your deposit did not arrive to your casino account? I will be waiting for your reply patiently.

Best regards,

Nick

Yes Nick, my deposit DID arrive at the casino. It was required in order for me to withdraw the winnings. The notification said I had to deposit $10 in Bitcoin to verify my crypto wallet for withdrawl of the funds. They stated I would be able to include the $10 crypto deposit into the total withdraw amount therefore returning the deposit along with my winnings. The notification board noted withdraw pending for over 3 hrs so that's when I contacted customer service to ask how long a crypto withdrawl was going to take and that was when I was informed that I would not be able to receive the winnings. I said I wanted my deposit returned to me and asked how long I should have to wait on the deposit. The customer service representative told me 3 or 4 days but what they actually did was add the deposit to my account making me unable to withdraw it myself unless I had a minimum of $20 to withdraw. So they basically stole my deposit from me on top of everything else.

I don't understand how I was able to go through the entire withdrawl process to the point that I was waiting on the funds to arrive in my crypto wallet for approximately 3 hours. My $10 bitcoin deposit had been sent and received by them within the half hour after I sent it to them. Then to have to reach out to their customer service only to be told that I wouldn't be getting any winnings after all because I hadn't made a deposit between playing free spins that they offered me through emails! I requested my deposit be returned at that point as well and asked when I could expect those funds to be returned as they were sent as bitcoin and I expected to receive them back as bitcoin. I was told by the customer service rep that it would take 3 or 4 days due to some algorithm. It made no sense to me at all. The deposit should have been returned right then as it was only made to fulfill their requirement to receive the winnings. Shortly after my chat with the rep and to add insult to injury I checked my account profile and they had added the deposit to my player account balance thus making it unavailable to me to withdraw unless I could add another $10 worth of winnings as the minimum to withdraw crypto is $20! It should have never been added to my account balance in the first place. All evidence of the pending withdrawl also had disappeared.

I had checked my account profile during our chat and saw that my status was listed as a depositer. I also checked my transaction history and saw a couple of deposits referenced. I'm not sure what those were. Also I wasn't required to submit any identification verification during the initial withdraw process as the message board said that requirement was completed. I sure don't remember submitting my identification to them at any time either. The whole experience felt like a set-up to be honest. I ended up with nothing but a very bad experience and they ended up with my $10 and not paying out my winnings.

Thank you for your time and attention to this matter. It is appreciated.

Thank you shannononstank for all the information provided. The casino should have definitely inform you that you won't be able to withdraw your bonus wins and not to request you to deposit. I will now forward your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Thank you Nick for your assistance. For me it's not so much the money but the principal of the matter. Everywhere you look around you these days there are scams and unethical businesses preying on people thru the internet. I for one, am tired of it and will be reporting and following thru with my complaint each time I encounter such a thing. Keep up the good work on your end!

Hello, shannononstank,

I am sorry to hear about your problem, and I am sorry for the delay. I will contact the casino and try my best to resolve the issue as soon as possible.

Based on the information above, it looks like you claimed more than 1 no-deposit bonus without making a deposit between particular bonuses (forbidden). If so, the disputed winnings are likely invalid and we should only wait for a refund of your deposit.

As for the deposits that you did not know anything about - in this type of casino, transaction history shows some free bonuses a little differently, so it may seem they are deposits, but those are rather bonuses claimed.

If there is any progress on the refund in the meantime, please, inform us.

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?

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 I am right and the user claimed more than 1 consecutive no-deposit bonus without making a deposit, and the disputed winnings were accumulated with such a bonus, will the casino refund her deposit? If yes, what is the estimated time frame for processing it?

Feel free to send the necessary evidence to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Greetings all,

I had the opportunity to review the situation and the requested withdrawal was from the 10th consecutive free chip with no subsequent cash deposit/play sessions to separate them, per the terms and conditions of the casino the request was denied. There was a deposit of $10 for account confirmation which we were unable to collect initially however it was re-deposited as cash into the casino and then played to zero after, there is no longer anything to refund as it has already been played.

Supporting documentation has been forwarded to the casino.guru team for review.

Best wishes,

Nick and Slots of Vegas

I did nothing to re-deposit the $10. The casino added the $10 to my account balance themselves AFTER I requested an immediate refund. It WAS received by the casino and I have supporting documentation to prove that. I had no other option than to try to increase that balance to $25 so I could then redeem it. I tried to redeem the $10 and was not allowed to. So there you have it....they stole my $10 and wrapped it up to look all nice and legit. Again...it's not about the $10 it's the principal of the matter.

Dear shannononstank,

I received the promised documentation from Nick. It confirms Nick's claims and that there is nothing in your disputed casino account that could be refunded.

After gathering all the necessary information and details, we are closing this complaint as unjustified - after claiming multiple no-deposit bonuses without making deposits, which is forbidden in this casino, and we accept such rules if it is about no-deposit bonuses, your confirmation deposit was returned to your account balance and lost, as you likely tried to win an amount needed to make a withdrawal. If you waited and did not play with those funds, we would have asked the casino to process a refund. However, since you lost your disputed deposit by playing, there is nothing to solve. No one stole your $10.

I am sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.

In case of any questions, feel free to write to me at branislav.b@casino.guru.

Thank you very much, Nick and Slots of Vegas, for providing information and for your cooperation.

Best regards,

Branislav, Casino.Guru