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I won $973 at Slots of Vegas after depositing $210. After finally agreeing to accept payment in Bitcoin (to avoid excessive identity checks for a wire transfer), I submitted my wallet address and received confirmation that my withdrawal was approved.

Since then, I’ve been caught in a loop of "72-hour" delays every time I ask for an update. Each time I contact support, they start a new 72-hour period. It has now been over a month, and I have yet to receive the crypto payout.

I’ve provided everything they’ve asked for. They acknowledge the withdrawal is approved, but I’m still being stalled without cause. This looks like a scam and violates fair play policies. I request immediate action or a full refund of my deposit.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can fully understand your situation.

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

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

Best regards,

Veronika

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Hi Veronika,

Just to clarify:

I did receive a $150 withdrawal, but that was a separate request made while waiting for the $968. That $150 was successfully paid.

My current complaint is about the pending $968 that has not been paid yet. I’ve provided all required documents, accepted crypto payout, submitted my wallet address, and was told the transaction was approved — but I still haven’t received it.

I want to make sure we’re focused on the correct withdrawal. Thank you again for your help following up with the casino.

– D. C.

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Martina (martina.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.

Dear b5s59s4x2p64,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

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

Dear casino representative, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

IN

U

Dear b5s59s4x2p64

Thank you very much for letting me know. At this point it should only be a matter of time before the payment reaches you.

I will keep this complaint opened until your confirmation regarding successful withdrawal.

Please let me know as soon as you receive the payment.

Dear Slots of Vegas Team,

The player has been waiting for the payment to be processed for quite some time. Could you please prioritize this matter and ensure that the funds are sent to her as soon as possible?

Additionally, we would appreciate it if you could confirm the payment method that will be used.

Thank you very much in advance for your cooperation.

Greetings all,

It appears that we were forced to refund all deposits for this account due to the player informing us that they had begun dispute procedures with the depositing bank. The deposits were immediately refunded to protect our 3rd party payment providers, including the winning deposit rendering the requested withdrawal invalid. I'll look further into this of course however at the moment that's the way things are looking.

Best wishes,

Nick and Slot of Vegas

Dear Veronika and Casino Guru Team,

Thank you for your continued support and for following up on my case.

I would like to clarify that I did not initiate any dispute or chargeback with my bank regarding deposits made to Slots of Vegas. In my communication with the casino, I simply stated that if my withdrawal request continued to be ignored, I would consider taking that step. At no point did I contact my bank to file an actual dispute, and I have received no refunds or returned funds from Slots of Vegas or their payment processors.

To support this, I am in the process of obtaining and submitting official bank statements showing:

All relevant deposits to the casino

No chargebacks, refunds, or reversed transactions

That my account remains in good standing with a positive balance

These documents should clearly confirm that the casino’s claim is inaccurate. I kindly ask that this be taken into account when reviewing the status of my withdrawal request.

Thank you again for your time and assistance. I will provide the statements shortly for your review.

Warm regards,

Destiny Clark

Hi Nick and Slots of Vegas Team,

I wanted to kindly ask if you could review the documents the player has recently submitted. It would be great if you could re-examine the case based on this updated information.

Thanks so much in advance for your time and support.

Greetings all,

I am still waiting to hear back on the specifics but we have no access to any banking data in these instances until it is far too late. When a player says they have the intention to dispute casino deposits we have no choice but to take them at their word and assume there are reverse charges pending if they are not already, the best thing for us to do in these cases is to refund any potentially threatening deposits immediately as is standard practice. I will report back here with any further information as it becomes available.

Best wishes,

Nick and Slots of Vegas

Thank you Nick, please keep us updated.

Greetings all,

I am still waiting for the transcripts etc however I can (through the magic of experience and excellent internal documentation) piece together the situation quite accurately I believe.

You had requested the withdrawal via Bitcoin b5s59s4x2p64, this withdrawal request was denied (our 3rd party payment providers will only pay out Bitcoin to Bitcoin depositors, you have historically only credit card deposits).

It was requested that you submit the necessary banking information to pay you via bank wire transfer. Additionally the bank you submitted was not eligible for bank wire transfer so another bank account was requested to which our 3rd party could pay you as a bank wire transfer.

You found this unacceptable and told them that you needed to be paid immediately or you would start the proceedings mentioned above (disputing your casino deposits).

Does this seem accurate to you b5s59s4x2p64?

The $150 you mention b5s59s4x2p64 is not a payout but a partial refund of your cash deposits to the casino for the sake of clarity. The rest should be arriving shortly if they have not already.

Best wishes,

Nick and Slots of Vegas

Dear b5s59s4x2p64,

can you please give us an update? Have you received your withdrawals?

Dear b5s59s4x2p64,

Thank you for the update.

Would you be so kind as to send me a screenshot of the approved withdrawal request of $150 USD?

Dear Slots of Vegas Casino Team,

The player has raised some points that I would appreciate your clarification on:

• Since it was possible to send funds to the player’s PayPal account previously, is there any reason why the larger withdrawal cannot also be sent there?
• As I am requesting proof from the player for the $150 USD withdrawal, could you please provide her game log so we can match and verify this information?
• Is there a specific reason why her account is currently blocked?

Thank you both very much in advance for cooperation.

Greetings all,

There is definitely some confusion here, PayPal is not a platform we are capable of transfer to or from. Credit card and various crypto options are available but not PayPal unfortunately. All credit card deposits were refunded (100% of all player deposits into the casino), this can take some time in some cases however there was never an approved withdrawal, partial approved withdrawal, or any funds outgoing from the casino to the player except the refund of deposits to the casino.

I have submitted the results of my audit to the casino.guru team for review. We will discuss the situation privately then report back here once everyone has a better view of the situation.

Best wishes,

Nick and Slots of Vegas

Unable to Provide Withdrawal Screenshot

Dear Martina,

Thank you for your message.

Unfortunately, I am currently locked out of my Slots of Vegas account, which means I cannot access my transaction history or provide the requested screenshot of the $150 withdrawal approval. This block happened after I raised my complaint, and I have not been given any explanation for it.

I want to stress again that:

The $150 I received was not a refund — it was a separate withdrawal request submitted after the $968 request.

It was paid to my PayPal account, which contradicts the casino’s claim that they are "not capable" of sending to PayPal. I can provide PayPal transaction proof to verify this.

I have not received any refunds to my bank accounts, despite the casino saying they refunded "100% of all deposits." I have provided complete bank statements to prove this.

Given these facts, I believe it’s essential that:

The casino provides my full game and transaction log, including all withdrawal requests and outcomes.

The casino explains why my account is blocked, and reinstates access so I can retrieve my own records.

I will forward my PayPal proof of the $150 payment separately for your review.

Thank you for continuing to help me get clarity and resolution in this matter.

Sincerely,

Destiny Clark

please see attached photos

,

Dear b5s59s4x2p64, We are currently discussing the issue with the casino team, and there are still a few aspects that remain unclear to us.

Thank you for being so patient.

Dear Martina,

Thank you for continuing to review my case. I need to share how upsetting this entire situation has been for me.

From the start, the casino has continuously given me conflicting explanations, shifting stories, and false hope that I would eventually be paid. I have been transparent and cooperative, providing proof and clarification every step of the way. Instead of receiving clear answers, I feel that I’ve been gaslighted — told that payments were refunds when in fact they were withdrawals, told that PayPal is not possible when I was already paid through PayPal, and now I’ve been blocked from accessing my account completely.

I explained to the casino that I am battling cancer and that I am a single mother. This experience has added unnecessary stress and feels deeply unfair. Blocking me from my account has not only taken away my ability to defend myself with my own records, but it feels like yet another tactic to silence me.

I am grateful to you and the Casino Guru team for listening and for continuing to press for clarity. I just want to be treated fairly, for the truth to be acknowledged, and I would also like to be paid the winnings I rightfully earned — $968 USD.

Sincerely,

DC

Dear b5s59s4x2p64,

I have reviewed the matter with the casino. Please note that chargebacks are considered a serious violation by payment providers. While I understand that you may have only expressed the intention rather than actually initiating one, the casino was obliged to take precautionary measures to protect the payment provider. For this reason, they proceeded with refunding your deposits.

I also understand that the situation was frustrating for you. However, since the required documentation for KYC verification was not provided and a chargeback was threatened, I believe the casino’s actions were appropriate under the circumstances.

In order to confirm the outcome, could you kindly provide a copy of your credit card statement showing whether or not the refunded funds were received?

Thank you for your cooperation.

Dear Martina,

I must respectfully disagree with your conclusion regarding this matter.

First, I want to make it absolutely clear: I never initiated a chargeback. I only expressed frustration and said that if I was not going to be paid, I might consider it. That is very different from actually filing one. My bank statements — which I have already provided — show that no chargebacks or refunds were ever processed.

Second, I have been trying since May to receive my funds, yet I have been met only with stall tactics. At one point, the casino even approved a Bitcoin withdrawal, but I never received it. Instead of honoring that approval, they repeatedly changed their explanations and delayed payment further.

Third, the casino has taken actions that feel intentionally unfair:

They told me PayPal withdrawals are impossible, yet I received a $150 withdrawal directly to my PayPal.

They claimed all deposits were refunded, but my bank statements prove this is untrue — no refunds or chargebacks have ever reached my accounts.

They blocked my account access, preventing me from viewing my withdrawal history or my own records. This was never explained to me, and it seems like a deliberate attempt to avoid accountability.

Altogether, this behavior feels like gaslighting and an attempt to escape paying me. I have already submitted all the required banking information and documentation. I have received nothing back from them — not chargebacks, not refunds, and certainly not my winnings.

I am a single mother battling cancer, and I was upfront with the casino about my situation. Instead of being treated fairly, I have been given conflicting information, denied access to my own account, and left unpaid.

The $150 withdrawal they processed proves that payouts were possible, so there is no valid reason why the remaining $968 USD should not also be honored.

I kindly ask Casino Guru to carefully review these facts and hold the casino accountable. I believe I have been treated very unfairly, and I respectfully request that you continue pressing the casino to pay me the funds I am rightfully owed.

Sincerely,

DC

Dear b5s59s4x2p64,

I completely understand that this situation must feel frustrating, and I truly appreciate your patience.

May I kindly ask you to provide a new bank statement from the credit card you originally used to deposit funds into the casino? The casino has confirmed that the refunds have been processed. Sometimes, what happens in these cases is that the original deposit transactions are reversed, which can make it look as though nothing has changed on your account. Do you see what I mean?

Can you please send me (martina.b@casino.guru) bank statement from your credit card from march 2025 until today? This will help us verify this and move forward.

Thank you very much for your cooperation.

I have sent the information to your email as requested.

Destiny

Dear b5s59s4x2p64,

Thank you for your email, I have send you another email to clarify some things.

Please take a look, thank you

I have sent what you requested.

Destiny Clark

Dear b5s59s4x2p64,

Could you please let me know what bank/card you have use to deposit the money?

I sent you the information vis email on Sept 2

Destiny

Dear b5s59s4x2p64,

please check out your email.

I responded.

Destiny

I sent you an email

destiny

Dear b5s59s4x2p64,

Thank you very much for sending over the documents. After reviewing them, it seems that some important details are still missing — specifically, the card numbers and clear links to the deposits in question.

To help us move forward smoothly, may I kindly ask you to provide:

• Bank statements (or supporting documents) showing the relevant card numbers.
• Clear confirmation of the deposits made to the casino on the specified dates.

If these details are not available in a single document, you’re welcome to send several documents, as long as they can be linked together to confirm the deposits.

We’d be grateful if you could send these within 7 days, so we can continue processing your case without delay.

Thank you so much for your cooperation and understanding.

Dear b5s59s4x2p64,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Martina
Casino.Guru