Slot Heist Casino - Player's lost access to his account.

I claimed a 100 percent no rules bonus I deposited 58 dollars they matched it . I won 3,200 on fire stampede. I did all my kyc got everything approved. They told me I could do 1,000 a week in withdraws so I did one they sent the money , I did another one a week later they sent the 1,000 so what I had leftover was 800 dollars . I did the withdraw on the 17th of March and it doesn’t show in my payment history but it showed in my transaction history. They sent me an email with the trans. Id for the withdraw. I have been asking for 2 days and every single person tells me something different that it’s on its way that it would be four hours max. That it would be 2 hours max that it was an issue on my end but they are fixing the issue. Then all of a sudden my account doesn’t exist anymore . Not the email not username anything. The lady charlotte just kept telling me anything else I can help you with when she gave me no answers at all. I emailed the transcripts to myself so I have the evidence of them telling me it would be on the way but I’m never got it I asked for a clear answer and they won’t tell me

Dear Dubloc114, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It’s quite usual for withdrawal, 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 and wait at least 14 days after requesting their withdrawals before they submit a complaint.

Did you save any screenshots of your withdrawal history or the email confirmation that this withdrawal was requested? Could you please clarify when exactly you noticed you cannot access your casino account?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. 

Thank you in advance for your reply.

Best regards, 

Kristina

Hi yes I have saved all of the email transcripts from them they finally got me back into my account. But I still never recieved the 800 they told me I have to deposit 1,000 to get the other 800 dollars from them. I had to redo the withdraw on the 21st cause the 800 was put back in my account so today the 25th Hannah told me that I couldn’t get anymore money from them cause my ratio didn’t match. I told them that a no max cashout means just that doesn’t matter what I deposited I should be able to cashout anything I won! But I save every single transcript from them. I was told my money was on the way by all the different customer service people but I never recieved anything. And then I was told that to get the rest I have to deposit more money and they would take it to management to see if I could get the 800 . That is not fair what so ever but if I can give you guys all the screenshots I have everything if it will help

Thank you very much, Dubloc114, for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@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.  

Hello Dubloc114,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Slot Heist Casino representative to join this conversation and participate in resolving this complaint.

Dear Slot Heist Casino,

Could you comment on this?

Thank you in advance for providing the information.

Thanks to the both of you for helping me with this. I contacted SlotHeist multiple times every day for weeks and was told by different representatives that the money was on the way to check my account that it would be max 2-4 hours . I told one of the reps (James) that I was told by Hannah I needed to deposit 1,000 in order to get the 800 from my no rules no max cash out bonus. I told him I’m hoping this will be resolved and he assured me it was going to be resolved. I asked him after if my withdraw was good and I never got a reply back . I’m hoping they do the right thing and honor their no rules bonuses.

I submitted the withdraw once again hoping I get good news this time will see what happens . Please give me the rest of what I won SlotHeist.

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.

Hello Dubloc114,

Did you manage to receive the funds as promised by the casino?

I'll be awaiting your reply.

No they never sent me the money . I put in the withdraw multiple times and they keep denying the withdraw and just put the 800 back into the casino account. They will not reply to my emails or anything

here is a screenshot of the withdraws I kept trying to do . Different amounts but they all say something different . This was all part of the same deposit I did the very first time . No new deposits no new bonuses.

one deposit one no rules no max Cashout bonus. But as I see in there terms and conditions they say they can change bonuses at there discretion which is not right what so ever! Then don’t give no rules bonuses when you will put rules on it if the casino is losing out on to much money.I won a grand jackpot from a pragmatic play slot game. Now I see they no longer have pragmatic play slots in their casino.

Hello, As of today i still never recieved my 800 from SlotHeist they keep denying my withdraws saying I have to deposit 1,000 in order to get the rest of my winnings. SlotHeist is a scam they can make rules up as they go if they are losing out on money. Its pretty lame they are supposed to be some legitimate casino yet they would rather have there reputation as scammers than give me $800. They gave me 2,350 already just give me the rest of what I won fair and square! Everyone stay far away from SlotHeist. It’s been going on 3 months and still never recieved not even an email back. Thanks to guru for even being there to help us players. I appreciate it even if I don’t get my money at least this can help other players so the same thing doesn’t happen to them! Stay safe out there !!

Hello Dubloc114,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Stefan, Casino.Guru