Slot Heist Casino - Player’s winnings haven’t been received yet.

So I won, of from a $20 deposit, initially I was trying to withdraw the $400, they gave me the run around, and I got bored, played and won, had $700, then they tell me I can only withdraw $100/per 24 hours. No KyC problems, nothing like that, they said because my initial deposit was only $20, and to get a higher limit I’d have to deposit more. Then I turned it into over $5,000.00. Now they are trying to tell me it included some free spin $ which I never used any bonuses after I deposited and after I had played plenty and won and lost and won, and I think this is definitely unfair and that they are making rules up as they go to avoid payout

Dear stablechaosart,

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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

my complaint has more to do with the fact that everything has been approved, etc., and they will not let me withdraw more than $100 per 24 hours. That means it is going to take over a year to withdraw what I have…..I have asked numerous times what I have to do to increase the maximum withdraw, and they give me the run around, blaming bonuses when I did not use a deposit bonus. And lost with the free spin bonuses I received in my email from them. I won from a $20 deposit and they have made up an allowance for me of $100/per 24 hours….and it is ridiculous. And if I request it before 24 hours they cancel it and then I have to wait, again. It’s will take 500 days to collect my payout, one of the customer service reps, Hannah, tried to bargain with me, saying if I deposit $50, she can get a $200 withdrawal approved for me…..excuse me????? What kind of bizarre negotiation deal making tactic is that!!!!

Dear stablechaosart,

Have you received your withdrawal from the casino yet?

No - they won’t even allow me to withdraw anything from what i fairly won. They capped it at $1,000 and said if i wanted to withdraw anymore I would have to deposit $1,000.00 - there is over $3,000.00 in my account that they will not let me do anything with

the Hannah screen shot was when they were still doing $100/day

the james is when they stopped because I won off from a $20 deposit and they want $1,000 deposit….so you can’t collect what you win from money you deposited unless it’s however much they think you need to deposit …. Unreal

Thank you for your reply, stablechaosart. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Have you made any successful withdrawals before? 
• Do you currently have any pending withdrawals?
• Do I understand correctly that your account has been verified?

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. 

i have made 10 $100 withdrawals. They would only let me take $100/day after I won. I went to withdraw the 11th time and then they said sorry, can’t take any more unless I deposit $1,000 - why would I deposit $ when they won’t honor what I already won and have in my account…they said after I deposit $1,000, I can take $1,000 out, which cancels it out and I’m back to this hassle. My account is verified, this has been the most frustrating thing, instead of excitement, it’s just been frustrations and disappointment. The rules seem to be made up for whatever they feel like doing. I’ve never walked into a casino, played $20, won, and had them say, oh…you didn’t spend/lose enough to us yet, so we can’t pay you yet…I’ve never had that happen online either!!!short delays (48hours…not weeks/going into months, with random rules)

Also, I have no pending withdrawals, they cut me off after the 10th $100 withdraw …which $100/day was ridiculous and frustrating to begin with 😞

In this one, she states I have not deposited anything extra…just played from my original deposit, well why would I deposit more money if there is already money there?!!

Wondering why I haven’t been playing….i mean, really?!!

I logged in and tried to initiate a withdraw….of $100…i haven’t had a response yet…ugh so frustrating

Thank you very much, stablechaosart, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.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.  

They cancelled the withdraw request, said lacking info, in other words they won’t pay me unless I pay them

Hello, stablechaosart,

I am sorry to hear about your unpleasant experience. 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 resolving this complaint.

Dear Slot Heist Casino team,

Could you please explain the player's situation in more detail? Can you confirm the disputed winnings were accumulated with a real money deposit, without using any bonus? What steps should the player take to withdraw disputed winnings?

It looks like the casino's Terms and Conditions are a bit misleading regarding withdrawal limits.

I’ll keep checking back to see if they respond

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.

alright, I hope they respond

Dear stablechaosart,

Unfortunately, since we have not received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

In case of any questions or news, do not hesitate to contact me at branislav.b@casino.guru.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime, and if that happens, you will be notified via email.

Best regards,

Branislav, Casino.Guru