Slot Madness Casino - Player faces repeated withdrawal failures.

I have been trying to withdraw this money for 4 months now. I deposited $119 which had a bonus attached to it of $357 from the casino. The $357 bonus has already been taken off of the account as per the terms of the agreement of it not counting towards the withdrawal money. I have requested a withdrawal through four different banks and every single time they've let me go through the whole process and have actually told me that it will work with the specific bank that I'm using twice and it not work. The representatives tell me that it won't work with that bank and they keep on asking me to make bank accounts at different banks in order to get my money and then once I make a new bank account for myself I have to wait for the statement to come out for that bank account, provide them with a statement from that account to show that that account is being used, and then they still do not pay me the withdrawal money that I'm requesting. They say "oh we don't bank with that bank, please submit different banking account information". I have submitted bank information through USAA, Atlantic Union Bank, Wells Fargo Bank, and Capital One Bank. I have spoke to them on Chat so that there is documented proof (screenshots which I have) and even spoke to supervisors and managers and they still have no other way that they say they can pay me. They will not send a check either. On numerous occasions I have asked specifically what bank they will do a withdrawal to and have been told Capital One and Wells Fargo both at different times and then after I go through the whole process which is a 3 week process each time then another representative tells me that they don't allow that bank. I have requested that a manager call me to discuss this issue and I have not received a call. I have records of multiple chats with different agents and every time that I request a way to get paid they just say send different banking information. I've already provided four different bank's information to them and been denied every time so I need to know how specifically they would like for me to obtain the withdrawal and how I can actually get the money from them. They have a withdrawal limit of $2,500 which is what I put as the withdrawal amount as each time although I am owed $3,000. So my plan is to be able to withdraw one withdrawal for $2,500 and another one for $500 after that one clears but I have not even been able to get the first withdrawal to go through. I have a lot more attachments if you want me to email them or send some way but It only allowed me to attach 5.

Hello cmdavisrudat,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Slots Madness Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when is your account fully verified? Did you try to use a different payment method other than bank transfer or did the casino offer you any alternate way to get your money? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

February 23rd is when they told me that they needed documentation in order for me to be fully verified so I sent in those documents and was verified. I had already submitted the documents once through their online form on their website but on February 23rd I did it by email since they said they didn't have it even though it was submitted about a month prior. The last time that I had spoke with someone at slot madness was by chat, I think the date was April 25th it's the only conversation I've had with them that I don't have any screenshots of because it was just me asking why no one called me like they were supposed to on April 23rd and they said that they would look into it and that was kind of it when it comes to that conversation. I have screenshots of the conversation on April 23rd with them steadiness someone was supposed to call me from the management team on April 23rd and then nobody did. In total I have spent at least 12 hours if not more chatting with these support representatives and submitting documentation for all these banks and it has gotten nowhere. I also tried to withdraw the funds with Bitcoin and was told since the deposit was not with Bitcoin that I could not withdraw with my Bitcoin account. I also asked for a check for the withdrawal and they stated that they were "phasing out" sending checks so I couldn't be sent a check either. I asked them multiple different times and with multiple different support employees and managers and supervisors how specifically can I withdraw these funds and I even had one associate tell me that they accepted both Capital One and Wells Fargo banks yet when I tried to withdraw the funds they denied it just like they did with USAA and with Atlantic Union bank. When I have asked since then for a specific bank that they will wire funds into they have said that they cannot provide a specific bank and for me to provide "alternate banking details". I already as it is only had bank accounts with USAA and at Atlantic Union Bank and I made accounts at Capital One and Wells Fargo both to try to get the money and didn't even need those bank accounts but did it to try to get the funds wired and then them again tell me that I cannot get funds wired to those banks. But they will not provide me with a way to actually withdrawal the money. I have requested time and time again a specific way that they will allow me to withdraw the money and they will not provide me anyway to withdraw the funds and just keep on saying "provide alternate banking details".

Thank you cmdavisrudat for all the information provided. I will now forward your complaint to my colleague Natalia (natalia.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hi cmdavisrudat,

I've just reviewed your case and am sorry to hear about your struggles with withdrawal. I will try to help you by contacting the casino. We'll see what can be done when the casino representative replies.

Dear Slot Madness Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? What exactly is the problem with the player's bank accounts? As I can understand from the screenshots of the player's conversation with the live chat, some of the bank accounts are checking accounts, is this the issue? What alternative withdrawal methods except for a wire transfer can be used by the player?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

Greetings all,

I have reviewed the situation and the account confirmation documentation appears to be complete at this point, the issue I see is a lack of a viable payout method. We use 3rd party payment providers for the safety of our players and must comply with the necessary rules put down by them in order to transfer funds. Unfortunately the provided bank details are to an account our 3rd party is unable to transfer to, in order to get the funds to you cmdavisrudat we will need a different account on file which our 3rd party payment providers can complete the transfer to. Please contact customer service via live chat and they can assist you with bank wire detail verification. Once we have a valid method of payout on file I should be able to assist in expediting the withdrawal process.

Best wishes,

Nick and Slot Madness

Dear cmdavisrudat, have you tried to contact the live chat again to submit your bank wire details? In case, none of the banks are eligible for a withdrawal, you can try to request a physical check. According to the casino representative, they should be able to issue the check to any of the banks you provided, but it's better to ask customer service for more information.

Let us know as soon as you contact them and have any updates.

I have requested a check from them on several occasions basically every time they have denied any bank that I have requested to use I also requested a check at those times and other times too. They have told me on at least five or six separate occasions that they will not do a check. After being told, AGAIN, to submit my Wells Fargo information, which made the third time that I have submitted the same information, that they were not able to use the Wells Fargo account because it did not have enough activity going in and out of the account. Then I was told to send them the information for my Capital One account which now I have done and I am waiting to hear back again from them. Every time I have heard back from them though it is always been a negative response and nothing gets accomplished so I'm not holding my breath.. please continue to keep this complaint open until I am able to see what their response to the Capital One information is. Information which now I have submitted now for the second time and it was already denied a first time because they said they couldn't use that kind of account. Even though, when I asked about that this time they said, "it should be fine". But I have heard that time and time again and then what happens is it goes for review and then gets denied. And I have never been told by a employee at slot madness that they can do a check as an option. Natalia, you said that the casino representative stated that they could do a check as a option for payout?.. Was that said somewhere privately by one of the representatives because anytime that I have requested it it has been denied and I have been told that they are not issuing checks at all to anyone right now. I have requested another update on this matter from the casino and I'm waiting to hear back. I will post another update to this when I hear back from them I'm guessing sometime within the next week.

Thank you for specifying this, cmdavisrudat. I've been in contact with the casino representative, who mentioned the possibility of issuing a check if a wire transfer doesn't work.

Dear Nick and Slot Madness Casino, could you please check if any new bank details have been submitted recently? According to the player, they shared the details and have been waiting to hear back from casino support.

Would you please share more information about the check option?

Greetings all,

I have reviewed the account and I am pleased to report that we now have all of the necessary information and the player account has been approved for bank wire transfer (far preferable to physical check). As all of the necessaries are now on file I have sent the requested withdrawal directly to our approvals department for review (and hopefully approval). Once we have an approved withdrawal I should be able to get it out the door to our 3rd party payment providers within the coming business days, then it's generally 3-10 business days on delivery by the payment provider.

Best wishes,

Nick and Slot Madness

Thank you for assisting, Slot Madness Casino.

Dear cmdavisrudat, please, let us know as soon as you receive your winnings from the casino. It may take some time, but hopefully, the payment will reach you very soon.

I still have not received my payment from the casino yet and it says it was approved on May 30th but I am still waiting and have not been able to get a direct answer yet from anyone on when I will receive it.

Dear cmdavisrudat, is there any news now? Have you received the withdrawal?

Dear cmdavisrudat,

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.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.