Slot Madness Casino - Player's winnings have been confiscated due to an error.

On 08/12/23 I made a 30 deposit I got an email stating that my payment was successful and I was ready to play I played about 4 hours and won 1000 I called it a night and in the morning I open the page and I only had .82 cents and they said because the finance department had made a mistake and they took my winnings I've send them 4 emails and there no reponce

Dear rrobertsgg,

Thank you very much for submitting your complaint. I'm sorry to hear about your issue with Slot Madness Casino. Please allow me to ask you a few questions to make sure I understand the situation completely.

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

Have you made any successful withdrawals from this casino before?

Could you please forward me the communication between you and customer support regarding the voided winnings? My email address is veronika.l@casino.guru.

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

Best regards

Veronika

I'm trying to log in but I don't know how

It's ok thank you I was able to log in and send my information thanks

Thank you for the email. Do you have any email from the casino stating that their finance department made a mistake? Could you please send me a screenshot of your transaction history?

Good morning no I don't its because I was chatting with the casino people but what I do have is a screen shot of the casino deducting 1074.00 from my casino account and it says manager withdrawal approved le I'm really hoping that that would be able to help you thank you so much

Could you please send the screenshot of the approved withdrawal here?

Good morning I emailed you the screen shot from the casinos page thank you

Don't send you an email send it to this page is that right

Hello I tried to get a copy of the conversation I had with the casino but they told me they couldn't help me I had to email them I said but I do and there's no response they said try again

Thank you for your emails. I see that your withdrawal was approved on August, 13.

Could you please advise if you made any successful withdrawals from this casino in the past?

Could you also confirm that your account is fully verified?

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

Greetings all,

A "manager withdrawal" is (generally speaking) non-cashable funds being removed from the closed system which can only be done at a managerial level. I had an opportunity to review the account and in this case the credit card deposit was declined by the issuing bank and was thus never collected. Since the winning funds were not in the system the approvals department was forced to decline the requested withdrawal and remove the non-cashable balance from the system. I hope this clarifies things.

Best wishes,

Nick and Slot Madness

Hello no that was the first time I made a deposit and yes my account is fully verified and as far as how I won well I think they gave me 50 free spins I stared winning with that but they also deposit my 30 dollar deposit that night I when I started to win with the free spins I continued to with at one point I had 1700 hundred but then I started to loose and ended up with a 1000

But the casino told me that they never send the request to the bank and that the finance department had made a mistakeand I do have the email where it tells me that I am ready to play if it's there mistake why would they take what I had already won but if I would of lost they would have taken my payment anyways sense it was there fault they should of had taken the payment and given me my winnings

Dear Nick, thank you very much for getting in touch with us and for providing us with a deeper insight into the matter.

Dear rrobertsgg, since your initial deposit was declined, could you please confirm that the money were returned to your bank account?

Hello I spoke with my bank and they told me that not one transaction was decline there they never attempted to get the money out of my bank what's so weird is that no casino let's you play unless you had a successful deposit

Should I ask the bank to send me something in writing stating that transactions for decline in the month of August

Has your bank confirmed that your deposit of $30 was never sent to the casino?

1. Yes they did
   I'm sending you a copy of my bank statement

When you made your deposit, could you please advise if you got a text message from your bank that the transaction was successful?

Would it be possible to send you the entire bank statement for the month of August? Do you have any document that the money was deducted from your account and then sent back? Did you have enough balance on your account when you made your deposit to the casino?

Good morning no they never send the request to the bank and yes I could send you the hole statement for the month of August and yes I did have enough money in the bank no I didn't received nothing from my bank they never made the request to the bank

I'm going to email you the copy of August statement

OK I email you the statement thank you so much for everything you are doing

Dear rrobertsgg,

In the bank statement you sent me there is no record of any $32.87 deposit made on August 12 or the following days. The money never left your account, so you basically played at the casino "for free". Therefore, we understand the decision of the casino to void your winnings. To avoid situations like this in the future, we recommend always check if your deposit to the casino was really deducted from your bank account.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.