Slot Madness Casino - Player’s winnings have been reduced.

I got lucky and won quite a bit of money. After making a complaint, I was paid some.. I am still owed $7004, which was denied a couple weeks ago. I kept waiting for an explanation from my complaint, but haven’t gotten one. I contacted customer service today via chat and they told me that it was denied because the coupon code I had used a $10000 max cash out. I only received one $2500 withdraw, all other withdraws had funds taken out for coupon codes, so obviously I was only paid for part of the 10000 (2996 was paid) to be exact. They still owe me $7004!! The other withdraws received were from other transactions with different coupons!

Dear Amanda,

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 understand the whole situation completely. Could you please advise which exact bonus has been activated in your account? Please forward your bonus history along with any relevant communication to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hi! Thanks for responding. I had used several coupons. The coupon they are referring to was lunch320, which I did use and cashed out $10000 which was the max. 4 x $2500 withdraws. I only received 1 $2500 and 1 $496 withdraw from the 10000. Wouldn’t I have received 3 full $2500 withdraws and 1 partial ($2004) after coupon was removed? I didn’t. I will attach transaction history. Thanks so much! I have tried to contact customer service and they disconnect my chat.

** it will not allow me to add photos!! Slotmadness can clearly see they have not paid more than 1 full $2500 withdraw ever. I only received 1 full $2500 and several other withdraws that were partials because of coupons, but they owe me the rest of my money! If I maxed out that coupon they would not have taken bonus winnings out of ALL of my other withdraws! Thanks again!

Could you please forward screenshots with the visible lunch320 bonus and the successful payment of $2,996? I would like to complete the timeline. Thank you very much.

First screenshot shows where the manager requested, approved, then denied the 2 $2500 and denied 2004, but paid the 1 $2500 and $496 from $2500 so total paid was 2996

Yes, it was allowed several times

It was a multi use coupon code I should say.

Thank you very much, Amanda, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam (viliam.v@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Amanda,

I looked at your complaint and will do my best to help you. I would like to invite Slot Madness Casino into this conversation. Casino, can you please specify what is the problem with the player’s winnings?

Greetings all,

The simple answer and what you are seeing in the screenshots is the bonus being removed on approval of the requested withdrawals. Deposit coupons are given to improve the player's enjoyment and give a greater chance of winning, however the bonus amounts themselves are non-cashable. This means that if you lose on the deposit with the bonus, the money is gone, but if you win on the deposit the bonus amount is removed on approval before payout. This process of denying the non-cashable amount and approving the funds eligible for withdrawal is what you see here.

Best wishes,

Nick and Slot Madness

I’m not questioning the bonus amount being removed.. I’m questioning why My withdraws were denied when they shouldn’t have been. I did not get the 10000 max withdraw on coupon. I got 2996. Where did the other $7000 go? I’m just asking for this to be relooked at.

Greetings Amanda,

I am having all withdrawal related transactions reviewed by the requisite department for you. I'll get back to you when I have further information.

Best wishes,

Nick and Slot Madness

We would like to ask the Slot Madness 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’.

Greetings all,

I am still waiting for the breakdown report from the requisite department, apologies for the delay.

Best wishes,

Nick and Slot Madness

Thanks for the update!

Amazing news Amanda,

It was incredibly complicated due to your tendency to cancel your requests, play, re-request, cancel, play, re-request, and on and on... It was quite a task and I thank you for your patience. But I had your history reviewed in minutia, moment to moment, it was not simple. The final outcome was quite nice I think, not quite what you expected but I think you'll be pleased or so I hope. With the dust settled there was indeed an error, $7004 was removed when it should have been only $2500. $4504 has been restored to your account and is awaiting approval. As soon as we have approval I will move toward getting the funds to you.

I will update here when we have progress or let you know if anything further is required of you.

Best wishes,

Nick and Slot Madness

Thank you so much for all your research🙂 I did change those to a different withdraw method so you know🙂

Happy to help Amanda,

Payouts will be routed to the most recent Bitcoin address you have submitted.

Best wishes,

Nick and Slot Madness

Thanks! Do we have a time frame on payouts?

Greetings Amanda,

They have assured me it should be any time now, let us know when it comes in.

Best wishes,

Nick and Slot Madness

I have received the $2004, any idea when the $2500 will be approved and paid? Thanks!

Hey Amanda,

Thanks for confirmation of delivery. I'll see what we can do to get the next one moving for you, I anticipate approval perhaps Friday.

Best,

Nick and Slot Madness

Greetings all,

Just confirming that approval went through on the last portion of the requested withdrawal on the 25th of February and we should be seeing that go out for payment before too long here. Let us know when that comes in Amanda.

Best wishes,

Nick and Slot Madness

Dear Amanda,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

i received it thanks!

Dear Amanda,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards,

Viliam Casino.Guru