Slot Madness Casino - Player's withdrawal request is delayed due to a claimed deposit discrepancy.

First off, I’m live and played in Louisiana not Illinois, so I’m not sure why it won’t let me change that, before they try and say I’m in a state that prohibits whatever they can come up with.

now that’s out of they way, here we go -

I deposited money several times with slot madness. Every time is on my transaction history. Yes I had played bonuses and also coupons. HOWEVER, when I won the last transaction that had been notated and/or recorded on my account before I requested the amount being disputed was MY DEPOSIT OF $30.00. Not a bonus or coupon.

The first time I requested my money through bitcoin it was denied. No reason given. Cool, not a big deal. I’ll use a different way (not before playing back over half of what I had originally requested to withdrawal of course). Let it be noted that it took from 10:10pm on the 17th of July until 5:33am to be denied.

The second time I requested my money ($940.03) radio silence. No nothing except the status said "manager withdrawal requested", the amount was IMMEDIATELY approved. Let it be noted at the same time it was denied to deposit to my bitcoin 5:33am on the 18th of July, it was also requested AND approved to deposit to their account I can only speculate because I didn’t make nor request this deposit.

I’ve made several attempts to try and resolve this issue. I’ve been told to send documents and I’ve done that. Over and over. I keep getting the same response:

"our finance department found a discrepancy with your deposit. Please send a copy of your bank statement with the deposit in question highlighted."

to which I did just that, even though there was NO discrepancy found when I made said deposit, nor did they divulge any helpful information such as what deposit the discrepancy was pertaining to. Very convoluted if you ask me, but I digress…

Here I am 2 months later and I’m assuming you already know how much progress has been made since I’m seeking other avenues to possibly get the show on the road. I’m not writing this because I want to interest you in a short story. I want to know why it is that I’m having such a hard time getting my money when the money played was from my account. My bank account, not their free bonus or coupon.

Thank you for reading my short story. I’m hoping it isn’t a tragedy 🤦🏼‍♀️

ps - yes I’m verified - through inclave.

Hello bsavag3,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Slot 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? Is your account currently still open and active? Did you also try to use a different withdrawal method or only that one? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Thank you for helping!

I do want to make sure that it shows that I live in Louisiana, not Illinois. I’ve never lived there.

1) I opened my account with Inclave 7 months ago (2-20-2023). I was of course verified through them and logged in to slot madness 5 months after that (7-27-2023)

2) Yes my account is still open and active.

3) Yes. I tried to withdrawal my balance to bitcoin, which got denied. No sooner than it says they denied it, the funds were ("manager requested withdrawal") requested and approved immediately. Exact same time.

4) I spoke to someone minutes before I filed this complaint. Whomever I speak to has a personality right up until "they "check my account". Then I start to receive very generic robotic responses. The same thing over and over - "discrepancy with your deposit", yet no more information and no help.

Hello bsavag3,

You should be able to change the state within your profile here on casino.guru. Did you forward the requested deposit information to the casino as if not, your account is probably still not verified. If possible, please forward the communication between you and the casino regarding this complaint to nikolas.b@casino.guru.

I’m definitely verified. I’ll get all the correspondence I have together.

Thank you bsavag3 for all the information provided. I will now forward your complaint to my colleague Stefan (stefan.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear bsavag3,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try to resolve the issue as soon as possible.

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

Dear Slot Madness Casino,

Could you please state why the player's withdrawal has not yet been paid out and when she can expect the payment?

Thank you in advance for providing the information.

Kind regards,

Stefan

Greetings all,

I had the opportunity to review the situation and it appears the requested withdrawal was denied because our 3rd party payment providers were unable to collect any of the cash deposits, including (and most importantly) the winning deposit. If the deposit was denied for collection then unfortunately the win itself isn't eligible for withdrawal. Please review your bank statements bsavag3 and submit them to casino.guru for review. They will share them with me, if we can find the winning deposit as complete I may be able to assist here.

Best wishes,

Nick and Slot Madness

Dear bsavag3,

Could you provide us with the bank statement? You can send it to my email address stefan.m@casino.guru,

Thank you very much in advance for providing the documents.

Kind regards,

Stefan

I can. I’ll email them.

Dear bsavag3,

Please let me know once you send the documents.

Thank you for providing the information in advance.

Kind regards,

Stefan

Dear bsavag3,

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.

Dear bsavag3,

Did you manage to send the documents?

I am looking forward to your response.

Kind regards,

Stefan

Dear bsavag3,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

We’ve reopened this complaint at the request of bsavag3. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Slot Madness Casino,

I have received the bank statement from the Player and will forward it to you.

Please, keep us updated regarding the matter.

Greetings all,

The provided bank statements have been reviewed however we do not see proof of deposit in the proper amount, descriptor, or anything similar around the time of deposit. I would request that casino.guru review the provided documents and see if they come to the same conclusion.

Best wishes,

Nick and Slot Madness

How was I able to play anything if there was no money deposited? It wasn’t a problem when I did the deposit so why is it a problem now? Why didn’t someone say there was a discrepancy when i made the deposit?!??????

Hello bsavag3,

Could you provide me with the exact date of the deposit and also the amount of the deposit?

I am looking forward to your response.

Greetings all,

To answer your question simply bsavag3, we use 3rd party payment providers for the safety of our players. The deposit is credited immediately to the casino so it can be played however we don't know if the payment has been collected until our 3rd party payment providers inform us so there is a bit of a delay.

Hopefully this clarifies things.

Best wishes,

Nick and Slot Madness

Greetings bsavag3,

While the provided screen capture above does indicate that the casino honored your deposit it does not indicate that the deposit was honored by your bank and collected by our 3rd party payment providers. We require proof of payment in the form of a bank statement and no successful deposit to the casino is seen in your bank statement.

Best wishes,

Nick and Slot Madness

That wasn’t intended for Slot Madness. It was intended for the previous request of Stefan.

Although I am still having trouble understanding how if you all use a third party to handle the deposits, where are their records? How is it automatically my issue if the whole reason your company uses said third party is to ensure issues like this do not arise? I would like to see theirs as well, since they are the ones who, in theory and by all accounts of Slot Madness, are the other party in this whole dilemma.

Hello bsavag3,

I have reviewed your bank statement based on the provided screenshot, and haven't found any deposit to the casino near that date. You were basically playing with the virtual deposit, and all the winnings were based on an uncollected deposit by a 3rd party. It might have happened that you had insufficient funds in your bank account at the time of a collection by a 3rd party payment provider.

I am afraid there is nothing that can be done from our side until you provide us with the proof of payment.

Thank you for your understanding.

I had $1700 in my account

So the third party just doesn’t have to provide any records??

Dear Slot Madness Casino,

Could you comment on the matter?

Thank you very much in advance for providing the information.

Greetings all,

Transactions show as either complete or incomplete, in this case the transaction was not completed by the issuing bank. Without bank statements to prove otherwise we need to trust the information provided by the 3rd party is correct. In this situation it very much appears that there are no completed transactions that would align with the deposit in question I'm afraid.

Best wishes,

Nick and Slot Madness

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.

Kind regards,

Stefan, Casino.Guru