Sloto'Cash Casino - Player believes that their withdrawal has been delayed.

I played at Sloto Cash on April 4, 2024. I won $9092.17. I had completed all my playthroughs and continued to play beyond playthroughs. Balance was all withdrawable. I went through the process of being verified for withdrawals, and that was completed on April 10, 2024. I requested the maximum withdrawals allowed of 2500 via bitcoin and 2500 via wire transfer. I then played the free spins they had given me. On 4/11/24, I logged in and my balance is $50. I chat with customer service, have documented, and was told it is because I used a bonus.

Rule

Players with one or more pending withdrawals currently in their account are not eligible to receive any bonuses, promotional or otherwise, until such withdrawals are either processed or cancelled. Abuse of this policy, as defined by the casino, may result in cancellation of the player's winnings.

I interpret this as not eligible to receive a bonus, instead of not being able to use. I don’t consider using $5 of free spins in my account as abuse of the policy. If I was unable to use the free spins, it shouldn't be allowed, which they had done previously, as you will see by the accounting.

They did send an email with manager approval and return $2500 to my account, which I then requested withdrawal via bitcoin on 04/16/24.

Their withdrawal states

You can withdraw your winnings through various banking options listed in the casino cashier. Withdrawals are processed within 48 business hours. and e-wallet payments are instant after two business days of processing hours. 

I received notice 4/22 that my withdrawal was declined, there was no reason listed in the email, just a blank line. I also received an email that they need a picture of me with my ID, which I sent.

Their fraud detection and prevention states requirements are

A photocopy of your current photo ID such as a driver's license or passport.

A photocopy of each credit card (front and back) you use or intend to use at the casino.

A photocopy of your credit card statement/s (showing your name, address and credit card number).

I don't understand when I was previously verified, why it was denied.

I will request another withdrawal tonight or tomorrow to see what happens.

I do have documents available of chat, my account balance, and a screenshot of my winnings, emails, etc. It is not allowing me to upload any documents. I will be glad to send them to an email address.

I have been reading the great help you give, and I hope I can be helped.

Dear wendyllsue,

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

Dear wendyllsue,

Have you received your withdrawal from the casino yet?

I have not. They did however re-request the documents that I sent them on 4/22.

Additionally, this is for a withdrawal of 2500 and not the full amount. The current status is under review in the withdrawal tab, and requested in the my account tab.

Thank you for your reply, wendyllsue. Have you made any successful withdrawals before? Do I understand correctly that the documents you sent recently haven't been verified?

Also, do I understand correctly that you accumulated your winnings with a bonus?

Additionally, 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. Thank you in advance.

I had not made a withdrawal previously.

I sent all documents and received the approval below

Dear Wendy,

Thank you for choosing Slotocash Casino.

We have received your email with documents attached. Your account has been updated and documents approved.

If you have any further questions, please contact us via email or chat and a Customer Support Agent will be happy to assist you.

Regards,

Marylin

Slotocash

They are now continuing to ask for ID next to my face, and each time there has been something wrong. Initially, I took a selfie, which reversed the image. Since my ID was previously approved, I thought they needed to verify that I was in possession of the ID. Then since my ID has holographic images, I thought putting on a black background to reduce the glare would help. Then I wasn't holding the ID directly. I was concerned about the stipulation that all edges of the ID must be showing. How do you hold with all edges showing? I am trying again.

I did originally play with a bonus and completed my playthroughs, and it was all withdrawable. I completed the document verification to be eligible to withdraw. I didn't touch my account until this was complete. I then requested the maximum weekly withdrawals via bitcoin and wire transfer. I then played $5 of free spins they had given me, and they then took all my winnings. The manager then approved 2500 back to my account, which I have been trying to withdraw since then. The original win was on 04/04. My documents were approved on 04/10 and requested withdrawals. I have been requesting withdrawals and being declined since.

I will send all documentation to your email. Thank you for your help.

Do I understand correctly that the casino promised to let you keep $2,500 but then confiscated them later anyway?

Yes, that is correct.

Technically, they confiscated all, then returned 2500. Which they then confiscated.

Thank you very much, wendyllsue, 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.  

Hello, wendyllsue,

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 the resolution of this complaint.

Dear Sloto Cash Casino team,

Could you please explain the player's situation in more detail? Why have the disputed winnings been confiscated? Which exact rules were applied?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Can you send me the user's game logs (and bonus/transaction history if it is not included in the game logs)?

Feel free to send the necessary evidence to my email address (branislav.b@casino.guru).

Hi there!

Thank you for bringing this to our attention. We are investigating and will respond as soon as we can. Thank you.

Alright. Thank you for informing us.

Feel free to let us know when you have any news or updates.

Hello and thank you for your patience. There was an internal error and the funds were incorrectly removed. They have been reinstated to the player’s account.

Thank you very much for the update, Sloto Cash Casino team!

Dear wendyllsue,

Can you please check your casino account and confirm your issue has been resolved? If so, is there anything else I could help you with?

They did return $2450 to my account. I have not requested a withdrawal yet. Is it possible to get the remaining $6066?

Thank you for the update, wendyllsue.

Dear Sloto Cash Casino team,

Can you please answer the user's question?

If the remaining disputed funds remain confiscated, can you look at my first post directed to you (posted on May 15, 2024), answer my questions, and provide the requested supporting evidence?

As was mentioned, feel free to send it to my email (branislav.b@casino.guru).

Looking forward to hearing from you.

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.

Dear wendyllsue,

Recently, I was informed outside the thread that the casino representative is still waiting for the necessary information/data from the responsible casino department(s), which is taking longer than expected, and also, that there was a technical issue with accessing their casino representative account (maintenance of our website). Therefore, I am extending the timer for the casino once again.

So, let's wait for their response and the requested supporting evidence.

Thank you for your patience and understanding.

Ok. Thank you for your help.

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. Please note this is the last call for commenting on the matter and/or providing the requested details/evidence.

Hello and thank you for your patience while waiting for the relevant team to provide the requested evidence.

Any news or updates, details/supporting evidence, Sloto Cash Casino team?

Looking forward to hearing from you.

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.

Dear wendyllsue,

Unfortunately, since we have not received any further response nor relevant clarification from the casino, 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. The disputed amount will be updated to the remaining amount that was confiscated by the casino (6066 USD).

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

Greetings all,

Based on the update received from the casino representative, we decided to reopen the case.

"The funds of $8,566.28 have been added back to the customer's casino account.

Customer will be able to cashout $1500 weekly"

Dear wendyllsue,

Can you please confirm the above-stated, and that you already started withdrawing the rest of your disputed winnings (remaining 6066 USD)?

If so, can we consider the matter solved, or is there anything else we can help you with?

This is correct, I have currently received 1 withdrawal for 1500. I will continue to request additional withdrawals.

Great news, wendyllsue! Thank you for the update.

Since the casino informed us that you will be able to withdraw $1,500 per week, and the disputed amount was a bit higher, it will take longer. However, I would like to wait at least until more than half of your disputed funds are fully paid out. Then, if everything takes place without further issues, we can possibly think about the complaint closure. Now I am setting the timer for you for a longer period and will wait for your updates.

When you write here, please let us know about a successfully withdrawn amount and the remaining amount.

Thank you. Looking forward to hearing good news from you soon.

Dear wendyllsue,

Just reminding this open case and my previous post. Can you provide us with an update?

Dear wendyllsue,

We are extending the timer by 7 days. Please be aware that in case you fail to respond in the given time frame or do not require any further assistance, based on all the gathered information and last updates, we will consider the complaint resolved and close it accordingly, as successfully resolved.

Thank you for understanding.

Alright, wendyllsue. Based on the information in my previous post and the course of the complaint, we consider the matter resolved and will close it accordingly in our system.

Thank you for using the Casino Guru complaint resolution centre. 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.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time.

Thank you very much, Sloto'Cash Casino team, for your help and cooperation!

Best regards,

Branislav, Casino.guru