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.

4/25 I received the response below. I feel it is a delay tactic to get them to the weekend where they don't have to pay. My license has holographic images, which makes photographing it clearly while next to your face challenging. I put it on a black background, which gave me space to hold it, as I thought they may say your fingers covering part of it.

I did reply with a new photo and response of

My original request after being verified was on 4/10. Please move the process along.

On Thu, Apr 25, 2024 at 5:50 PM documents@slotocash.im <documents@slotocash.im> wrote:

Dear Wendy,

Thank you for choosing Slotocash Casino.

Please be advised that the details on your Photo Identification were not legible in the photo of you holding it. 

We ask that you kindly re-take a clear, legible picture and resubmit at your earliest convenience:

- A picture of you holding your Photo Identification next to your face. Please ensure that the details on your Photo Identification are legible in the picture.

We suggest that you tap and focus on the ID to ensure that the details are clearly highlighted, and ensure that the camera is cleaned and dust-free.

We ask that you please take clear, legible digital pictures. Please ensure that the entire card is visible (no portion should be cut off/cropped). Please note that partially cut off/cropped photos, will not be accepted and will result in delays.

Should you require any further information or assistance, please feel free to contact us via email or chat.

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.

I must have gotten the photo correct while holding my ID, as I received this today.

Dear Wendy,

Thank you for your patience regarding your withdrawal of $2500 via Bitcoin.

While reviewing your account we've noticed that the following rule was broken:

A promotion cannot be used in conjunction with any other promotional offer or existing account balance. If you happen to redeem bonuses on top of an existing playable balance, any winnings will be voided and original deposit reimbursed in your account.

By redeeming coupons on top of your positive account balance you've broken the above stated rule. We have denied your withdrawal, voided your winnings and your bonus.

Please note your deposit of $50 has been credited back to your casino account to try your luck once more on our latest games.

Kindly have a look at the casino Terms and Conditions to avoid breaking any of our rules in the future which may result in your winnings being voided

Should you require any further information or assistance, please feel free to contact us.

Yours sincerely,

Anya

I sent them a copy of the manager's approval for $2500 of my winnings,

Dear Wendy,

Thank you for contacting us in regards to your winnings.

Once any of our rules and regulations is broken we would usually deny the entire payout. You are lucky today though as I have discussed your case with the Management and they have decided to make an exception in the amount of $2500.00 for your account, as you are important to us and we understand mistakes happen. The additional winnings has been forfeited.

Kindly re-request your payout via the cashier-

Please note breaking any of our rules might lead to your winnings being voided in the future.

Should you require any further information or assistance, please feel free to contact us.

Additionally, I sent my interpretation of the rules that receive a bonus is different than use a bonus. I did CC you on the email that I sent to them. My original win was on April 4.