Slots Empire Casino - Part of player’s withdrawal has been declined.

I won $2300 on January 9th and it’s currently February 16th and I have only been  paid $300. What is worse they sent an email stating they had paid out only $500 and not the full amount and stated this was based on my credit score, whatever that means ? Even worse , I didn’t even get the $500 they stated, I actually only received  $300 (see below) that was sent  to my bitcoin account. Finally they responded after I contacted them multiple times, and stated,  they would look into it, yet nothing happened and $200 was never credited to my account  . This is unacceptable and I have never experienced  any legitimate casino that  operates in such an unprofessional manner. They have consistently used absurd delay tactics over and over again. For example, see below, now they want me to use the same bitcoin address I used in the past, which is ridiculous, you can’t use the same bitcoin address multiple times.

On Thursday, February 13, 2020, 3:58 AM, Slots Empire Casino - Billing <billing@slotsempire.com> wrote:

Dear Matthew,

We'd like to inform you that your payout request couldn't have been completed due to the payout details mismatch. Please note that upon validation you have provided us with the following BTC wallet address:

We'd kindly ask you to use the static BTC wallet, not the dynamic one in order to eliminate any further delays. Or kindly clarify the matter and re-request your payout.

However, upon payout request you've used 16QZcJUoWCrztjXWA9jY4JTQdSsyLJ8MEb.

Sincerely,

Taylor Ellis

Billing Department

Slots Empire

On Monday, February 3, 2020, 3:50 AM, Slots Empire Casino - Billing <billing@slotsempire.com> wrote:

Hi Matthew,

It’s our pleasure to announce on the approval of your request.

Please check more details in regards to your payout below:

Payout amount - $500

Sent to BTC provided

Please take into consideration that the assortment of promotions available, maximum payout amount and payment approval times are determined by the Customer Level that depends on the range of crucial factors:

https://slotsempire.com/en/terms/

Credit scores

Deposit type and frequency

Customer’s reputation with Slots Empire Casino, as well as with other casinos

Duration and outcome of gaming sessions

Wager frequency

Adopted payout methods

The frequency of reversing payouts

Membership duration

Thank you for choosing us.

Dear Matthew,

Thank you for submitting your complaint and I am sorry for your unpleasant situation. Do you agree with Casino Guru contacting the casino about this issue? I hope I will be able to help you as soon as possible. Thank you so much in advance for your reply.

Best regards,

Satrio

I have made a new payout request, with the old bitcoin address that was submitted with a verification form on 1-30-20  and I will wait to see what happens. Also, this does not address the previous payout request that was a made with a verified bitcoin address that was submitted for $2100. I was informed by the Slots Empire that $500 was approved, but I only received $300 (see attachment) and my account still hasn’t been credited the missing $200.

Hi Matthew,

Thanks for the reply. I have contacted the casino representative regarding this issue and hopefully, they will give us feedback soon.

Regards,

Hello Matthew,
 

We thank for your query in regards to this matter. We are extremely sorry for the inconvenience caused by the recent event.

Having looked into the matter, we can confirm that minor human mistake took place and the 1st payment was $200 short.

As far as we can see, you’ve been in touch with our Billing office on this matter.

They have confirmed that the missing amount has been included to the recent payment since you have settled the Bitcoin wallet you’d like to use in future. Please kindly contact our Billing team should you need any further assistance.

Regards,
Slots Empire team

Dear Matthew,

Could you please update us on your issue? We are extending the timer to 7 days. Thank you in advance.

I have now been paid $1300 of the $2100 owed and my account was credited the $200 that was mistakely  deducted from my balance .

Thank you and I appreciate  your support. 

Hi Matthew,

Thank you for your reply. Please keep me updated once you get fully paid so I can mark this complaint as "resolved".

Kind regards,

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our emails and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.