Slots Empire Casino - The player's withdrawal is delayed.

Deposited $40.00 on September 29, Bankwire withdrawl for $1100.00 on 9.30.2022 and declined 9.30.2022 and later approved on 9.30.2022 for $500.00. requested bank wire withdrawl on 10.07.2022 for $600.00 and declined. On 10.07.2022 Bankwire withdrawl for $300.00, and it was approved. I have called the csino various times and was told payments were sent but till this day 11.23.2022 I have not received my winnings. I completed verification process and bank information given.

Hello jgonzalez54,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Slots Empire 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? Did you accumulate your winnings with real money or did you use a bonus? 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 reviewing my case. My account was fully verified via email on 9.22.2022, real money was used for deposit transaction $40.00, last time I spoke with casino was via email via Jeff Henderson and Kelsey Harris for approval of $300.00 on 9.30.2022. My first follow up on this matter was 9.22.2022 with Emily and was told there was no payout request, on 9.26.22 I was emailed pending pay out for $500.00 via Corey Ables, on 9.30.22 I received approval of payout request for $500.00 via Jesse Henderson, finally received approval of pay out request for $300.00. I have yet to hear from the casino as to why I have not received my winnings.

Regards,

Jose G******

Thank you jgonzalez54 for all the information provided. I will now forward your complaint to my colleague Natalia (natalia.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hi jgonzalez54,

I've just reviewed your case and fully understand your concerns about the delayed payment. In order to help you with the issue, I will contact the casino.

I'd like to invite Slots Empire Casino to join this conversation and participate in resolving this case. Can you please provide us with more information? Can you confirm that the withdrawal request has been processed by you and what are the reasons for such a delay?

I'm looking forward to hearing from you.

Best regards,

Natalia

Hello jgonzalez54,

Thank you for your feedback. I've been in touch with Billing representative regarding the matter and was informed that your Payouts have been successfully processed through the Bank Wire option. Billing manager has already emailed you offering assistance, so that you are able to locate all transactions.

Should you have any questions we'd be happy to assist.

Regards,

Slots Empire Casino Team

Dear Slots Empire Casino Team, thank you very much for the response!

Dear jgonzalez54, as you can see the casino replied to your complaint and confirmed that the payout of the funds has been processed. Could you please confirm that the casino's manager already contacted you regarding this?

I really hope that your issue will be soon resolved and you receive your winnings, but please be patient as it can take some time till the money reaches your bank account.

I'm looking forward to hearing from you!

Regards,

Natalia

Dear jgonzalez54,

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.

I sent my statements as proof that my bank has not received my winnings.

Dear jgonzalez54,

Please be informed that the account number on the statement provided differs from the one confirmed upon KYC validation of your account. Please kindly check your email box for more details.

Thank you,

Slots Empire Casino Team

Dear Slots Empire Casino Team, could you please send any proof to my email address (natalia.b@casino.guru) confirming that the payout was indeed processed from your side?

Looking forward to hearing from you!

Best wishes,

Natalia

Dear Natalia,

The proofs have been sent. Please let us know if you received them.

Regards,

Slots Empire Casino Team

Hi Slots Empire Casino Team, thank you very much, I received your email with the proof that the money was paid out. I would like to kindly ask you about your previous post here, that the provided bank statements from the player have a different account number than what was stated during KYC. I'd appreciate it if you can send these as well to my email address natalia.b@casino.guru.

Best wishes,

Natalia

Dear Natalia,

The bank statements that you requested have been sent. I also provided the explanation for each bank statement that we received. Please let me know if you received them.

Regards,

Slots Empire Casino Team

Dear Slots Empire Casino Team, thank you, I received the statements from you.

Dear jgonzalez54, we've got the evidence that the money was paid out to you to the bank account that you initially mentioned during the KYC verification. Can you please specify, if you have an access to this account?

Regards,

Natalia

Hello and thank you for your respoonse, What is the KYC verification? I have only used the Chase Bank and yes I do have access. What evidence do you have that the money in question has been received? Is the payout in the statemenet I sent? If so is there a special code I should be looking for?

Hi Natalia yes this is my account and have access to it; when did the transaction appear on my bank statement? How would I identify this transaction, is it an ACH deposit, how much was the total deposited?

Regards,

Jose Gonzalez

Dear jgonzalez54,

According to the screenshots the casino sent to me, there were three payouts to the above-mentioned account. The first one in the amount of 485$ was processed on 7/25/2022, the second one in the amount of 285$ was processed on 10/19/2022, and the third payout in the amount of 285$ was processed on 10/25/2022.

Can you see these transactions in the history?

Regards,

Natalia

Hello Natalia I think we are heading in the right direction, I found 2 transactions on my statement dated 10.20.2022 and 10.26.2022 for $285.00 each; they were listed as "Long Island LTD, EDI payment" might these be the ones sent by the casino? I did not find a transaction on 7.25.2022 for $485.00. That being said I believe I am still owed approximately $600.00.

Regards,

Jose Gonzalez

Dear jgonzalez54, I'm very sorry, this is my fault - I wrote the incorrect date for the transaction of 485$. It was processed by the casino on 7/10/2022, so I guess it should've been received by your bank on the 8th of October. Could you please check this again?

Anyway, I'm glad that you can see two other transactions. I'll be in contact with the casino representative to find out if there've been any processing fees since according to the casino they paid you an overall 1,055$ and it looks like there's been a fee of 15$ for each transaction.

Regards,

Natalia

Hello Natalia I just went through all my statements from July till end of December, I did not see a deposit for $485.00, whats next?

Dear jgonzalez54, I'm sorry to hear that you couldn't find anything. I'd kindly like to ask you to send these bank statements (for October-December) to me if possible, so we can double-check the information. You can send these to natalia.b@casino.guru.

Best regards,

Natalia

Hello Natalia, I request an extra 2 days to respond;I am currently out of town for the next couple of days.

Regards,

Jose Gonzalez

Hi jgonzalez54, I understand your situation. I'll set the timer for you for another 7 days. I hope to receive the bank statements from you as soon as possible.

Best wishes,

Natalia

Hello Natalia, I sent the statements from October thru December, have you received them?

Hi jgonzalez54, unfortunately, I haven't received anything from you. Please, try again at natalia.b@casino.guru or alternatively at p.cenin10@gmail.com - this is an unofficial email that belongs to me too. Please, make sure you copy addresses correctly.

Regards,

Natalia

Hello Natalia I have sent the required bank statements, hopefully we will reach a decision on my request.

Thank You,

Jose Gonzalez

Hi jgonzalez54, thank you for the documents. I've checked them and found the missing transaction. $485 was transferred to your bank account on 10/11 - I'm attaching a screenshot, please, check it.

Dear Slots Empire Casino, could you please explain to us if there've been any withdrawal fees imposed since the player requested a withdrawal of an overall $1100, but he received only $1,055 - so $15 was deducted from each of the three transactions.

Looking forward to hearing from you.

Regards,

Natalia

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.

Hi jgonzalez54,

We apologize for the delay.

Casino itself doesn't charge any Payout fees, however those could be applied by processing banks. The missing amount can be either credited to the playable balance in form of real cash or added on top of next Payout, whatever option works better for the Customer.

Should you have any questions we'd be happy to help.

Regards,

Slost Empire Casino Team

Hello Natalia, please add the amount to my playable account.

Thank You,

Jose Gonzalez

Dear Slots Empire Casino Team, thank you very much for the reply. We really appreciate your willingness to help the player receive the full amount. As previously written by the player, he'd like the missing amount to be credited to the playable balance. Please, let us know when it'll be done. Thank you 🙂

Best wishes,

Natalia

Hi jgonzalez54,

Our Casino representatives have already credited your account with $45 in form of real cash so you can give it a shot now or save for later and try your luck when the time comes 😉

Please let us know if you have any other questions. We'll be glad to help you out.

Regards,

Slots Empire Casino Team

Hi Natalia my account has been credited $45.00 playable money: Thank you for all your efforts!!!!!

Dear jgonzalez54,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Natalia