Slots of Vegas Casino - Player account was closed without any explanation

All my deposits have been with bitcoin i submitted a withdrawl for $750 sent 3 sets of documents and completed 3rd party verification at slots of vegas request over a 2 week period was told by multiple customer support agents the authorization agreement  wasnt needed for bitcoin deposits . After over 2 weeks of being told different instructions  by different support agents i tried logging in unsuccessfully 5 times a chat window opens support says my account is closed then got hung up didnt let me get one word in . I had a pending $750 withdrawal and a $2000 balance  . So they closed my account and took $2750. Username sharsharr25 

Hello Sharlene.

Thank you very much for submitting your complaint through our website. We will contact the casino and ask them what happened in your case.

Regards, Matej

I was contacted today by Tawni from slots of vegas about my account cloeure now  tthe reason being given is multiple accounts . In my account history there will be a chat when i contacted slots of vegas suppourt to ask if i had a account cause it had been along time since i played there and if so what username then i asked slots of vegas if everything was ok with my account and if i can deposit . I was told sharsharr25 was my username my account was good and i can deposit without problems . Im not redeeming multiple free chips ive got back to back bitcoin deposits and i contacted slots of vegas customer support for this exact reason and was told my account was good.

Thank you for an update. We are still waiting for their reply.

Hello Sharene, 

I am looking into this for you and will be back soon. 

Thank you 

We would like to ask the Slots of Vegas 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’.

Hi Sharlene, 

As this is not the forum to discuss matters of KYC and documents I have requested the Casino Guru representative to inform you regarding this complaint. 

Sincerely 

Steven 

Whats next for me to do ? I dont understand 

Hello Sharleen.
The casino told us that you didn't pass through KYC verification. We are still waiting for evidence from the casino, which proves or disproves this statement.
Please be patient.
Regard Matej

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’.

I can pass kyc verification anything required If I can get directions from one person instead of 10 different customer support agents . Kyc verification can be failed for a variety of reasons and is very common and easy to fix

Hello Sharlene.  

We are in the middle of a discussion with Slots of Vegas Casino. We didn't receive all the evidence yet, and for some of it, we may require Power of Attorney from your side (we sent it with the first email). Please fill the printed form of Power of Attorney and send it to matej@casino.guru.

Because we are still negotiating, I am extending the timer for another seven days. We are very sorry for your troubles, and I hope we will collect all the evidence soon and make a final decision.

Negotiating ? How about the evidence I contacted support to inquire about my account status back in 2011 and at the beginning of this year. I was told my account was good tawni said multiple accounts Steven says documents . Y can't I send whatever documents requested I don't understand . I would rather have my account restored , with balance . If u can't have my account may I please have my balance or my deposits refunded or payed out via Bitcoin same as my deposits. Thank u guru for your help I'm devastated

How can they go back on there word 

Hello Sharlene. 

Based on what the casino told us, they believe that you are a fraud. We would like to examine the evidence that they collected, but for that, we need to have a Power of Attorney. The casino is not authorised to share with us your account history and other personal data, and the Power of Attorney. Could you please fill the printed form of Power of Attorney and send it to matej@casino.guru? We sent the form to you in the first e-mail. Then we can continue the complaint solving process and hopefully move forward. 

Regards, Matej

How are bitcoin deposits fraud ? What about me asking if my account was good to deposit ? If they think im a fraud i shouldve been shut down on the spot . How r back to back deposits via bitcoin a fraud ? One thing we all know that over at ask gamblers this casino gets a new complaint everyday and guess what these people complaining are all begging for there money !   I wanna see this so called evidence  , how come it has taken this casino 3 months to say this? If fraud is suspected y wasnt i told directly the day they closed my account. I wasnt told anything . How rude first of all to treat a customer, right when i won i contacted live chat to ask how much of my balance was withdrawable the lady reviewed  mmy account for a good 30 minutes then she comes back with CONGRATULATIONS ON YOUR WIN . first reason i was given was multiple accounts then kyc documents now its fraud . My god can i have a chance to prove im not . I sent those bitcoins from my verified coinbase account i can provide those records if u want and anything requested , please help

Hello Sharlene.

The casino is willing to share the evidence, and we are only waiting for you. I would like to ask you for the third and last time, could you please fill the printed form of Power of Attorney and send it to matej@casino.guru? We sent the form to you in the first e-mail. The casino would like to show us your personal data, and for that we need to have your approval. Without this step we cannot move forward, and we will be forced to reject your complaint.

I sent the power of attorney as requested

We have received handwritten power of attorney from Sharlene, and we are now asking the casino to publish all the evidence what they have.

Greetings Sharlene,

We are in the process of an in depth review of the case, apologies for the delay however as simple as it may seem on the outside it is rather complex and requires some specialized assistance. I have submitted certain documents for review with the casino.guru team and we are working to assure the situation is handled appropriately. Thanks for your patience.

Best wishes,

Nick and Slots of Vegas

Im so happy we are making progress . I have a few chats saved can i submit those ? Can u look into my chats with slots of vegas those would give vital information to this case  i dont have all of em just some 

Hello Sharlene.

Yes please, all what you would like to share paste here. 

Dear Sharlene,
Despite the files what you sent us, we received evidence from the casino and examined it thoroughly. We decided, based on the multiple evidence from the casino, to rule this case in favour of the casino. We are rejecting the complaint as "unjustified".

If you disagree with our opinion, you can always contact the casino regulator.