Slots of Vegas Casino - Player has been waiting for winnings for over a year.

I've contacted slots of vegas off and on for over a year. My withdrawal was approved, and submitted all documents over and over. Every time funds were ready to be released they stop the funds from releasing stating there was a bonus adjustment wasn't ever told that. It wasn't a bonus attached to my funds release. I talked to over 6 different reps, kept being told everything looks good. Everything is attached with the request. It gets submitted, and then declined.

Dear Amib26,

Thank you for submitting your complaint. I’m sorry to hear about your negative experience. I can only imagine how frustrating it must have been for you to wait for your winnings for more than a year. Please allow me to ask you a few questions, so I can understand the whole situation completely. Did you receive any explanation from the casino why your winnings have never reached you? Could you please advise if your account is still accessible? Do I understand correctly that your withdrawal is still pending inside your account and has never been processed? Could you please confirm that your account has been fully verified in the past?

I truly hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela 

Dear Amib26,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

1)after months and months of customer services reps saying and checking my documents saying evetything was good. I was finally told it was denied due to a bonus play threw. I explained i hadnt used a bonus so there isnt a play threw. I was told thats why it was denied. I tried filing a report from there website like it advised with the cds, got no reponse and when I tried to check the ticket# got an error from the link.

2)yes my account is accessible, was in it yesterday to check. I also have screen prints.

3)my account has been validated, and balance pending. If you need copies of screen prints please let me know.

I was able to login with my user name and email address yesterday. My withdrawl available is $185.00. Last year contacted slots of vegas for my withdrawal of my winnings. I contacted them every 2-3 weeks for 4 month's. Requesting my winnings. I kept talking to customer service over and over making sure all paperwork was completed every thing. Everything was going as planned until the payout withdrawl. They couldn't tell me why it kept happening.

Thank you, Amib26, for your reply. Please forward any relevant communication and supporting evidence to petronela.k@casino.guru. Looking forward to hearing from you.

Hi Petronela,

Im emailing my screen shots and emails to you. Thank you,

Ami B***

Thank you very much, Amib26, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Amib26,

I looked at your complaint and will do my best to help you. I would like to invite Slots of Vegas Casino into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal?

Hey all,

I've reviewed the situation, your documents are indeed complete as of the 16th of May Amib26. I had a look and I don't see a payout method submitted as yet, we still need to get a valid payout method on file before you are fully eligible for withdrawal.

Let's put that to the side for the moment however. Looking back on the history I see you submit the request and it's denied, you submit and it's denied and I think it's a good idea to look into the root cause.

The win you are requesting for withdrawal comes from two different deposits both using deposit bonuses, since the playable balance was not played down between the two both of these bonuses effect the withdrawal. The first deposit was using a bonus for $82.50 the second a bonus for $69.

These bonuses are non-cashable and removed on approval before payout.

Being as the minimum withdrawal amount is $100 and the withdrawal you have been requesting is for $185, if you subtract the combined bonus amount of $151.50 your requested amount is below the minimum amount for withdrawal ($33.50) and that is the reason it keeps being denied.

In order to make this a withdrawable amount you'll need to play it up a bit to a minimum of $251.50, that way when the bonus is removed there is the $100 minimum left to withdraw.

I hope that clarifies things a bit.

Best,

Nick and Slots of Vegas

Heres the situation. There was an error with the bonuses they were applied and removed my customer service. Right away. They were selected by mistake. So its my money. Why for 4 months I applied for withdraw...All documents complete. Talked threw the withdrawl reps, no one saw this. After 4 withdraw attempts to make sure everything was correct this was brought up. And Denied. How do other reps not see this on the account. Im on disability so a fixed income. Why would I play again upto $251.00 to have slots of vegaa come up with another scam. $185.00 is alot of money fot me, nothing for you. You need to refund my money,and close my account. Its not just me, youve done this with numerous customers.

Hey Amib26,

It's true that we do this with every player, every time. It's part of the terms and conditions of the casino and of the bonuses that you redeemed personally with your deposits.

Every time you make a deposit using a deposit bonus we give you a pile of extra money to play with. If you lose the money we never mention it again, it's gone and we hope you enjoyed the additional opportunity to play and win. If you win on it that amount is removed on approval, it's not really a negotiation it's the general rules of the casino and written into the rules of the bonuses themselves.

In this case you made a second deposit on top of the cash from the first deposit. At this point both of the deposit coupons are still in play and active in your playable balance. In order to prevent this from happening you should always make sure your balance is as close to zero as possible (below $5 minimally) before making a deposit.

Apologies for the confusion, our Customer Service Department is wonderful and they can help move things along for you however they are not qualified or authorized to remove or replace deposit coupons once they are in play or review a withdrawal request for validity. There is a specific team of highly trained professionals responsible for reviewing all withdrawal requests, assessing their validity, and making the necessary adjustments before approving payout.

As both of these deposit coupons are still in play they need to be removed leaving at least the $100 withdrawal minimum to be valid.

Until there is a valid amount requested for withdrawal there can be no approval and the process cannot move forward.

It's nothing dubious on our part, we offer the best bonuses in the industry but there are certain rules that need to be followed. That's why we spell it all out in black in white in both the terms and conditions of the casino and the coupons themselves so the player can determine if those rules are suitable for them.

Best wishes,

Nick and Slots of Vegas

Dear Amib26,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

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