The player from Italy is struggling to withdraw funds using an Italian payment provider probably due to geolocation.
Slots of Vegas Casino - Player is having difficulties with withdrawal.
Amount: $888.71
Slots of Vegas Casino
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7.4
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
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4 years ago
I deposited on 05/11/2020 via Postepay debit card of Poste Italiane SpA, obtained the bonus and completed the required wagering I made the withdrawal on 07/11/2020 after my account had been previously verified and I had sent the details for payment (IBAN and SWIFT of the same bank issuing the debit card). By 11/17/2020 (seven business days) the withdrawal should have been approved and the winnings paid. Only today, after 13 days from sending the bank details and multiple reminders sent both via chat and email, they informed me that they cannot pay me by wire transfer to the Poste Italiane Spa account !! All this is absurd. I kindly ask for your intervention so that the casino complies with the conditions as per the contract and pays the winnings through the same payment method with which I made the deposit or the Postepay (debitio card) of Poste Italiane Spa, of which they hold among other things my authorization (MCA), or through a wallet account such as Ecopayz or Paypal, thanks.
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4 years ago
Dear Nemokid,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Several factors such as geolocation, and contracts with the payment providers might have a major influence.
Have you ever made a successful withdrawal before? Have you been offered any alternative methods to withdraw your funds?
Additionally, please forward any relevant communication between you and the casino to kristina.s@casino.guru.
I truly believe that we will be able to help you to resolve this unpleasant situation as soon as possible. Looking forward to hearing from you.
Best regards,
Kristina
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3 years ago
Translation
Hi Kristina, this is my first withdrawal with the casino in question. I asked several times if there is another fast method to receive the winnings but they only answered me via bitcoin or checks (very disadvantageous method with long credit times). I have no intention of opening a bitcoin account and I do not see why they cannot make a transfer using the bank details sent with a lot of SWIFT ... they replied that with Poste Italiane SpA they had several problems but this motivation seems to me a lot random! Personally, I have never had any problems with my bank regarding international wire transfers. Below is the response received from the Department that proceeds to process the payments:
Alicia D. (Support Center)
Nov 20, 2020, 2:29 PM GMT + 1
Hi Igor,
We apologize for the inconvenience. Our customer's have had some challenges with receiving their payouts. Therefore we no longer accept this bank. Kindly send us an alternative bank wire information
Bank Name:
Bank Address:
Exact Name registered in Acct:
Beneficiary Address Registered on the bank act:
Account Number:
Swift code:
IBAN:
Currency:
Checking Account or Savings Account:
Type / Name of Banking Account:
Place of Birth (City / Country):
Regards,
Alicia Davidson
This is my complaint sent previously:
Igor
Nov 19, 2020, 5:30 PM GMT + 1
Hi Alicia,
after 8 working and 13 calendar days, do you inform me that you do not accept a bank transfer as a payment method through the first bank of Italy as Poste Italiane Spa with regular IBAN and SWIFT and above all after having collected my deposit made through Postepay which is a debit card issued by the same bank in question? Are you joking by any chance? THIS IS ABSURD, AMAZING!
Please to indicate with a list which bank do you like at this point so as not to have unjustified delays in payment, considering that:
1) I HAVE "ONLY" ONE BANK ACCOUNT (POSTE ITALIANE SPA)
2) A DEBIT CARD (POSTEPAY) WITH WHICH I PAID YOU ON 05/11/2020!
3) ECOPAYZ ACCOUNT WHICH IS USED BY MANY USA CASINOS.
Since the deposit was made via Postepay debit card issued by Poste Italiane SpA, please proceed to the payment by the same method.
"Best" regards.
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3 years ago
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I also asked if they accept TransferWise, the multi-currency account authorized by the English FCA but I haven't received an answer yet (most likely they won't accept it with the usual excuse at this point). In the emails they say they will reply in 3 working days ... but they actually reply even after triple the time indicated! A very bad experience with this casino, sorry to say.
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3 years ago
Thank you very much Nemokid for your reply. I will now transfer your complaint to my colleague Jozef who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.
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3 years ago
Hello Nemokid.
I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.
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3 years ago
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Hi Jozef,
as I could imagine they don't even accept TransferWise, so the only solution would be to send them a carrier pigeon (let's laugh at it, which is better)! Seriously, I asked them for a list of banks they like as any form of payment is rejected! I am attaching the email received and sent in response ... for the rest no comment!
Alicia D. (Support Center)
Nov 24, 2020, 3:55 PM GMT + 1
Hi Igor,
Unfortunately , we do not have TransferWise as a payout option at the moment. Kindly send us an alternative bank wire information
Bank Name:
Bank Address:
Exact Name registered in Acct:
Beneficiary Address Registered on the bank act:
Account Number:
Swift code:
IBAN:
Currency:
Checking Account or Savings Account:
Type / Name of Banking Account:
Place of Birth (City / Country):
Regards,
Alicia D.
My answer:
Hi Alicia,
since you do not make payments via Ecopayz, Paypal, Visa and Mastercard and you only accept banks of your liking, please tell me which bank you might like in order to avoid further delays (17 days), thank you! Do you accept N26 or it's better FinecoBank?
We are really at the paradox that the customer asks the casino which method he prefers to get paid! Things never seen !!
Edited by a Casino Guru admin
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3 years ago
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Good morning,
I update you on the somewhat paradoxical situation: the same person from the Department answered me, pretending nothing about my request to send me a list of the banks that suit them ... but nothing. I am attaching the original emails.
The last answer received this morning:
Alicia D. (Support Center)
Nov 25, 2020, 10:23 AM GMT + 1
Hi Igor,
Please send us your bank details in the order below. We will review it and get back to you. Thank you.
Bank Name:
Bank Address:
Exact Name registered in Acct:
Beneficiary Address Registered on the bank act:
Account Number:
Swift code:
IBAN:
Currency:
Checking Account or Savings Account:
Type / Name of Banking Account:
Place of Birth (City / Country):
Regards,
Alicia D.
This is my request to which they did not respond in essence:
Igor M.
Nov 24, 2020, 6:27 PM GMT + 1
Hi Alicia,
since you do not make payments via Ecopayz, Paypal, Visa and Mastercard and you only accept banks of your liking, please tell me which bank you might like in order to avoid further delays (17 days), thank you! Do you accept N26 or it's better FinecoBank?
THE DEPARTMENT PRETENDS NOTHING AND ALWAYS SENDS ME THE SAME ANSWER!
At this point, having opened a multi-currency account especially for them, I am sending them their bank details to see how they behave and if they make this blessed transfer (wire transfer).
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3 years ago
Greetings all,
Apologies for the frustration on your end Nemokid, if there was a way to automate the process trust me we would have found it. As technology improves we're sure to see such things improve with it however until that point everything must be reviewed by a real live human being at every point and considering the hundreds of thousands of requests daily they do a pretty good job in my opinion, just takes a little longer than we all would like.
I have confirmed that the new wire transfer details have arrived and that they are in line for review, I've even requested a bit of a priority on your behalf, however just be patient and if further information is requested just provide it. Plainly, simply, and as thoroughly as possible.
From where I'm sitting now it looks good, but they are the experts. It's what they do.
Best,
Nick and Slots of Vegas
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3 years ago
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Good evening,
in my humble opinion the best method to automate your casino (which among other things is already partially automated) and not have problems with your current, past and above all future customers could be to have a few good and efficient payment methods that allow for both deposit and withdrawal by the customer. After all, accepting any form of deposit but then having problems with withdrawals I don't think it's the best for a current casino! My withdrawal was requested on 07/11/2020 after having deposited with Visa card (a top circuit), it would be enough for you to accept withdrawals with this same method since you use it to collect payments (the currency exchange is a low percentage equal to 1% and occurs automatically on both sides). Another solution could be to implement Ecopayz which is accepted by many US casinos and even Paypal! However I do not think it is acceptable that to make an ordinary or urgent transfer more than two (2) weeks pass with absurd references about one bank rather than another !! We are in 2020 and there is no shortage of electronic payment forms, including authorized currency changers. Considering also that several times I have asked you for assistance regarding which bank to use without having any feedback on this. Having said that I have sent you the details of another current account of mine opened at a primary bank in the USA so as not to have to bother too much to make this blessed transfer in the hope that there are no other unjustifiable unexpected events. Best regards.
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3 years ago
Greetings Nemokid,
I can see you have been in contact with the payouts department for some time now, they really are trying to get you paid and giving you every option available to you. Unfortunately we are limited to the payout methods available to us. In a perfect world all of your wonderful suggestions would be valid however we are required to do things a certain way no matter our personal feelings on the subject.
Please cooperate with them and follow their instructions and I'm certain you will have a resolution to your current situation.
Best wishes,
Nick and Slots of Vegas
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3 years ago
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Good evening Nick,
what should I still solve with them excuse me since they have all the means to be able to carry out the requested transaction on 07/11/2020!? One (1) month to collect a withdrawal are exaggerated as well as the response times to requests for assistance that far exceed the three working days communicated in your emails ... also when depositing with my Postepay debit card Poste Italiane SpA took my money immediately without batting an eye. I'm sorry but the seriousness of people and therefore of companies can be seen from these facts and not from the words thrown to the wind. I have communicated to you: valid bank details of the Bancoposta Click current account of Poste Italiane SpA which allows you to make and receive international transfers with the currency exchange service implemented as per the link that I enclose, also to meet your disservice I have opened a multivatula current account with one of the major world banks or TransferWise (you have two ways now to be able to make the urgent transfer through your bank) where the transfers arrive even in a few hours by communicating BIC / SWIFT and IBAN, not only did I also inform you that I have an account with Paypal and Ecopayz as well as being able to possibly load my Postepay through dedicated services known all over the world! And you answer me that in 2020 a casino that accepts almost all players from all over the world doesn't have the way to pay a new customer? A bit of seriousness please, you can comment for yourself! To date I have communicated 5 payment methods to you, make vobis ! I am here that I have been waiting unjustly for some time now for the payment of the winnings and every time you ask me again for my bank details or other !! Patience has a limit.
https://www.poste.it/prodotti/bonifici-sepa-e-postagiro.html
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3 years ago
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I update you on my situation:
1) I have communicated the bank details of Poste Italiane SpA with which I made the deposit at the casino but they refuse the data of this bank for which valid reason is not known:
2) I communicated the bank details of TRansferWise but also here the same speech:
Alicia Davidson (Support Center)
Dec 4, 2020, 4:05 PM GMT + 1
Hi Igor,
Unfortunately , we do not have TransferWise as a payout option at the moment. Kindly send us an alternative bank wire information
Regards,
Alicia D.
3) I communicated to pay me with Paypal, Ecopayz and they did not reply:
4) I communicated to pay me via Postepay debit card with which I paid at their casino but they did not reply:
5) I finally asked which bank they accept and they didn't answer me (obviously all banks are not good at this point).
EVERY TIME I PROPOSE A METHOD OF PAYMENT BY BANK TRANSFER THEY TELL ME THAT THEY DO NOT ACCEPT THE PROPOSED BANK, AT THIS POINT I ASK NICK WHICH BANK THEY PREFER TO MAKE THE PAYMENT! THANKS!!
I also request immediate assistance from Casino Guru to intervene as it is evident that the casino does not have the will to pay the winnings.
Best regards.
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3 years ago
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Dear Nick,
why does your casino not accept to pay by international bank transfer (BIC / SWIFT) to a Poste Italiane Spa current account? What changes for the Department to pay on one or another bank? The proposed bank allows you to receive and send non-local currency as I attached in the previous message, the Department informs me not to accept this bank ( yet my deposit was made with a card issued by the same bank !), Which is the substantial reason of such refusal (it takes little imagination to imagine it)? It would be enough to insert in your administrative software the bank details or the name + SWIFT and any IBAN (optional) of the beneficiary and push a button so that the money arrives on my current account in a few days (where among other things I will also have to pay the currency exchange service ). I await an exhaustive reply, thanks!
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3 years ago
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Good evening,
after having communicated the coordinates of two Italian current accounts (Poste Italiane SpA and Banca Mediolanum SpA), apart from the other payment proposals via wallet, Visa and Mastercard etc ... to date no one replies via email from 04/12/2020 and in chat they send me back to another 5 working days to get only an answer from the competent department and not to solve the problem! I kindly ask for your intervention so that the casino honors the payment and makes the transfer with the highest priority to the new bank details of Banca Mediolanum SpA communicated via email.
Best regards.
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3 years ago
Forse ci siamo dopo l'estenuante attesa...
Il giorno mar 15 dic 2020 alle ore 15:42 Colin (Support) <info@casinosupportcenter.com> ha scritto:
Please reply directly to this message
Colin (Support Center)
Dec 15, 2020, 3:42 PM GMT+1
Hi Igor,
My name is Colin and I'm a payout specialist with Slots of Vegas responding on behalf of Alicia as she's out of the office right now. Everything is in order but one small clarification please:
Can you confirm 100% your account below accepts USD?
Thanks, we're looking forward to resolving this with you.
Regards,
Colin
________________________________
Hi Colin,
I confirm at 100 % that my bank account opened at the Banca Mediolanum SpA accepts USD.
Please make the payment immediately.
Best regards.
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3 years ago
Hey Igor,
Thank you for your cooperation. As you can see I have given your case to Colin, he is the best of the best and now that we have the necessary information on file he should have you taken care of shortly.
Best wishes,
Nick and Slots of Vegas
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3 years ago
Della serie: meglio tardi che mai... ma non ci siamo proprio!
Colin (Support Center)
Dec 16, 2020, 7:03 AM GMT+1
Good morning Igor,
Thanks for the confirmation, your account is now fully updated ... I've requested your pending withdrawal be reviewed ASAP and should have an answer today ... thereafter your item moves to our Finance department and should be paid shortly. Congratulations on the win, happy holidays and we wish you well and for additional inquiries as to payout status, kindly contact customer support via live chat though as mentioned, your "Pending" withdrawal may take upwards of 24 hours to be reviewed, now that everything is in order.
Regards,
Colin
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3 years ago
Igor, please, let us know when you receive the payment. I am extending the timer by 10 days.
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3 years ago
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They will have to find the right button to send the transfer ... it's not easy!
Greetings.
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3 years ago
igor xxxxxxxxxx
11:02 (0 minuti fa)
a Support
Good morning Colin,
since two working days have passed since the withdrawal was approved, I request payment of the winnings by urgent bank transfer no later than today (42 days have passed since the first withdrawal request!).
Regards.
Igor xxxxxxxxx
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3 years ago
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GOODMORNING EVERYONE,
DEAR NICK, WE HAVE NEWS OF THE URGENT BANK TRANSFER THAT YOU SHOULD HAVE DONE ON 16/12/2020, IT HAS PASSED "ONLY" 55 DAYS SINCE THE FIRST WITHDRAWAL REQUEST ...
REGARDS.
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3 years ago
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Good evening,
sorry so much but if you continue to give extensions of 10 days in 10 days with the casino clearly delaying the payment, we will arrive by doing so at Easter 2021! It seems clear to me that this casino is not from 8.1 / 10 but from 1.1 / 10 or 99% unreliable !!
Colin. thank you for your heartfelt Christmas wishes but here it is urgent that the payment be made immediately !!
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3 years ago
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We are 10 working days from the last withdrawal request .... no one was heard! In chat I was reassured that in 7 maximum 10 working days the payment would be made but as far as I can see this casino does not honor its promises. I would propose a revisit of the stars as they do not correspond to the actual experience had at this casino, very, very unreliable! Colin what happened to you? Can't find the button to make the transfer?
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3 years ago
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I just contacted the casino chat but they pretend not to understand and ask me again for all the documentation when the withdrawal was approved on 16/12/2020 but to date no payment has reached my bank account!
I kindly ask you to intervene so that the casino honors the payment of the winnings.
Happy holidays and happy 2021 to all the staff!
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3 years ago
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DAYS OF DELAY IN RECEIVING PAYMENT: 57
Hello everyone (even to the legendary Colin who has long since disappeared),
I underline here that a casino that does not pay winnings cannot be defined as excellent! I therefore ask the staff that this judgment be downgraded by virtue of the behavior shown towards me, to protect, among other things, any other possible abuses operandi towards old and new players.
Best regards.
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3 years ago
Dear Igor,
please, be aware that you chose to play in the casino which is known for very slow withdrawals (we provide this information in the casino review) but they always pay the player so I highly recommend you to stay patient. I will now ask Nick what is going on with your payment.
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3 years ago
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Jozef, slow payments? Jurassic I would say! Two months to make a payment when the player deposits and the money disappears instantly !! In addition, what is the assistance there to do as it turned out to be very bad ... I have no words. Casino reputed to be excellent with all these problems? So what should other casinos have twenty stars? They pay in 48 hours on average (see SlotoCash) and operate on the same RTG platform! I would opt for a 2 star maximum for this casino !!
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3 years ago
Well all,
The good news is payment did go out to our 3rd party for you Igor on the 4th of January as a wire payment. generally they take between 3 and 10 business days on delivery so you should be seeing that cash hit your bank account in the days to come if it hasn't already.
Best wishes,
Nick and Slots of Vegas
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3 years ago
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Good morning Nick,
if I do not read wrong only on 04/01/2021 (Monday) the payment order was sent to the Finance Department. The Finance Department should proceed with the submission no later than 01/25/2021. In my account I should therefore see the maximum money no later than 26/01/2021. Please send me a copy of your transfer order as soon as the Department makes the payment (we are 4 working days of waiting) to my personal email to which the account opened with you is associated.
Best regards.
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3 years ago
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Dear Nick,
having not yet received either the money in my current account or your response regarding the alleged transfer made, please send me an urgent copy of the provision of the same through your Finance Department no later than 24 hours from this.
Best regards.
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3 years ago
Greetings Nemokid,
On your deposit of $58 you used a deposit coupon giving you an additional $145 to play with. This bonus amount is non-cashable and was removed on approval from your withdrawal request of $888.
After the transaction fee of $12.50 the amount of $730USD was released for payment, depending on the Euro conversion at the time of deposit and banking fees on your end the amount quoted could very well be quite correct.
Best wishes,
Nick and Slots of Vegas
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3 years ago
Greetings Nemokid,
The first thing I will say is if there was a single cash bonus of any variety available to you I would issue it immediately due to the situation, however there is nothing you qualify for that I can issue unfortunately.
International conversion fees (in this case one conversion to USD then another to Euro) are a bit of a wild card and not something we can be held accountable for as stated in our terms and conditions: "Please be aware since this is an international transaction, your bank and/or other banks involved may charge additional currency conversion and processing fees."
The transfer fee on the part of the casino you will also find in our terms and conditions: "All withdrawals may incur a processing fee of up to $40, depending on the payment processor and/or withdrawal amount."
I hope this clarifies things for you.
Best,
Nick and Slots of Vegas
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3 years ago
Hello there,
Dear Slots of Vegas Casino team and Nick.
Thank you very much for your cooperation in this case.
Dear Nemokid.
We believe the case has just come to its end. It is clear that you received the withdrawal, delayed, but you choose to play with the casino which is known for slow withdrawals (it is clearly mentioned in our review). Although, it is slower than in usual the casino always pays legitimate winnings.
The International conversion fees are completely common, and it is not something the casino can be blamed. If you want to avoid such fees I recommend you to play in the casinos focused on IT market (of course with Italian license).
Concluding all the facts, we consider the issue got resolved and I am closing the case as 'resolved'. Please, let me know if you have any questions or require further assistance.
Best regards, Jozef
Casino.Guru
