Slots of Vegas Casino - Player's account blocked after attempting to withdraw winnings.

I signed up and played on this site and made several 50-100 dollar deposits. I had already fulfilled any coupons and the winnings being disputed are not from any promotions. I read the terms/conditions many times and had a friend who is a lawyer read. I didn't opt into the promotional offers due to the amount you need to wager/play to even get a cent. I should have read reviews prior but I was a newbie. After losing hundreds, with zero issues with my deposits/already verified via phone and online, I won on keno. I played some more and when I went to withdraw I got the run around. No one could answer me or explain. They said the generic responses as if I used a bonus or a coupon, which I had not. I had all my ducks in a row. And in the attached I did have a legal person give advice on the terms because I wanted to make sure I followed through. Which I did. I even asked to just refund my deposits, which was less than my winnings. But it's not fair. I don't win at anything so to have this be such a ridiculously hard issue to resolve pisses me off. No issues taking my money but now I get the runaround and then I get blocked. I can't login at all. This is fraud. And it makes me so angry because I played fairly. I lost fairly and yet when I won, i was given run around after run around

I contacted via chat email and phone SEVERAL times. No answers and then blocked whenever I had a valid reason for their lies. I asked for managers, addresses etc and I get nowhere. This needs to be shut down so others don't go thru what I did. In these times, to win anything and have a little extra cash, means a lot. And in this case I was ignored and blocked. And I followed all the rules. Please help me and others. I appreciate it. Allison

Dear Averyala,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise which payment method you have used to deposit funds into your account? How many payment methods have you used to deposit funds into your account?

Could you please forward a screenshot of your cashier history to petronela.k@casino.guru?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

I used one payment method, debit card. And yes, attached is the screen shot with manager approval

I also have many more screen shots of all communication with customer service and the run around and responses that I proved untrue with proof and reference to the terms and conditions. It would not let me upload all communications so on file is just a portion. I also have been blocked from the website for no reason other than I followed the rules and abided by the terms and conditions and was continually "disconnected" (conveniently) and when asking questions I was then banned

I still would like an address and a name of a corporate Manger with contact phone number

Yet i was ignored and ignored. Because i played by the rules.

I also submitted bank statements as requested and then was blocked permanently. I simply asked for what name would show up and got the run around

Yet the money came out of my account, as provided to you, under multiple names. I was only playing on your site. And the exact amount may be a few dollars off due to fees. Yet a normal person would recognize this. This is ridiculous that I have to go to this length and provide this much proof, AGAIN, when you had no problem taking the money, it's just the payout that I finally got. I even offered to just refund my deposits because that was less than winnings, due to frustration. I have a lawyer and have asked multiple times for contact info with no response and then blocking. Had I been smarter I would have Google searched and realized that I'm one of 99% of players that have this same issue with no resolution. And when we provide proof to the responses we get blocked. I would also like to know why I was blocked since I was just advocating for myself without threats or indecent language. Please provide the rationale

Thanks

I've also done as requested and emailed screenshots of my cashier history and no response... just like when I was trying to withdraw and would get hung up on or chat ended several times and then account blocked , I can't login. Just because I followed all of the rules. I've seen multiple posts, in hindsight I should have researched and saw that this site is a scam, of other players having the exact same thing happening. No issues taking all of the money but when you get a little lucky, you get no where after hours of going back and forth with customer service and when they have no other reason they block you and won't provide any contact info.

I can see that you were asked to provide a bank statement showing your deposits from July 24th. Could you please forward this bank statement to petronela.k@casino.guru as well?

I've already done this multiple times with no response. And I was told that my statement was not sufficient because it was from a cash app bank account. It's literally one excuse after the other. Also the total will be off by the fees to deposit. But I've went over that too. My money was taken with no issue and no matter how much proof I give I cannot get my earned winnings. Please see your records for all statements provided multiple times. The last time my account was blocked because there were no more excuses. I've provided statements, government issued ID, proof of residence. All of it is on file. Please provide my winnings

You probably sent the required statement to the casino, but I haven't received any emails from you. Could you please forward it to petronela.k@casino.guru at your earliest convenience?

I resent them for the 3rd time, if I probably sent them to the casino, which I did when asked, why wasn't my withdrawal sent?

Can you send the statement to me as well, please? I do not have access to any documents that you sent to the casino.

I sent them both times you requested. They have now been sent 3 times and also twice to the casino prior to them blocking me for to avoid paying me. It should come from an email ave******23@gmail.com

The only email that I received from you to petronela.k@casino.guru is the one from the 11th of September. This email includes screenshots of your deposit history. I kindly ask you to provide your bank statement where deposits to this casino will be visible.

Those were screenshots of my deposit history. It had my name and other identification on there. I do not need to send my account and routing information for a payout that I'm entitled to, based on your terms and conditions. And you are acknowledging that I sent them by providing that information from September 11th. So either tell me that there's no chance in receiving my payout, as others on guru have reported scam scam scam, or payout. This runaround for weeks, turning into months, is ridiculous. I deposited money..not just once, multiple times, I had losses. And I didn't complain about that, that's the risk. But then I actually won a jackpot (ish) and took partial withdrawal, played the rest, and this has become an obnoxious, fraudulent, breach of terms on your end. I called, chatted, emailed, called, CALLED, CALLED, and no answers. Just convenient "disconnections" from chat and phone because I abided by all the terms. And then a block on my account so I can't contact everyone and i guarantee that was to hide my randomly chosen, ridiculous, user name

But I kept records of every chat, every call. Everything. So in order to not waste either of our time, just say "we are a for profit scam and you will never get your money" because it shouldn't have to go to this level. Facts are facts. No other casino has gone to such lengths to deny a winning. If this is the case, I will fight for proof of deposit and acceptance for all of the losses I had prior to the one win. So if you could provide me with proof of deposit and debit for those please. Otherwise you are responsible for unlawfully debiting money from my account and you will be held to that. This is absolutely absurd. It's not rocket science. I pay, I lose, and lose and you take my money. I won ONE TIME, and now it's a journey. I even asked for contact information because I have an attorney assisting me in this. And I couldn't get that info

Fraud

Scam. Refund all of my losses if you don't want to refund my actual winnings. And stop scamming people. Thats not right.

And your above response acknowledged that I sent the information. It doesn't matter what method. If you would like to send someone to take my actual blood to prove I requested a withdrawal, then do it. None of it makes sense, including that statement. Shut down your website or be prepared for a class action, my attorney and I are part of a larger group working on this.

I want to clarify that I am not affiliated with Slots of Vegas Casino. As an independent employee and professional at Casino.Guru, I am here to assist you in resolving your issue.

The casino has requested evidence of your deposit made on July 24th. To substantiate that the deposit was indeed made, and the funds were deducted from your bank account without any chargebacks, we require your bank statement. Kindly provide it at your earliest convenience to petronela.k@casino.guru. Without this documentation, we are unable to proceed with the case, and threats of legal action won't facilitate the resolution process. Your cooperation is essential for us to conduct a thorough investigation and engage in negotiations.

I sent it yet again. Thanks. I also have all screenshots from me asking what the bank/name will show up as. And I'm aware the exact dollar amount won't match, but close enough, due to the fees. But you are aware of that too. So Thank you for reviewing, as I did not know you were not affiliated with the casino. However, the legal action will not be rescinded, and it will not effect you as you are not affiliated.

Thank you very much, Averyala, for forwarding your bank statement. Could you please specify the disputed transaction? Which one is it from the following ones?

I'm not disputing a fraudulent withdrawal from my bank account, I'm disputing my withdrawal after a win, after following all of the rules, after successful debits after my deposits on the casino end.

Stop playing these games. I have wasted more time arguing this than the money is even worth. Look at the casino reviews, I wish I had, because I'm the 9999th person to report the same thing. Can you explain why I was blocked after abiding by all terms and conditions? After several successful deposits and losses? I never argued against any loss, thats the risk you take. But I've never dealt with this much effort to claim a win. The games, if the casino is NOT FRAUDULENT, are recorded. Just like fanduel. You can go back and see a live replay of the wins/losses. So please refer back to the casino for those records. I didn't have or play with a bonus, I never do because the play through is too much, I won fair and square. I asked numerous times for contact info, for a phone numerous, an address. And I get blocked. That's a scam. I'd like the records of the play sent to me at av*******23@gmail.com. I'm entitled to that because I've been blocked I have no access. And I was blocked for simply requesting a withdrawal. Please explain the reason I was blocked and please provide ME with records of how I was able to obtain a win if I had never deposited and never claimed any promos or bonuses. It was taken out of my account, I made several deposits. I even have on record asking what the "description" would be on my bank statement because this FRAUDULENT casino uses multiple names and I figured that out after it was too late, 9 customer service reps were unable to even provide 1. I have done everything I can possibly do to prove identity and provide statements. Yet I've gotten nowhere. Just generalized blanket statements and back around and around again

How do you sleep at night? If you're not making Over 500 an hour doing this, supporting them, than you have no soul

I sent an entire bank statement and you sent back a screenshot with a few transactions that are obviously not deposits to the casino. That's a bunch of bullshit. I downloaded an entire month statement and that's what you post to this forum? What a joke. I'll gladly submit it here in public, since you play f**king games

To reiterate, I am not affiliated with Slots of Vegas Casino. My sole recourse to progress in this matter relies on your assistance. You mentioned that the casino raised concerns about a deposit on July 24th.

However, the bank statement you provided only shows the transactions I shared in a post marked as sensitive, visible only to authorized parties.

Without tangible evidence of your deposit on July 24th, I am unable to assist you further, as this is the specific proof requested by the casino.

Lastly, I must caution you that the use of offensive or intimidating language will not be tolerated. Any further attempts to verbally attack or intimidate the professionals at Casino.Guru or any staff members of the casino may result in the permanent blocking of your profile on our website. Our primary goal is to assist players, and we have a zero-tolerance policy for such behavior.

My sincerest apologies. My anger is not directed at guru, it's the casino, I've done so much legwork on my own prior, that it feels like it's not worth it anymore to even attempt. I hope that other people see this and don't end up in a situation like myself. I have emailed the July statements that re-elect deposits made July 24th. Thank you so much for your guidance, again, none of my frustration is with casinon guru. I appreciate all that you are doing. I assumed the message was going back to the other casino.

Thank you very much, Averyala, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello Averyala,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Slots of Vegas Casino to join the conversation and participate in the resolution of this complaint.

Dear Slots of Vegas Casino,

Can you please specify which deposit is in question?

Kind regards,

Adam

Greetings all,

I had the opportunity to review the situation and it appears the winning deposit (and all deposits) were rejected when our 3rd party attempted to collect the funds. Since the winning deposit was never collected and the rejected deposits represented 100% of all deposits historically our security department blocked the account. We hope this clarifies things. If bank statements can be provided showing that the transaction(s) was(were) completed on the player end I can assist otherwise there is little I can do in this case.

Supporting documentation has been forwarded to the casino.guru team for review.

Best wishes,

Nick and Slots of Vegas

The deposits were not rejected

Thank you for the additional information, Nick and Slots of Vegas Casino.

Dear Averyala,

According to the evidence provided by the casino, you have attempted to place 2 deposits on the 24th July in the amounts of $50 and $65. According to the statement of transactions you provided, there is only one outgoing payment that matches either of these amounts, which appears to be to an electricity supplier called Eversource.

Are you able to offer any information to the contrary?

Kind regards,

Adam

For the record, I stayed prior, that the actual debits will not match, only on their end as far as what they display to the consumer. Their are taxes and fees added so it will neve be an even amount displayed on the actual transaction from my bank account. You have to also agree to these terms/conditions, as I did. Unfortunately they do not show up as exact amounts and apparently this is how they get me. Listen, why would I waste my time here. Also, it's proven in a screenshot that I won what I won. If it were not a valid deposit or if it were a bonus (I never do those promos because of the %%%%) why would have ever even won anything? I showed proof. The taxes and fees and me asking who the "deity"would be coming up as on my bank statement because I knew this would happen. You can close this case, it's monotonous, just please keep this conversation public so that everybody else can avoid this nonsense. Good job to the casino. You have a great business tactic of actually screwing people out of money and out of , what I thought was an honest Friendly gamble. How would I have been able to have an actual screenshot of a cash out? Because when you have a playthru bonus it says "amount needed" for playthru. And if you didn't accept my deposits than it would have declined them . Your site does not allow you to play unless a deposit has been accepted. I did not deny or dispute those deposits. And many of them were ones I made and lost and I didn't dispute those because it's a gamble. For casino guru, please read the reviews, as I am not the first or last person this has happened to. It's a Trend. Please make them fraudulent and public. At this point the money doesn't even matter, it's the principal. I hope you do everything you can to red flag them, again. Look at all the other people dealing with the exact same issue as me. It's my fault for being an idiot and just going by the terms and conditions thinking that they were legit. I can't tell you the exact $$ in taxes and fees on every deposit because in the moment I was just trying to have fun. But if you round up I'm sure you can see this. Also, I do have an attorney, and not for money. For principal. Class action is being filed and I'll probably only get 2 dollars. All I want is for people to read this and no go to their webiste. It's a shame. Scam.

The actual transaction vs what appears on my statement *

And I asked this, as sent in screen shots before, with no actual explanation or answer.

Also, in response to the casino. They did not block my account due to failure of deposits. Because my deposits were successfully made. They blocked when I questioned them on where my withdrawal was. I have many more screen shots of evidence, as this forum only allowed so many. So that is a LIE. And if what they are saying is to be true. Then they need to refund Me for the deposits I had made and lost. Because those wine add up to the total. With taxes and fees. And I should get a refund for losses if they get to rescind their terms/conditions and dispute my withdrawal. Also, part of those terms, everything is technically recorded so I should be granted access to all recorded play. That will reflect my winnings. And it will be public

Dear Averyala,

Please understand that it is quite common for deposit transactions to take some time to be processed, and some casinos may credit your balance in good faith, allowing you to play immediately even though the transaction is not yet completed.

While I can appreciate that there may be fees and taxes applied to the deposits, the fact remains that none of the transactions shown in the statement provided, on the date that the deposits were attempted, could be those made to the casino, as they are all attributable to other entities (electric company, shell, etc.) or the amounts are not even close to those of the deposits.

Unfortunately, as we have proof provided by the casino showing that the deposits were not successful, and you are unable to provide any evidence to the contrary, we have no option but to reject the complaint.

I am sorry we could not be of more help on this occasion.

Kind regards,

Adam