Home Complaints Slots of Vegas Casino - Player’s having difficulties withdrawing his winnings.

Amount: €100

Slots of Vegas Casino - Player’s having difficulties withdrawing his winnings.

Slots of Vegas Casino
8.1/10 Very Good reputation
Submitted: 29 Jul 2020 | Unresolved : 29 Aug 2020
Our verdict

Against fair gambling codex

UNRESOLVED

Case summary

258 days ago - 29 Aug 2020

The player from Switzerland is struggling to withdraw his bonus winnings. We classified this as against fair gambling codex since the player was not able to withdraw winnings from NDB because of restricted country,

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I played with a no-deposit bonus and met the wagering requirements.

If I click on payout it says: Payment is not possible.

Live chat is not available, which is why I followed the contact form.

The casino was contacted on: 22.7, 23.7, 27.7 - Every time the answer comes - an employee is assigned to you. Today on July 29 still no answer or help with the payment.

Automatic translation
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Dear Ursin,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked your attached images and I see that there are mentioned 4 reasons, why you might not be able to withdraw your winnings. Are you sure, that you’ve done everything in accordance with these 4 points? Please answer the following questions:

1.     How much bonus money you played with? If possible, please post here the link to the bonus you redeemed.

2.     Are you sure you didn’t play any restricted games?

3.     Have you ever made a successful deposit?

I understand that it might seem like a lot of questions, but I would like to understand your problem as accurately as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

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Good day


Thank you for the fast answer.

I played with a nodeposit bonus (free spins). I haven't exceeded maximum bets or played restricted games. However, I have not yet made a deposit. I would like to do this only after the casino's reply, which unfortunately leaves me hanging. I want the guarantee to be able to pay out the winnings and not that it means: Make a deposit first 10 times.

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Ursin, I am afraid that without a successful deposit you won't be able to withdraw, but I understand that you need some kind of confirmation before doing so. I will now transfer your complaint to my colleague Zuzana 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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Hello Ursin,

We might try to ask the casino what you should do in order to withdraw your winnings.

I would like to ask the casino if they can give us more informations about player's win from no deposit bonus. Will he be entitled to withdraw after he deposit?

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Greetings Zuzana, Ursin,


Well Ursin, reviewing your account it tells a story, I can see you were searching 3rd party websites for no-deposit bonus codes and basically entering the codes until you found something that the system would redeem. This is never a good idea for any player, just because the system will redeem a code doesn't mean that the code is still valid for withdrawal. Many unscrupulous 3rd party websites specialize in offering these codes with no direct affiliation with or authorization from the casino. It's always best to confirm with the casino itself that any code you have is valid for you as a player (or just stick to obviously reputable websites such as this one).


Unfortunately in this case Swiss players are not eligible for no deposit bonuses. No deposit bonuses can be offered by the casino itself, it is possible in some circumstances for us to issue a free chip but it must come specifically from us and be manually redeemed by a casino representative.


That said, we do sometimes make exceptions for our depositing players. Once you join our community in the "official" sense as a depositing player I believe you would be quite pleased with the level of generosity we can offer.


I wish I had better news for you, but these are the rules according to the terms and conditions of the casino.


Best,


Nick and Slots of Vegas

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I would be very grateful to see the corresponding paragraph in your terms and conditions. Would you be able to name the position in question?

Automatic translation
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Certainly Ursin,


The paragraph reads as thus:


Country Based Restrictions

Based on your country of residence, restrictions apply to playing at the Casino, the use of bonuses, redemption of free chips and/or deposits via credit card. We retain the right to lift these restrictions on an individual basis. Carefully go through the constraints that may apply. You may view all country restrictions in this PDF document (there is a link here to download, also you can contact customer support 24/7 if there are questions).


This information and much more can be found on the terms and conditions page:


https://www.slotsofvegas.com/terms.php


Hope this helps!


Best wishes,


Nick and Slots of Vegas

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The only section that was really to be found:


Players from certain countries may not cash out from free chip offers if they have not previously deposited. These players may par-take of said free chips for amusement purposes only. You may view all country restrictions in this PDF document or you can download it in MS Word


This would say that I have to make a deposit before I can withdraw.

Automatic translation
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Hey Ursin,


The phrasing in both of these extracts says about the same thing, if you review the list of countries and restrictions on the link it says very clearly that welcome bonuses (any free chip credited before deposit) are not valid for withdrawal for residents of Switzerland. "These players may partake of said free chips for amusement purposes only" means it is just for fun, there is no cash value to the chip itself. 



Best,


Nick and Slots of Vegas

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Good day.


About the same is not the same. It makes a difference whether you cannot withdraw before you have made a deposit or whether you cannot withdraw at all. I suggest we close the case because you are obviously not ready to implement the terms and conditions as they are on your website. I also suggest that you correct the terms of use.


Many thanks and best regards


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From the casino’s viewpoint it’s true that the player is from a country where the bonus isn’t available. So, the decision not to pay the player is in compliance with their T&Cs.

However, at Casino Guru, we believe that creating a safe environment for players should be one of the priorities of great online casinos. A part of this safe environment is that restrictions should be implemented on the casino’s side, so players won’t have the chance to break it by accident. And it’s really not hard to implement a feature that won’t allow players from a restricted country to play or get the bonus. You can read more about our opinion on situations like this in our fair gambling codex: https://casino.guru/fair-gambling-codex-for-casinos.

The argumentation that some players from restricted countries that can’t cash out winnings from bonus play just want to play, even if they can’t win, is something we can’t fully accept. The reason for this is that even though it may be true for some of them, it can still mislead lots of other players. For players who just want to try a game without real money, there are plenty of possibilities to play free demo versions of the games. We believe that any time the player can’t cash out, it should be clear to them that they are playing for play money, not real money. Otherwise, it can create a suspicion that the casino is trying to mislead players on purpose, even if this isn’t the intention.

Therefore, we’ll close this complaint in favor of the player. However, this was a no deposit bonus, there was no possibility for the player to lose their own money and there is no direct profit for casino from this. We think that this isn’t nearly as bad as letting a player deposit and then refusing to pay out their winnings because of some unenforced restriction. Therefore, the casino will only get a small amount of black points for this case.