Slots of Vegas Casino - Player’s struggling to complete the account verification.

This group is requiring a utility bill which I don't have as I don't pay utilities where I live nor do I have access to the bills.

In lieu of a utility bill I sent a copy of a bank statement and CC statement that includes my address for confirmation and they still wont accept it.

I don't know what I'm supposed to do if they won't accept my documents and yet I have a $2000 withdrawal in my account.

Dear Joe,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Do I understand correctly that a utility bill seems to be the only obstacle standing between you and your winnings? Have you submitted all the other personal documents required for the verification?

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

Yes, everything else is submitted and as I mentioned, I sent a credit card statement with my address since I don't have a utility bill.

If address verification is all they need, then the CC statement should suffice.

Thank you very much, Joe, for providing all the necessary information. I will now transfer your complaint to my colleague Martin 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 Joe!

From now on, I will be taking care of your complaint. I would like to ask Slots of Vegas Casino's representatives to join this discussion and explain the situation.

Hey all,

This is generally not a point of flexibility Joe. It's certainly not personal or there to inconvenience you, but address verification is an important part of our player verification process and there for a reason. Their thinking is there are no consequences whatsoever for moving and not notifying the bank of your new address, or even updating your ID card with your new address. But a utility bill is a pretty firm indication that it is indeed your current place of residence.

I've requested a bit of wiggle room here but no promises, we'll see what comes back.

Best wishes,

Nick and Slots of Vegas

Nick,

Thank you for your response. The CC statement is for the same card I use for deposits. Additionally, one of the live chat representatives said that I had the option to withdraw through bitcoin (which is what I prefer) so I'm not sure why the address is necessary anyway. If I need to show more verification with other bank statements or mail I can do that. I would just like to move this process along.

What are my alternatives? I have $2,000 in winnings waiting in my withdraw account.

Hello!

I suggest to wait until Nick from Slots of Vegas comes back with the outcome. Hopefully, there will be some good news to hear.

Hey Joe,

They're giving us a bit of slack here, good news. What we'll need from you is some official documentation (a receipt or invoice) of your long-term stay there which includes your name and the address and it looks like we should be good to go.

Let me know when you've submitted that to the casino, I'll find it in the system and get it in front of the right people so we can get this ball rolling.

Best,

Nick and Slots of Vegas

Thank you Nick! I can get that over today!

Hello Joe!

Is there any update with your verification?

Hey Nick! The doc department says everything is good to go. Now I’m just waiting for the payouts.

thanks for your help. I really appreciate it!

joe

Sure thing Joe,

My pleasure, now that we've got that business sorted I've escalated your first withdrawal request for approval and hopefully we have some movement on that shortly.

Best,

Nick and Slots of Vegas

Fantastic! Thanks so much for all your help!!

Nick,

I've been checking with the folks on the live chat and they're telling me it can take 7-10 days PER STEP to get these payouts. That's 3 weeks including weekends. What's the deal? I signed up for this web site because it had reviews for fast payouts. I play with some casinos that have instant payouts.

Can you help me with this? 3 weeks is nuts!

Hello Joe!

Please note, that 7-10 working days payout is quite common for this casino. It may take a bit longer in case of the first withdrawal.

We have stated it in our review https://casino.guru/Slots-of-Vegas-Casino-review

I suppose your withdrawal should arrive approximately until the end of the next week hopefully.

Hey Joe,

I'll see if I can't get your two current approved withdrawals combined for payout. No promises but I'll give it a shot.

Best,

Nick and Slots of Vegas

Dear Nick and Slots of Vegas,

Is there any positive movement with this withdrawal?

Martin,

thanks for following up. I received the first two but there are three more behind it. One must be in approval phase because it isn’t pending anymore. Another had been pending since the 23rd of April and the last was just requested a day or so ago

Hey Joe,

That was 3 smaller withdrawals combined and paid, there are now 2 currently pending approval. I'll see what I can do to get the next in live approved.

Best,

Nick and Slots of Vegas

Dear Nick and Slots of Vegas Casino,

Please let us know, when the aforementioned withdrawals are approved.

Hey all,

We have approval on all but the most recent withdrawal request, I'll see what I can do to get some cash out the door to our 3rd party this week for you Joe.

Best,

Nick and Slots of Vegas

Nick, thank you for continuing to follow up on this. I truly appreciate it.

I am however blown away by the amount of time it takes for a payout. I’ve played casinos that have immediate withdrawals and can be paid out within an hour.

How can slots of Vegas even stay competitive when it takes WEEKS to get a payout?

Hello Nick and Slots of Vegas Casino!

I would like to ask you to provide us with an update when the withdrawals will be sent.

Hi Martin,

There is no update.

My payout request was submitted almost a month ago and now it’s well overdue.

I received an email from their document department that they want MORE paperwork. How long were they going to wait to tell me??

I left town on Friday and won’t be back for 10 days and I can’t access the ADDITIONAL information they’re asking for.

I’m completely disgusted with this group. There is no excuse for the amount of time for a payout or for the hassle they give you to avoid a payout.

Hey Joe,

Sorry for the holdup, the issue is you used a couple new credit cards recently and they need those to be officially confirmed before they will send out the next payment. I see the relevant department has already tried to contact you to get that via email and I don't see a reply yet. Just get them what they need and let me know. As soon as the info is here I can locate it and make sure it gets reviewed as quickly as possible.

Best,

Nick and Slots of Vegas

Nick, you’re right. Those are recent and this withdrawal request was out in well before I started using any new cards.

I won’t have access to these for at least the next 10 days but I have every expectation that this will be paid out prior to my returning because the casino is already late....there’s no excuse for this.

Hey Joe,

As you've seen I'm happy to use any tool at my disposal to assist. However, in order to proceed with the withdrawal process all documentation needs to be current and on file within your casino account. It's not a question of right or wrong or a subject of negotiation, these things need to be in place or we can't issue payment on your behalf. So get that stuff in, let's make this happen!

Best,

Nick and Slots of Vegas

No worries. I've closed my account. It's really not worth any more headache. I do however, play on bringing my frustration to casino review sites and make it well known the hassle it is to become established with this casino and to expect a month for payouts. There's no excuse for it.

Hello Joe!

Could you please clarify the situation here for us? What is the status of your payout process?

Martin, there has been no payout.

The casino was already late and I had to go out of town and couldn’t get them the ADDITIONAL documents they wanted.

Hello Joe!

Thank you for you reply. Are you going to attempt to withdraw your balance after you return from your journey? The reason why I am asking is, that you stated that you closed your account already and I am not sure what does that mean for this case.

Martin, no. I'm letting it go unless someone wants my crypto address to send it to me.

Between the unreasonable amount of time, being late and then wanting more information it's just too much of a headache.

Joe, do I understand it correctly, that we can close the complaint based on your decision not to pursue the case any more?

Yes. But if you’re a review site I want to make it perfectly clear that slots of Vegas gets a ZERO when it comes to customer service, fairness and payouts.

Dear Joe,

I'd like to remind you for the last time, that in case you would co-operate with the casino representatives in order to finish the verification process, I am pretty sure that you would be able to withdraw your funds, however I totally respect your decision.

In our review we stated clearly, that in this casino you could expect longer withdrawal times:

"The whole casino group targets mainly United States and Canada. Because of this, all of the casinos in this group casinos share two specific traits – lower withdrawal limits per week and long waiting payout times. You should expect the first withdrawal to take a long time (in some cases even one or two months)."

"That being said, we advise all players considering playing with this group of casinos that they should be prepared for longer-than-usual waiting times. If you have the option, we recommend using Bitcoin or Neteller payments, which are more reliable and somewhat faster."

We have recently introduced user reviews section which is contained in the review of each casino, if you would like to share your opinion publicly with others directly in the review, please feel free to do so here:

https://casino.guru/Slots-of-Vegas-Casino-review#tab=js-tab-reviews

According to the reasons mentioned in the previous entries, we are closing this complaint as 'rejected' because of the player's decision.

In case you would change your mind, please do not hesitate us to contact us to reopen this complaint.