Slots of Vegas Casino - Player’s winnings haven’t been received yet.

I originally requested pay out on 10/8/22. They denied it being deposited to my Wells Fargo account, no idea why. I then requested again on 10/19, to my bitcoin account. The approved it on 10/26. Everything you read says WITHIN 7-10 business days. Day 10 is today. I called customer support. I'm told it will be another few days. The customer support team are rude. Refuse to answer any questions you may have beyond the script they have in front of them. They will just stop replying in live chat. I play on other sites, no issues. I have no problem waiting the time frame.

Dear kristihampton44,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

It's been over a month I've been requesting it. That is irrelevant, I know. They claim it will be paid out in 7-10 business days. That statement is not true. Thanks for your response. I have no choice to wait but it still doesn't make it right. Other casinos pay out in a much more timely manner.

Hi, I am now unable to login to slots of Vegas with my username and password. It's like it's been deleted. The last I talked to the customer service was on 10/10. I was told two different things about my pay out. Mia said it would be paid very soon. Charlotte said it would be 4 or 5 days. Their supervisor Michelle said she was unavailable and would call me back. Never did. I called back and they said she was gone for the day. Im at a loss as what to do. They shouldn't be able to keep getting by with this.

Dear kristihampton44,

Have you received your withdrawal from the casino yet?

Hi. I have not. I can no longer log in. They have blocked my account, I'm guessing. Tried calling and only get a busy signal then disconnected.

Thank you for your reply, kristihampton44. Have you made any successful withdrawals before? Could you please confirm that you passed the verification before the casino blocked you? Have you accumulated your winnings with or without an active bonus?

Also, do I understand correctly that the casino did not explain why your account was blocked?

Hi, this would have been my first withdrawal from this casino. My information was verified and withdrawal was approved. I did not have any type of active bonus. I was given no explanation as to why my account was blocked at all.

Thank you.

Kristi

Before we contact the casino, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru (if there is any)? Alternatively, you can post it here. Thank you in advance.

I will forward it asap.

Thank you very much kristihampton44 for your reply. I will now transfer your complaint to my colleague Tomas (tomas@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 soon.

Hello kristihampton44,

I will assist you with the complaint from now on. I went over the details of the case and I will do my best to help you. First, I would like to ask the representative of Slots of Vegas to join the conversation in order to help us resolve the issues.

Slots of Vegas,

Could you explain why kristihampton44's withdrawal is delayed and why her account was blocked?

Thank you so much.

Greetings all,

The account has been banned by our security team. I have submitted a query for additional information and will update here once I have a reply.

Best wishes,

Nick and Slots of Vegas

Hello all,

Nick and Slots of Vegas,

Do you have any update regarding the ban of kristihampton44's account from your security team? Please let us know.

Greetings all,

There was a public holiday locally last week and many were off for the time surrounding it. I hope to hear back soon.

Best wishes,

Nick and Slots of Vegas

Hi Tomas and Nick

While we are waiting, can l ask why I would be verified and the payout approved, I had the customer service reps telling me that my payout would be paid "soon" when I called to inquire why it was not paid out within the alotted time frame set forth in the casinos website, and then all of the sudden be banned by the security team? Wouldn't a reason to be banned by the security team come up long before this point? I'm just curious?

Also, a side note, my dates for the requested payout were wrong on the first post I put on here. It was actually 9/8 when this all started not 10/8.

Thanks to both parties for the reply.

Nick and Slots of Vegas,

I'll be looking forward to your explanation of the situation.

Greetings all,

I have received a reply from our security team however I don't feel it is sufficient information and I'm having the situation reviewed again at a managerial level. Thanks again for your patience in the matter.

Best wishes,

Nick and Slots of Vegas

Good Afternoon Tomas and Nick,

Nick, thank you for the response. I truly appreciate that you are looking into it. I look forward to the findings of the managerial level review in hopes this can be resolved soon.

Hello all,

Nick and Slots of Vegas,

let us know about any news about the case.

Greetings all,

Excellent news, management within the department responsible for the account closure agrees that perhaps the junior officer responsible was a bit too hasty. Your account has been reinstated kristihampton44, they also took the liberty of paying out the win to the Bitcoin account on file for you. 🙂

Best wishes,

Nick and Slots of Vegas

Hello Tomas and Nick,

Nick, Thank you! I received the payout this morning. Again, I appreciate you taking the time to look into it and getting it resolved.

Tomas and Casino Guru, many thanks to you for all of your help! You guys are awesome! I truly appreciate you all! Thanks again!

Sincerely,

Kristi

Dear kristihampton44,

I'm glad to hear that your withdrawal has been received successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Casino.Guru