Slots of Vegas Casino - Player’s winnings were confiscated.

This team of support agents are clearly not recognizing that I only used and played-through ONE, the first coupon offered to me, set of free spins which I stopped at $100.50 which was my balance up until after this chat support thread when they deleted my winnings. They are thinking I've obtained the $100.50 by using more than one bonus code. It's just not the case. I've played other casino sites and I've already learned the hard way without any push-back on my end because I was in the wrong. This time, no. Absolutely not in the wrong, these people are overly in the wrong! When they are done listening to their customers complaints, they just cut the chat off and you get shut out of the chat room. They are unprofessional, unconcerned, unfair, cold, greedy and robotic. I won't be playing on this platform ever again, I just want my winnings and then I'll be able to cut ties with SlotsOfVegas Rigged Online Casino. Can't wait. See below for my last encounter I've had with the wonderfully unsupportive "support" agents before they deleted my winnings from my account.

2024-05-08 07:47:02] [Keith Levine] As you have been already advised, you are not eligible for these winnings unfortunately.

[2024-05-08 07:47:11] [5n942pf3x7] Why

[2024-05-08 07:48:07] [5n942pf3x7] I played thru my wagering requirement and got to $100.50

[2024-05-08 07:48:19] [5n942pf3x7] $100.50 is what is still my balance

[2024-05-08 07:49:34] [5n942pf3x7] Just because I opened your inbox message containing a second set of free spins which were automatically applied shouldn't matter especially if I didn't touch the winnings

[2024-05-08 07:49:45] [Keith Levine] Chet as we mentioned already multiple times, this casino does not allow multiple free chips in a row.

[2024-05-08 07:49:53] [Keith Levine] Is there anything else I may help you with?

[2024-05-08 07:50:14] [5n942pf3x7] Then why are you sending them in ppls inboxes

[2024-05-08 07:50:41] [5n942pf3x7] If your not allowed to redden two in a row. Why does it let you?

[2024-05-08 07:50:52] [5n942pf3x7] Shouldn't it decline the free spins?

[2024-05-08 07:51:08] [5n942pf3x7] I want to speak to your supervisor

Dear chadet333,

Thank you very much for submitting this 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 if you redeemed any free bonuses from this casino in the past?

Was your account, including the payment method, fully verified?

I have checked the Bonus Terms and Conditions, and this is what I found:

18.The Player is entitled to only one free chip in between deposits; any winnings resulting from multiple free chips will be void. For example, should a Player redeem two free chips in a row, he/she will not be able to withdraw any winnings generated by playing on said chip.

Please note that the vast majority of online casinos prohibit players from activating multiple free bonuses consecutively. In an ideal world, this would be enforced on a software level, however, as of now, as long as the casino states this clearly in its T&Cs, we cannot penalize the casino for confiscating your winnings, nor we are in a position to force the casino to return you the winnings. Therefore, we believe that the casino denied your winnings in compliance with their terms.

I can only recommend that you always check the bonus T&Cs before you activate any offer and keep in mind that casinos usually do not allow this type of bonus use.

Please, let me know if there is anything else I could help you with, otherwise, I will be forced to close this complaint.

Thank you for your understanding.

Best regards

Veronika

"winnings resulting from multiple free chips.."

• The Winnings didn't result from multiple free chips. Every cent of those winnings came from Promo code 55LIONS. The winnings from the second set of free spins were voided off my account by a support chart manager.

"should a Player redeem two free chips in a row, he/she will not be able to withdraw any winnings generated by playing on said chip."

• I do not want to withdraw any winnings that were generated by that said chip, those winnings were already voided by the agent. I'm only focused on the winnings won from the my one and only initial no deposit bonus 55 LIONS. This statement clearly means that without a deposit in between, you can not redeem the winnings from the double freebies in a row. I'M NOT USING A CENT FROM ANY WINNINGS OTHER THAN ONE CHIP. In fact, I wagered a total of $0.00 zilch/nada/nothing at all from the 33 SPINS coupons' (ironically sent to my inbox mere moments after using the 55 LIONS coupon and meeting its wagering requirement) winnings. I CLICKED THEIR INBOX MESSAGE TO SEE WHAT IT WAS. IT TOOK ME RIGHT INTO THE FREE SPINS. TRIED TO CANCEL IT, SAID UNABLE TO CANCEL, ALREADY BEGUN PLAYING, SO I FINISHED THE DANG SPINS THINKING I could then cancel it. After all, if I not going to use its winnings, why would it matter if I clicked spin 33 times thinking I could then cancel it before I started playing through its wagering requirement.

If I would've played through even a cent of the second chips winnings... then yes, it could then be determined that the withdraw I'm requesting was a result of two free chips. But since I did not wager and even had it voided, you can not then tell me my unchanged balance is no longer qualified since it has had no impact whatsoever of any second free chip

No other previous bonuses used in the past. There is my complete history with the SlotsOfVegas Casino.

My account and payment method was verified at the time, yes.

Thank you very much, chadet333, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.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.

Thank you very much! Take care and I appreciate your understanding!

Hi chadet333,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Slots of Vegas Casino to the conversation to participate in the resolution of this complaint.

Greetings all,

In the provided screenshot above you will see that there are two deposits of two free bonuses back to back with no history of cash deposit in the player account until after the win to confirm the account. Per the terms and conditions of the casino and the free bonuses themselves only one free bonus is allowed between cash deposit/play sessions. There are two issues here, you were only entitled to one free welcome bonus before your first cash deposit chadet333, secondly the additional bonus was deposited on top of the previous balance, this is known as "mixing funds". Due to the above reasons the requested withdrawal was denied. Hopefully this clarifes things.

Best wishes,

Nick and Slots of Vegas

I understand completely as Slots of Vegas isn't the first platform I've played on with extremely similar, if not identical terms of service agreements. Now that being said, you can't look at a single screen shot and determine my claim resolved because there is a very important factor not shown in that screenshot. I know it how it reads but let me give Mr. Guru here and all other viewers of this post a bit of missing information not portrayed in the photo so maybe you might understand this dilemma. IF SCREENSHOT WERE TAKEN IMMEDIATELY AFTER THE SECOND SET OF FREE SPINS WERE PLAYED THROUGH IT WOULD READ AS FOLLOWS:

• Free Spins Claimed (1) 4/27/24

○ $100.50 = REDEEMABLE BAL (This was after meeting Wager Req - Able to Cashout)

• Free Spins Claimed (2) 4/29/24

○ $18.20 = BONUS WIN FUNDS

• Deposit (3) 5/03/24

○ $11.00

Now a few things here that $100.50 is the amount I've won after playing through the free spins enough times to be able to cashout. At this time, on the 27th, the $100.50 amount was transferred from the BONUS WIN FUNDS section to the Available REDEEMABLE BALANCE section and the wagering requirement section showed at $0.00 establishing the right to withdraw.

Now, if I had the $10 In BTC in my "Play Funds" account I could've withdrew right then on the 27th. The only funds I had available at this time were funds set aside for business and bills not for wagering on SOVegas so I was going to have to wait until I was able to add more funds to my "Play Funds" account after the weekend passed, on the following Monday. When Monday came around I logged back on to make the deposit and withdraw, well after signing into the SOVegas site I noticed the inbox was highlighted with new messages from you. I opened the inbox and clicked on the old free spins coupon message containing the already used 55LIONS promo code so I could deleted it from the mailbox. Immediately after clicking it, it to me to the redeem a code section of the site and a message popped up showing "Coupon Denied". I then wondered why I was sent to this page? I wanted to delete it not redeem it... So I Hit the "BACK" button (reverse arrow) to get back to the SOVegas inbox. Instead of taking me there, it refreshed the page and once again tried redeeming the old 55LIONS coupon giving me the same "Coupon Denied" message pop-up box. So I again clicked the "BACK" button, but this time did a speedy double-click which successfully gotten me back to the inbox. After deleting that message I clicked on the next one which like the rest of the messages, new... yet to be opened and read. After reading a few words of that message I selected delete and moved on. The next message was another free spins promotion message you had sent me. I clicked on it to see the offer and BOOM, not only was I seeing the promo (33WARRIORS) code offer but apparently had already successfully redeemed it!? (just by clicking on the message to open it - like what just happened to the first message I clicked on)... well, like I said earlier, I knew the rules of this game you and many many other platforms like to play regarding the T&C's and the fine print that goes along with it. I've already learned this the hard way. So I knew two free spins redemptions in a row was not allowed so I immediately clicked on "CANCEL BONUS" which then gave me a pop-up box that said something very close to: "UNABLE TO CANCEL BONUS - FREE SPINS STARTED" So what was I to do now? Since it was telling me I couldn't cancel it because it started the session of free spins already I clicked on the Bonus, clicked on the game link and very quickly clicking the spin button until the 33 free spins dropped to 0 free spins. I then jumped out of the game went back to the Bonus section and again clicked "CANCEL BONUS" but then once again Denied my cancelation request.

So looking on my account page, here's where we are now:

● My REDEEMABLE BALANCE untouched - remained unchanged and was still at $100.50.

● My BONUS FUNDS however did change. That total increased from $0 to $18.20 because that was the amount gained from the new 33WARRIORS spins.

This I believe is important because of how you keep referencing "MIXING FUNDS" As you can see on my end, looking at my account page, the funds have never mixed. They were always seprate from each other in two very different holding banks in my account. I assume it shows up on your end a bit more condensed making it seem as if they were added together at some point but as I've just stated, they have not.

After the various unsuccessful attempts at canceling the *UNALLOWED* Bonus you so graciously added to my inbox I contacted chat support and had her cancel it via a managers manual cancelation. I DIDN'T PLAY THROUGH ONE SINGLE PENNY OF THAT SECOND BONUS, I knew not to. The funds were voided out taking the $18.20 right out of the BONUS FUNDS section decreasing that back to $0

You tell me.

Now I would like to ask Mr. GURU... Peter, what is your perspective of the situation? I've just described it in great detail and would like to get your opinion on this. I would like to clarify that in no way, shape or form would I EVER spend this much time, putting this much energy into a situation in which I was in anyway in the wrong. This claim, being only $100, is not about a small amount of money persay. The claim is one that I know I'm on the winning side of regardless of what fancy regulatory words I'm predicting we are about to see coming live, to the text box below in the SoVegas T&C Enforcement agents response because through the agents' eyes, as soon as they see two redemptions before a deposit regardless of any situational factors, they are right and the Player is out of luck. Well not this player. I have every intention to settle this claim in my favor and expect to collect my rightfully won $100 winnings regardless of how stubborn and difficult the SOVegas agents continue to be. Oh and by the way this site is only one of the platforms and routes I've taken to get my claim out there and heard by many to be seen by everyone. So if they want to keep the claim alive, I welcome it. I MEAN HONESTLY, THERE'S STILL SO MUTCH MORE HOPEFULLY AGENT NICK AND HIS FELLOW AGENTS CAN CLARIFY ON SLOTS OF VEGAS' INTENTIONS AND REASONS REGARDING HOW THE SITE IS SET UP AND PROGRAMED (OR NOT) TO TEMPT PLAYERS INTO CLAIMING MULTIPLE COUPONS IN A ROW TO THEN BE ABLE TO REJECT THEIR WITHDRAWAL. MAYBE GET ANSWERS TO WHY THEY WOULD SEND COUPONS TO THE PLAYERS INBOX BEFORE THEY DEPOSIT? TO WHY THE SITE ACCEPTS AND APPROVES COUPON CODES INSTEAD OF DENYING THEM WHEN IT KNOWS THERE HADN'T BEEN A DEPOSIT MADE THUS VOIDING ALL WINNINGS THE PLAYER WILL EARN FROM IT? IS THE TECHNOLOGY NOT THERE YET? IT WAS THERE WHEN IT THOUGHT I WAS TRYING TO CLAIM THE SAME BONUS TWICE... AND THERE ARE MANY MORE CLARIFICATIONS ON THINGS ID LIKE TO GET IF THIS THREAD MUST CONTINUE....

SO....

Let's go Slots of Vegas Casino... it's up to you... but I say... let's keep rollin'

Hi all,

Thank you for your replies.

Dear Nick and Slots of Vegas,

If I understand correctly, the disputed amount is just funds from the first bonus where the wagering was finished and the funds were available for withdrawal, correct? If the winnings were made by the mixed funds from both bonuses, I would understand why you don't want to pay the winnings. However, this is not the case. We are only talking about the winnings from the first no-deposit bonus the player was eligible for and no rules were breached. That's why we see no reason to confiscate the winnings from the first bonus.

Greetings all,

This situation is what is known as "mixing funds", there were two different types of funds in play both belonging to free chips. In cases where there is a cash deposit involved (deposited on top of the withdrawable balance) we generally re-deposit the cash into the player account separately giving the player the opportunity to play it as cash and win separately on it, but we still deny the requested withdrawal as it is impossible to extricate one type of cash from the other once they have been played together. In this case there was an additional free chip placed on top of the winning balance then $1280 in additional play after this. We consider this to be both mixing of funds and multiple consecutive free chips, had the chip merely been placed on top of the playable balance then the withdrawal requested it would be simple. In this situation both chips were played before the withdrawal was requested violating the no consecutive free chips clause in the terms and conditions. Hopefully this clarifies things.

Best wishes,

Nick and Slots of Vegas

Dear Nick and Slots of Vegas,

Correct me if I'm wrong but the disputed amount is $100.50. These are the winnings from the first bonus before any funds were mixed if I'm not mistaken.

THANK YOU FOR UNDERSTANDING THIS!!! IM NOT SURE THE REASONING BEHIND WHY IT SEEMS TO BE SO DIFFICULT TO GET THAT SIMPLE FACT THROUGH TO THE SOVEGAS CREW? I'LL LET NICK RESPOND.

Greetings all,

Had the bonus been deposited in error then removed we would not have an issue here, but both bonuses were played making it impossible to tell where the funds in the system originate from. This constitutes both mixing funds and multiple consecutive free chips. The balance would not be eligible for withdrawal.

Best,

Nick and Slots of Vegas

Dear Nick and Slots of Vegas,

If the winnings of $100.50 were made from the first bonus before the funds were mixed, the player should get paid this amount. If they don't get paid, I'm afraid the complaint will become unresolved.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Thank you Casino Guru

Greetings all,

Just confirming that Peter and I are discussing the issue privately, thanks so much for your patience.

Best wishes,

Nick and Slots of Vegas

Hi chadet333,

I've sent you an email, looking forward to your reply.

Hi chadet333,

I've received your message and forwarded the information to Nick. I am currently awaiting an update.

Greetings Peter,

I have forwarded additional information to you privately, please review and get back to me.

Best wishes,

Nick and Slots of Vegas

I don't think patience is what we need here. This is ridiculous.

Thank you Nick for the update.

Dear chadet333,

Based on the new information from the casino I'm afraid I won't be able to help you with this one. Unfortunately, you didn't pass the verification and therefore the casino can't pay you. It is crucial for players to always provide correct, genuine information and/or documents for verification so that the transactions are made to the rightful owner. Your complaint will be rejected. I wish I could be of more help.

Best regards,

Peter