Slots of Vegas Casino - Player's withdrawal from the casino is delayed.

I submitted my withdrawal on 03/01/2024, and submitted all kyc documents on the same day. The bonus that I played with was a no max cashout, and I completed the playthrough on 03/01. On 03/04/2024 I inquired via live chat, and it was confirmed thar they received my request (i have screenshot if conversatio), and they asked for my btc wallet address which I provided. Since then I've not been able to reach live chat again. I have sent several emails inquiring as to the status of my withdrawal and all I ever get is an auto generated response saying that my email was received and giving me a case number to reply with. I reply with the case number and I get another auto generated response with a new case number. There is absolutely no way to contact them, I've sat in "queue" waiting for live chat for over 3 hours with only 2 people ahead of me. All I want is my withdrawal to be processed. How can they expect anyone to come back to play again if they can't even talk to you. If this money was won using free spins I'd just forget about it, but I deposited $100 of my hard earned money to win this $1,000... it was actually $1400 but I played back $400. Any help here would be much appreciated.

Dear Pamalama, 

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.

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

Could you please send me the screenshot or a link to the bonus you took?

Could you kindly specify how much money you won from the free spins bonus? When exactly did you make your deposit?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply. 

Best regards, 

Veronika

I haven't made any successful withdrawals previous to this attempt, this is my first interaction with them. Here are my screenshots. And I won $1000 from them. Other than this conversation in live chat (screenshot privided), I've not been able to speak with anyone despite at least 20 attempts, via luve chat and emails. And I didn't redeem free spins, I made a $100 deposit with the attached bonus. Thank you for your help! Funny thing is I wanted to continue playing there until this fiasco.

Thank you for providing the screenshots. However, I noticed that my previous question about your completion of the full KYC verification process was left unanswered. Can you confirm if you have completed the full KYC verification process?

Hi Veronika! Thank you for getting back to me. I think thar the only reason I left that blank, is because I gave you a screenshot of my conversation with live chat where the support staff stated that he saw that I submitted all of my kyc documents, and that the only thing that they were missing would be needing was my bitcoin address, which I then provided for a second time in that same chat. He then goes on to say that it takes 7 days for the verification process to be approved which would have been on the 8th. He then stated that it could take another 7-10 days from that date (which would have been March 18 ) to receive my withdrawal. ALSO, i was going to write to you today to let you know that i did get in touch with live chat again over the weekend and the woman told me that that she "sees that theres been a delay" and that she would escalate the matter. Ill be including a screenshot of that conversation (if there is a place to do so) today. When i asked what the reason for the delay was she said that it was because they get "A lot of withdrawal requests and each one has to be handled by a human, so it takes time". Lol. Anyway, since I started this complaint I have sent at least 1 email everyday to them with still no response other than their generic "we received your email and here is your case #, if you respond to this message please include this case #" which is a new case # in every single email, and apparently they don't actually read the responses because I have included my case # in every single email. I appreciate your help and today's message, thank you! Enjoy your day and if you need anything else from me, I'll get it back to you ASAP. I see now that there is no where to include an attachment here, but I do have the screenshot of this weekends live chat if you need it. It says exactly what I quoted above, about a delay, and that she was escalating the matter.

Ps now I see where to attach so u will right now.

The 1st one is from Saturday, and the 2nd one is another copy of the chat from March 4th

Thank you very much, Pamalama, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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 so much! You guys are the best!

Hello there,

Thank you Pamalama for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Slots of Vegas Casino for their help in resolving this complaint. We would like to know what is the issue with the withdrawal and what can we do to help the player receive their winnings.

Thank you!

Hello there,

Thank you Pamalama for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Slots of Vegas Casino for their help in resolving this complaint. We would like to know what is the issue with the withdrawal and what can we do to help the player receive their winnings.

Thank you!

Greetings all,

I have reviewed the situation and I'll see what can be done to assist. If anything else is required of you Pamalama I will inform you here, otherwise just let us know when that comes in!

Best wishes,

Nick and Slots of Vegas

Thank you so much Peter to you and all the staff at Casino Guru! I finally received an email response from slotsofvegas! It took me 28 days and several emails, and apparently it only took you an hour and 1 email to finally get that response. They informed me that my withdrawal has been APPROVED! And that it will now take 7-10 more days for them to send the money to my bitcoin wallet. So, I will come back and let you know as soon as I do, or do not receive it! But i wanted to update you with the good news. Again, Peter, thank you, and the entire staff at Casino Guru for your work on my behalf. Casino Guru is the best!

And Nick, thank you as well!

Thank you very much for the update Pamalama, I'm glad to hear your issue is being resolved. We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

I got paid! Thank you Peter!

Ty

Dear Pamalama,

I'm glad to hear that your issue has been resolved 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.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Peter