Slots of Vegas Casino - Player's withdrawal has been delayed due to a lost card.

So I won a bonus on one of their promotions & was told couldn't honor it because I hadn't made a deposit in a while. So I made a deposit & before I played, I asked if I could choose my own payout method and was told, yes. But I tried to withdraw & they want me to provide a card that I no longer have due to my losing my wallet. I have made withdrawal with them before soI am confused and pissed. I requested to have a check mailed to me& they had an excuse for them not being able to do that.

Dear bcarter74,

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 to clarify the situation.

Have you used the card you lost for depositing into this casino? Could you please confirm if the casino verified you as the owner of this card in the past?

Did you disable your card after you discovered it was stolen?

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

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

Best regards

Veronika

Yes a deposit was made with the lost card & since I couldn't find it. I disabled and close the account and I told the lady in a chat that said I could use bitcoin since I have made a deposit using it on 3/21/24 in the amount of $41. Now I had previously won $100 but was denied on June 14, 2024 because they said I needed to make a deposit which done on 7/4/2024 IAO $40 , so to my understanding my payout method was suppose to be through my bitcoin anyway.

Thank you for your reply. Could you please confirm whether you had previously sent the card used for making the deposit for verification, or if you were only recently asked to verify this payment method?

Please understand that before processing a withdrawal request, casinos generally need to verify all payment methods used for deposits. If you no longer have the card, I recommend contacting the casino and providing a document from your bank confirming that the card is no longer active and that you were the rightful owner.

I will attempt to do so, it was an online financial institution ( not a bank) but I will see if I can get the information & no I haven't requested a withdrawal with this card. I used my bitcoin to request the last withdrawal.

Thank you for your reply. Please forward me all the communication between you and the casino customer support as well as any other evidence that could be relevant to the investigation of your case at veronika.l@casino.guru.

I don't have the chat conversations which is how I communicated with them.

Thank you for the information. Just to be completely sure, do you wish to close this complaint, or do you want us to delete your Casino Guru account as well?

Just the complaint

We’ve rejected this complaint as per the player’s explicit request. We are sorry we could not be of more help on this occasion. Please do not hesitate to contact us in the future if you run into issues with this or any other casino. We are here to help.