The player from Texas had requested a withdrawal two weeks prior, but the casino had continued to request the same verification documents, despite the player having repeatedly sent them to two different emails. This had delayed the payout. The player had also communicated with the casino through live chat, where they confirmed that they had all the necessary information from the player. However, the casino representative had claimed that the player's account did not have a method of payout associated with it, which had caused the delay. The player had been asked to provide necessary information for a physical check payment.The player acknowledged receiving a check but was initially oblivious that it was from the casino. However, the check was declined by the player's bank due to problems with the company name on the check. Despite numerous attempts to resolve the issue, the casino did not provide the requested evidence, leading to the complaint being closed as 'unresolved'.
Slots of Vegas Casino - Player's withdrawal is delayed by paperwork requests.
Black points: 1,023
Amount: $1,023
Slots of Vegas Casino
Safety Index:Above averageInsufficient evidence from casino
UNRESOLVED
Case summary
They've continuously asked for the same documents to be sent in, to 2 different emails. I've sent the requested documents numerous times to both emails. Just keep getting told to send the documents then wait 24-48 hours.
Dear jplander84,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Slots of Vegas Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
Could you please list which documents were requested from you and which documents you submitted?
Which emails have you used to send your documents?
Have you received any feedback from either email, please?
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,
Tomas
Dear jplander84,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
They have requested pictures of the credit cards used, and I've sent them in multiple times to both
documents@slotsofvegas.com
And
documents@slotsofvegasmail.com
I've received various confirmation emails stating they have received the pictures, which I believe I sent screenshots of, yet they are still requesting I send them again
Could you please send me the replies you received from the casino after you send them the required documents? Forward the emails you received to my email at tomas@casino.guru
I'll await your reply.
I believe I sent screenshots with the initial complaint but I can definitely send them again if needed.
I am sorry but there were no attachments with your initial complaint post. Kindly send the information again to my email at tomas@casino.guru
I'll await your reply.
Dear jplander84,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
So I spoke with them again today thru live chat and they claim that everything is good on my end, yet my withdrawal has been pending since 9/13, which was the last time they told me I had everything I needed and to resubmit withdrawal. So my understanding at this point is , it's been pending for going on 2 months. I can still send the pics of emails if neccessary, but I think at this point that part of the situation is not relevant as they are claiming they have all info needed. Let me know one way or the other, sorry for the long delays in correspondence, have been extremely busy with work.
Thank you very much, jplander84, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
Dear jplander84,
I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try to resolve the issue as soon as possible.
Now I would like to invite a Slots of Vegas Casino representative to join this conversation and participate in resolving this complaint.
Dear Slots of Vegas Casino,
Could you please state why the player's withdrawal has not yet been paid out and when he can expect the payment?
Thank you in advance for providing the information.
Kind regards,
Stefan
Greetings all,
I had a chance to review the situation and it appears there is no method of payout associated with the casino account which would be what's holding things up currently. I had a look but couldn't locate anything previously submitted so I sent an email, the note in the account says that physical check has been requested so I included all the necessaries to get the account ready for physical check payment.
If you could please hit reply on that email and get that stuff to me jplander84 I'll see what can be done to move things along here.
Best wishes,
Nick and Slots of Vegas
Dear jplander84,
Could you have a look at the casino's email and let me know once you provide the casino with the necessary documents?
Thank you very much in advance.
Kind regards,
Stefan
Dear jplander84,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
According to them in live chat they have all information they need, as of yesterday 10/12/23
Dear jplander84,
Thank you for your response and the information provided.
Dear Slots of Vegas Casino,
Could you give us a statement if everything is ready and the player is able to request a withdrawal?
Thank you very much in advance for providing the information.
Kind regards,
Stefan
Greetings all,
Chat support would be correct in the respect that all of your documentation is in order for account verification. If you asked them if you have all of your documents, the answer would be yes. If you asked them if you have a confirmed method of payment on file, the answer is a definite no. Please reply to my email jplander84 with the necessary information I have requested, until we are able to verify your payout details we cannot move forward to assist here.
Best wishes,
Nick and Slots of Vegas
I told you to just send a check. Yall won't tell me what banks you DO work with, yall just wait til I've went the process of opening a new account then tell me that you don't work with that bank,... just send me a check and I'll worry about cashing it. Why is that so hard to understand? I'm tired of jumping thru hoops for you people. If you can't pay people maybe you should find a different business other than internet scam casinos.. I'm just going to file fraud charges with citibank, this has went on entirely too long.
Dear jplander84,
Could you respond to the casino's email? The situation will run smoothly if you follow the casino's instructions. Please let me know once you do that.
Thank you very much for your understanding.
Kind regards,
Stefan
Dear jplander84,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.
The player can reopen this complaint at any time.
We’ve reopened this complaint at the request of jplander84. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.
Dear jplander84,
Did you manage to receive the payment?
I am looking forward to your response.
Kind regards,
Stefan
Not entirely sure whether it's an issue on my end or what exactly the issue is, bur my computer keeps popping a "Site can't be reached" notification when I attempt to go the casino site
I attached an image of the notification. Not really sure how to proceed at this point.
I tried using a completely different computer to go to Slots of Vegas after my last comment and it came to the same "Site can't be reached" notification.
Dear jplander84,
We are waiting for an official statement from a casino representative. So far, we don't know much, only that the whole group of casinos went offline. In the meantime, did you manage to receive a payment?
I am looking forward to your response.
Kind regards,
Stefan
No sir, no payment from them as of yet. I had honestly thought they were the ones that sent the check last month that wound up being from Slot Madness, so I hadn't even tried to log in since. Had decided not to play there again after taking so long to pay and then we all discovered last week I guess it was that it was actually Slot Madness that had paid me and I've been trying to get logged back in at Slots of Vegas to request another withdrawal.
Dear jplander84,
Have you replied to Nick's email regarding the confirmation of a payment method?
I am looking forward to your response.
Kind regards,
Stefan
I have been unable to find that email. I'm afraid it may have went to my junk or spam folder and been deleted. I'll keep looking tho, maybe I've overlooked it.
Dear jplander84,
Please, have a look one more time and let me know.
Thank you very much in advance.
Kind regards,
Stefan
I've only been able to find 3 or 4 emails from slots of vegas and they were all promotional emails.
Dear Slots of Vegas Casino,
Could you resend the email to the player regarding the confirmation of the payment method?
Thank you very much in advance.
Kind regards,
Stefan
Greetings all,
I have had your account approved for check withdrawal jplander84, if you could please re-request the funds for withdrawal I will see what can be done to get things moving for you.
Best wishes,
Nick and Slots of Vegas
Dear jplander84,
Could request a new withdrawal and let us know once you do that?
I am looking forward to your response.
Kind regards,
Stefan
Also I updated the banking details on the check withdrawal page, they should have everything they need I believe. If not please let me know. Thank you.
Dear Slots of Vegas,
Could you state if everything is ready to withdraw the player's funds?
I am looking forward to your response.
Kind regards,
Stefan
Hey all,
Everything appears to be good to go, I have requested the withdrawal be reviewed for approval as soon as possible. Once we have an approval I can move forward on getting the funds out the door.
Best wishes,
Nick and Slots of Vegas
Dear Slots of Vegas,
Please, keep us updated regarding withdrawal.
Thank you very much for providing the information in advance.
Kind regards,
Stefan
Greetings all,
Funds have been paid by the casino to our 3rd party payment providers for disbursal as a physical check, as a general rule we are looking at about 10 business days on delivery once the casino has provided the funds however it can be longer or shorter depending on our 3rd party payment providers.
When the physical check is available for delivery with the courier you will receive an email with the tracking information jplander84. The check will be for physical deposit directly into the approved bank account, please be sure to deposit this in person, and only to the bank account approved by the casino.
Best wishes,
Nick and Slots of Vegas
Dear jplander84,
Please keep us updated regarding the withdrawal and let us know once you receive the payment.
Kind regards,
Stefan
Dear jplander84,
Thank you for your response.
Please, keep us updated.
Kind regards,
Stefan
Seen an email this morning from Slots of Vegas stating that Fed Ex had the check, so hopefully I'll see it today. Will let yall know if it shows up.
Just received my check, it is only for 723.02. Did they insist on sending a check so they could screw me out of 300 bucks?
Dear Slots of Vegas Casino,
Could you state why the player has received just 723$ out of 1023$?
Thank you very much in advance for providing the information.
This check came back from my bank as well. My bank stated that the bank they use for international checks declined to honor the check because it's tied to online gambling. It also caused my bank account to be closed. I'll go to the bank on Monday to pick up the check and will upload any documentation I receive from them.
Greetings all,
If deposited physically into the approved bank account there should have been no issue as the check itself is valid and in no way connected to the casino (unless online gaming was mentioned by the player directly to the bank of course). For the privacy and discretion of our players we use 3rd party payment providers exactly for this reason. Please provide a copy of the declined check, a statement from your bank regarding reason for decline, and any related documentation for review jplander84.
In answer to the question regarding the withdrawal amount, the non-cashable amount of $275 originating from the 250% deposit coupon (used with the winning deposit) was removed on approval as is standard per the terms and conditions of the coupon and casino. I hope this clarifies things.
Best wishes,
Nick and Slots of Vegas
Oh trust me they knew it was from online gambling, the bank compliance officer called me and told me personally that the bank they use to process international checks said it was from online gambling, I never said a word about what the check was. I have to go to the bank today and pick up the check, I'll post it and any received documentation.
Hello jplander84,
Thank you for your response and the information provided.
Please, keep us updated regarding the matter with the bank.
I am looking forward to your response.
Dear Slots of Vegas Casino,
Could you have a look at the provided document and give us a statement here?
I am looking forward to your response.
Greetings all,
I have reviewed the provided documentation, thanks so much jplander. This will need to be reviewed by our finance department and I will need instruction as to how to move forward here. Please keep in mind that it is the holiday and could b e some time before I receive a response from the requisite department.
Best wishes,
Nick and Slots of Vegas
Dear Slots of Vegas,
Please, keep us updated regarding the matter.
Thank you very much in advance for providing the information.
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.
Greetings all,
Apologies for the delay in response, very happy the holiday season is coming to a close and we can all get back to business as usual.
Thanks so much for the information jplander84, on review of the provided documentation I can see that the check was deposited into a new account not approved by our 3rd party payment providers contrary to the specific instructions not to deposit the check into any bank other than that submitted by you and approved by the casino. I will still need to get more information from an individual out on holiday but this is what I can garner from the provided information. I will need to wait for further instruction before I can advise how to proceed.
Best wishes,
Nick and Slots of Vegas
Smh, this was the bank I opened specifically for this check, yall had all the information on the bank, and approved it. You insisted on it before you would send a check. I don't know how how dumb YOU think I am, but I assure you I wasn't born last night. I did everything yall have asked since the initial withdrawal request back during the summer. Its a shame it took you 2 weeks to Copy and Paste the EXACT SAME REPLY to 2 different complaints, quite literally about the exact same issue. Yall are probably the same casinos honestly. Either way I'm sure yall will invent a new hoop for me to jump thru, just make sure you buy me a snazzy lil outfit to perform in,...😒😒😒
Dear Slots of Vegas Casino,
Could you comment on this matter?
I'll be awaiting your response.
Greetings all,
Further documentation has been requested by casino.guru, thank you for your patience while I research the necessary information.
Best wishes,
Nick and Slots of Vegas
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.
Hello Slots of Vegas Casino,
Did you manage to gather the requested information?
I'll be awaiting your reply.
Hello jplander84,
Unfortunately, the casino failed to provide us with the requested evidence. Therefore, we cannot continue resolving this complaint, and we are forced to close the case as ‘unresolved’, which will influence the casino’s rating in a negative way.
I wish I could be of more help, and I sincerely hope you will not come across a problem like this again.
The casino can reopen this complaint anytime.
Best regards,
Stefan
