HomeComplaintsSlots of Vegas Casino - Player struggles with payment card verification.

Slots of Vegas Casino - Player struggles with payment card verification.

Amount: $1,300

Slots of Vegas Casino
Safety Index:Above average
Submitted: 07 May 2024 | Resolved : 10 Jun 2024
Resolved Our verdict

Case closed

RESOLVED

Case summary

1 month ago

The player from Mexico faced issues with the verification of her payment card at Slots of Vegas Casino. The verification process flagged her card as altered or damaged, which she assured was not the case, affecting her ability to withdraw funds. After multiple attempts and communications, the casino confirmed that all necessary documentation was on file and suggested updating her Bitcoin address. The withdrawal was eventually approved and processed, and the player confirmed receipt of the funds. The complaint was marked as resolved by the Complaints Team.

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2 months ago


Hello casino.guru,


I am writing to address a problem with the verification of my payment card Slots of Vegas Casino, which is impacting my ability to withdraw funds. Despite multiple attempts, the verification process has flagged my card as altered or damaged. I assure you, the card has only typical signs of use and has not been tampered with.


Replacing the card is not feasible as it would involve a change in card numbers, conflicting with the verification requirements for this card.


I am available to provide any information at your earliest convenience do not hesitate to reach out.


Thank you for your attention to this issue. I look forward to your guidance.


Best regards,


Stephanie 



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2 months ago

Hello MvMom,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Slots of Vegas Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not or is it the card only? When was the last time you spoke to the casino and what was it about?

Isn't there also a virtual version of the card where those details are visible so you can send basically 2 proof?

Looking forward to your answer.

Regards,

Nick

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2 months ago

Dear Nick,


I am writing to seek assistance with a verification issue that has been preventing me from accessing my funds since approximately April 1st. The verification process requires two forms of authentication: an ID and a bank card. While my ID has been successfully verified, I am encountering persistent problems with the card verification.


The card in question, ending in ****, is the same one I used to deposit funds into my casino account. Despite numerous attempts, the camera scan of my card is repeatedly rejected due to various errors such as being labeled as altered, damaged, or having low contrast. I have tried different lighting settings and angles, but to no avail.


I am concerned because requesting a new card, would come with a different number, and would not align with the original card details stored in the system. This seems to complicate the matter further, as the system specifically requires verification of the current card.


Additionally, I possess a digital copy of the card, but there appears to be no option to upload this file as the system insists on a camera scan.


Customer service has not been able to resolve this issue thus far. Therefore, I kindly request your guidance on how I can successfully complete the verification process and access my funds.


Thank you for your attention to this matter. I look forward to your prompt response.


Best regards,


Stephanie

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2 months ago

Thank you MvMom for all the information provided. I will now forward your complaint to my colleague Dominika (dominika.l@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

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2 months ago

Hello MvMom,


This is Dominika and from now on, I will be taking care of your complaint. I will contact the casino and try my best to resolve the issue as soon as possible.


Now I would like to invite Slots of Vegas Casino representative to join this conversation and participate in the resolution of this complaint.


Kind regards,

Dominika

Casino.Guru

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2 months ago

Hello Dominika,


Thank you for your assistance your time and efforts are appreciated.

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1 month ago

Greetings all,


I have reviewed the situation and it appears that all the necessary documentation is on file at this point, I would however suggest contacting customer service via live chat and confirming your current Bitcoin address MvMom. Your most recent requested withdrawal was denied and is back in your balance, once you have requested another withdrawal and an updated Bitcoin address is on file I will see if I can be of assistance.


Best wishes,


Nick and Slots of Vegas

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1 month ago


Dear Nick,


I have initiated my withdrawal via my Bitcoin wallet address. I appreciate your prompt response and I appreciate you personally taking a look at this.


Unfortunately it says it could take up to 5 days. Surely it does not take the full 5 days.


I will come back here once I have received the deposit and verify it.


Thank you,


MvMom

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1 month ago

Thank you for the information.


Dear MvMom, please keep us updated once you have received the withdrawal.

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1 month ago

Will do,


It said it could take up to 5 days to complete, while the live chat said it could take from 7 to 10.

I was hoping it would not take this long as I have already been trying to access funds since around Easter,

perhaps Slots of Vegas could expedite this process but either way I will update you once I receive the funds.


Thank you,


MvMom

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1 month ago

Dear MvMom, do you have any updates regarding the withdrawal, please?

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1 month ago

Hello Dominika,


Outside of the last update where I had confirmed the withdrawal had been initiated and was pending approval, The withdrawal at the time of writing this is still pending. Perhaps I am not familiar with the withdrawal process with other casinos but it has been a 7 day delay so far. I have been attempting to withdrawal the money since shortly after Easter, So this seems like a rather long time to withdrawal the money.


To answer your question directly, No there are no updates at this time. It is still pending.


Thank you,


MvMom

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1 month ago

Thank you for the information.


Dear Slots of Vegas Casino, could you please explain why the player's withdrawal has not been approved yet?

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1 month ago

Still Nothing


Thank you,

MvMom

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1 month ago

Greetings all,


Just confirming that the Bitcoin address was updated and we now have the withdrawal approved. Payment should be released in the coming business days but hopefully quite soon. Let us know when the funds arrive MvMom.


Best wishes,


Nick and Slots of Vegas

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1 month ago

Dear MvMom, could you please confirm once you have received the payment?


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1 month ago

Hello Dominik’s,


I will let you know as soon as I get it. Unfortunately it has taken around 2 weeks at this point and still no deposit to my BTC wallet. I’m surprised a withdrawal would take 2 weeks, but nonetheless I will let you know.


Thank you,

MvMom

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1 month ago

Hello MvMom, do you have any updates regarding the withdrawal? Please let me know.

Edited by a Casino Guru admin
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1 month ago

Yes I received the withdrawal!


Sorry for the late response as I thought I posted one already!


Thank you guys!!


MvMom







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1 month ago

Dear MvMom,


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.


Best regards,

Dominika

Casino.Guru

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