Slots of Vegas Casino - The player's experiencing an unspecified issue.

They never responded to me through email explaining why they didn't pay me my money. I won on two separate occasions When I called in they said because i played multiple games and that was there reason for not paying me. One guy said they would credit my account they never did. There is nobody to talk to when you try to reach them I gave my hard earned money in hope to get what i feel they owe me which is 5000 dollars.

Dear Pnucci,

Thank you very much for submitting your complaint. I’m really sorry to hear about your issue with Slots of Vegas Casino. I’m afraid, I will need more information regarding your problem. Please could you elaborate? I will be waiting for your reply patiently.

Best regards,

Nick

I have been playing Slots of Vegas for months giving false hopes they were going to issue me payment for my winnings. they first approved my withdraw. then it was denied for some reason they put the credit on my account. It was up to 2500 so then I took that and won another 2500. I also hit a jackpot somewhere in my winning spree. I turned all my paperwork in for verification. they said it takes like some days to process. it never happened, i put my hard earned money into this game for them not pay me a dime. So I waited to get my money and weren't paying me my winnings. when i called in they said because I had played different games and then another person said that they would issue me a credit. I was giving more false hope nothing came of it. no phone call back no response to emails

I have screen shots of my winnings i will send you as soon as i have my phone in hand

Hello Pnucci,

Please forward it together with all the evidence and communication between you and the casino to nikolas.b@casino.guru.

Thank you Pnucci for all the information provided. As we will definitely need more details from the casino, I will now forward your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Thank you . I hope we can get to some kind of fairness .

Did you guys close my case and reopened it ? I hope we can get a good outcome.

Hello, Pnucci,

I am sorry to hear that your withdrawal has been delayed. 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's representative to join this conversation and participate in the resolution of this complaint.

Dear Slots of Vegas Casino Team,

Could you please state the reason why the player's withdrawal has not been completely processed yet, and what is the estimated time frame for processing the payment? If there is a problem with the player's verification, what documents are problematic? What steps should the player take in order to complete the KYC and successfully withdraw the winnings?

Thank you in advance for providing the information.

What happens if they dont reply?

If no response is received in the set time frame, we extend the timer one more time and a casino has a second chance to comment in a thread. During this time, we try to contact the casino also in other possible ways. If the casino fails to comment on the complaint again, the complaint will be closed as unresolved, and the casino's rating will be impacted accordingly on our website.

Greetings all,

Apologies, playing catch up after the holiday. I have reviewed the situation and the issue is the initial win was from a weekly cashback deposit and came with a $100 maximum cashout. Due to missing documentation within your casino account (no payout method) the requested withdrawal of $1195 was denied and placed back in your account. You played those funds for a while then made a cash deposit on top of this creating a situation called "mixing funds". Mixing funds is when there is one type of cash in your account and you place another on top of it which carries drastically different rules.

As standard protocol in these situations we denied the requested withdrawals as the win was now invalid for withdrawal, however we re-deposited the cash deposit as cash to give you the opportunity to win again with no restrictions. This balance was then played down to zero.

Supporting evidence has been forwarded to the casino.guru team for review.

Best wishes,

Nick and Slots of Vegas

I paid to play . bottom line. i won with the money i got credited the first time. Why did u put the credit there anyways. Why couldnt you just send me a check Of course im going to play with money in my account. Thats how i won 5000 Your a casino ! won fair and square. Still not right . You find ways not to pay people.

I would like to see proof that i played my win down to zero. I never did that. I never got credited. The guy said i was going to get some kind of credit. But never did.

Hello all,

I am sorry for the delayed reply (out of the office).

Thank you, Nick and Slots of Vegas, for your explanation and the provided data.

Dear Pnucci,

Based on the provided data, those confirm Nick's explanation above. Your deposit of $50 was re-credited to your casino account on November 10, 2022, basically right after your 2 withdrawals were denied. And I see it was lost by playing on the same day.

However, a few more questions related to the original winnings (confiscated) from the Weekly Cashback bonus arose, and I have to also consult it internally with my team. In the meantime, I will be in contact with the representative of the casino and clarify the whole situation with him to fully understand the circumstances.

Once our regular internal meeting takes place, I will share with you the results of the discussion. Unfortunately, the next meeting is scheduled for next week. Therefore, now I am extending the timer by 7 days and will inform you about the update here next Wednesday at the latest.

Please, stay patient and positive, and I apologize for the inconvenience caused.

Thank you for understanding.

It dont seem right that u took my money to me to play the games. But wont pay when i won. I was very lucky that day i was playing 5 dollar bets. Why would you give us the choice to play with them kinda bets if you had no intentions to pay. You make it seem like we are playing real money. How real is it. time and all my money wasted. For what a scam. You should make it right not 50 dollars in credits when i won 2500 twice.

I never played down my winnings. They just took it.

Its all a burn. Dont play

Dear Pnucci,

Just letting you know that after the internal discussion, additional data from Nick were requested. Currently, I am waiting for the details.

Once I have all the necessary information and data, and those are carefully reviewed, I will let you know.

Dear Nick and Slots of Vegas Casino,

As was mentioned, I am waiting for your reply outside the thread. Therefore, I am setting the timer for the casino now.

Looking forward to hearing from you.

Greetings all,

Just confirming that this case is being discussed externally for some time now and Branislav and I are in contact to facilitate this. Once there is further clarity as to the outcome further information will be posted here.

Best wishes,

Nick and Slots of Vegas

Dear Pnucci and Nick,

I have not been provided with all the requested data/details yet. Moreover, I have not received a clear reply to the question if the casino is able to provide me with them at all.

Currently, I am waiting for a response to our external communication with Nick.

Once I have the necessary details, I will inform you about the results of our investigation.

For now, thank you for your patience and understanding.

They won't reply, because they know they took my winnings. and probably many others.

Greetings Pnucci,

Shouldn't be too much longer here, still waiting to hear back from Branislav after his review of the provided details.

Best wishes,

Nick and Slots of Vegas

Good evening,

Thank you very much, Nick, for the provided data and details. It helped to consider the case sufficiently.

Dear Pnucci,

Based on the data provided, we were able to recalculate your game taking into account the real money balance and the winnings from the bonus separately, and simulate playing without the so-called "mixing funds". I would like to explain the situation and our decision in more detail.

You managed to win using the weekly cashback bonus and meet the wagering requirements. The maximum cashout for this bonus is $100. Your balance at the time of requesting a withdrawal was $1195,86. If there had not been a problem with your withdrawal and it had been processed successfully, the casino would have paid you $100, and the rest of the winnings would have been canceled. However, your withdrawal was denied and $1195,86 was returned to your balance. For better imagination, let's say you had $100 of real money and $1095,86 of "fictitious money" that otherwise would have been voided upon a successful withdrawal. Then, you made a deposit of $50, which means you mixed the winnings from the bonus with new real money. The most important thing is that if you had only had $150 in your real money balance, you would have lost them after approximately 40 minutes of playing. But, in your case, from the moment you lost your real money balance ($150), there was only "fictitious money", and you continued playing with them. Unfortunately, significant winnings came later - from "fictitious money". When your 2 withdrawals ($5000) were denied, you lost the remaining balance by playing, and the casino credited your account with the original $50. Those were gambled away too. Moreover, before your account was credited with $50, your balance was $0,09, which means you had to notice it.

As for real money and the invalid part of your winnings from the weekly cashback - a different situation would have occurred if significant winnings had been obtained earlier, from your real money balance ($150). In such a situation, we would further discuss it with the casino.

Although the processes in the casino are not ideally set, we are able to accept it due to the limitations of its platform. Therefore, after gathering and reviewing all the necessary information, we are closing this complaint as unjustified.

I am sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.

In case of any questions, feel free to write to me at branislav.b@casino.guru.

Best regards,

Branislav, Casino.Guru