Slots of Vegas Casino - The player's winnings were capped.

I have an small issue with an other casino very similar to the one with SS, this casino called Slots of Vegas are taking $192 dollars from me and only sending me $100 when I tried to withdraw $292 dollars, this money came from 3 won tournaments of $100 each, so when i tried to withdraw they took a very long time for it like a month, then i contacted customer service and they told me that they escalated that to the managers so I should contact them again in 2 days so when i checked my account again I had the surprise that they had used the managers withdrawal process again on me, approving only $100 dollars for withdrawal so I contacted them again, and they said that it was because i played a tournament that only pays $100 dollars but I had deposited in between tournaments and I had played 3 I told them but they didn’t care. Now, I have been waiting for the approved withdrawal money of $100 on May 5th via bitcoins and I still haven’t received that either…

thanks

dralililopez.

Hello dralililopez,

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 if your account is already verified and if yes, since when exactly? How many times and in what sum did you deposit while the tournament was ongoing? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello Nick!

Ok, here are the answers:

I contacted customer support just a few mins ago and they said my account was fully verified on May 5th 2023.

I deposited $30 dollars before playing the tournaments as you can see I won two of $100 each… however the amounts I won doesn’t match on my file, why? I don’t know ….

I have talked 3 times to customer service in the past week the first time to ask about the delayed payout, the second to ask why they applied the mangers withdrawal and the third time was to confirm the date of account verification.

Here you will find the screenshots as my evidence:

It seems something os not working properly, I cant submit more screenshots..I do in a different window…

Next screenshot

last screenshot of transactions:

Chat transcript screenshots of emails

Continuation of first chat transcript

Second time I contacted them after they applied the manager’s withdrawal part 1

Second time I contacted them after they applied the manager’s withdrawal part 2

And last…Today’s transcript about my account verification inquiry:

Thanks a lot Nick for your time and support, I had to attach every screenshot in a different window because the system got stuck every time I tried to add a second picture into this windows (just to let you know)…

thanks again!

have a wonderful day !

Dralililopez

Hello dralililopez,

The different amounts could be explained by the always changing rate of bitcoin - as it prices changes, your withdrawal amount as well if you account is held in cryptocurrency.

As your account got verified 17 days ago, and withdrawals may take up to 14 days, can you please advise if any money arrived since then? If still not, we can try to intervene.

hello Nick!

as in today nothing I have received yet

Hello dralililopez,

Thank you for all the information provided. I will now forward your complaint to my colleague Tomas (tomas.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello dralililopez,

I have reviewed your case and will contact the casino to see if I can help.

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

Dear Slots of Vegas Casino,

Can you please provide an update on the status of the player's withdrawal?

Thank you.

Kind regards,

Tomas

Hello Tomas!

please thank Nick for his help and time for me!

and thank you for yours…

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,

It appears we have a scheduled meeting between myself and the casino.guru team on Friday to discuss this and other related cases. Thanks so much once again for everyone's continued patience in the matter.

Best wishes,

Nick and Slots of Vegas

Dear dralililopez, kindly allow us more time to come up with a conclusion on this and all related cases.

Slots of Vegas Casino,

Can you please provide me with the player game log? Here's my email address: tomas.k@casino.guru

Thank you.

Kind regards,

Tomas

Hey all,

I've submitted the log for review, hopefully it assists.

Best wishes,

Nick and Slots of Vegas

Dear dralililopez,

Kindly allow us more time for investigation as there are more related cases, and we need to come up with a general statement.

I will keep you updated on any developments. Thank you for understanding.

Kind regards,

Tomas

No problem, thank you Tomas!

Dear dralililopez,

I'm sorry, but we still haven't gone through all the related cases. We are in touch with the casino representative and trying to find out a fair resolution for both sides involved.

I'll have to extend the timer once more. Thank you for understanding and your patience.

Kind regards,

Tomas

Dear dralililopez,

Please be informed that the issue continues to be assessed and is discussed with the casino representative.

Due to further possible delays related to upcoming events and certain proceedings directly related to this issue, I’m setting the timer for 14 days.

I truly hope we will be able to come back with an update in a reasonable time frame.

Kind regards,

Tomas

Hello Tomas!

Thanks for letting me know I Appreciate it!

Dear dralililopez,

Thank you for your patience. We should come to a conclusion tomorrow, so I will update you here in the thread.

Kind regards,

Tomas

Thank you Tomas!

Dear dralililopez,

I'm really sorry the investigation is taking much more than expected, but due to the absence of some important parties involved, we still haven't finished the whole process. Please allow us more time once again.

Rest assured, we will keep you updated on any developments. Thank you very much for your patience and understanding.

Kind regards,

Tomas

It’s fine Tomas take the need time, no rush at all…

thanks again!

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.

Dear dralililopez,

I hope you are doing well. I would like to ask if you have read the casino's bonus T&C before entering the tournaments. If so, have you been aware of the following rule?



Thank you.

Kind regards,

Tomas

No, i wasn’t aware of that rule Tomas,

regardas

dralililopez

Dear dralililopez,

Thank you for providing the information. Since all discussions with the casino's representatives have been completed, we should receive their final statement soon. As a result, I am extending the timer again to wait for their response.

Kind regards,

Tomas

Dear dralililopez,

I'm really sorry it's taking so long. However, I've been informed that the casino representative is currently unavailable due to healthy issues, and I want to keep this complaint open because I believe it can be resolved successfully.

Let me extend the timer once again. I truly appreciate your patience.

Kind regards,

Tomas

Thank you Tomas, my prayers to him!

d.

Greetings all,

You guys are amazing, your understanding is very much appreciated. I am playing catch up now as you can all imagine, this case (among others) will need to be discussed further with colleagues on my side before I can respond properly but I should be back with a reply in the not too distant future.

Best wishes,

Nick and Slots of Vegas

As long as everyone is well, there is no rush Nick. I’m glad you’re better!

D.

Dear dralililopez,

We have made significant progress in our communication with the casino's representatives and are about to reach a decision very soon. I will extend the timer once again for the casino and I am confident that we will successfully close this matter next week.

Thank you so much for your patience. We truly appreciate it.

Kind regards,

Tomas

After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, dralililopez, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.

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,

Tomas