Slotvibe Casino - Player’s struggling to withdraw their winnings.

I saw on your site and created a membership and played 20 spins with no deposit spins. When the wager was completed at 190 €, my money was reduced to 100 €. I deposited an € 20 deposit with the bitcoin method. I have uploaded my identification photo and the invoice stating the address. withdrawal canceled. "Hi Slotvibe + date" asked Selfie written. All my documents were accepted but again the withdrawal was canceled. when I asked why.

- "Please, use fiat payment method (not crypto) to make a withdrawal."

I have noted that other methods are accepted in Turkey.

- "You can make a minimum deposit via Skrill, upload a screenshot of the Skrill account used for deposits with your Name and E-mail visible and withdraw via skrill then   "  

When I asked the rule about that.

-"It is not specified on our site."

When the Max cashout "Casino.Guru" is shown as € 400 on the site. 3. The information provided by the party sites were not in our responsibility. I can't do it withdrawal from the site although I'm currently done deposit. I'm adding Chat Transcripts.

Dear susuquen,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal issue.

Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

Could you please advise if you have been informed about any alternative method to withdraw your winnings?

Which exact bonus you have redeemed, please? I have checked all the available bonuses of Slotvibe Casino for Turkey on our website and this is what I found:

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

Best regards,

Petronela

Hello, There is a bitcoin option to withdrawal euro.

However, it was not accepted that I try to withdraw money. When I asked the reason:

Then they have changed the requests this time they invested via Skrill and told me to upload Screenshot.

3,4 times during our conversation I mentioned that other methods are not used in Turkey.I asked about the relevant rules with that. I got this answer "It is not specified on our site"

that skrill register page(turkey not listed):

Let me do anything possible from me. But what they want is impossible in the impossible withdrawal.

Max Cashoutu of yesterday's bonus.

Not important they pay 100 €.

My reason to upload this is to show that I'm right. 100 euro paid is not important.

Although it is possible to withdraw euro via Bitcoin, does not allow casino. Asks for the impossible.

Thank you very much, susuquen, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello, susuquen,

I am sorry to hear about your negative experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Slotvibe Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Slotvibe Casino team, could you please provide us with your proposal to resolve the player's situation? If the player is unable to make a withdrawal or even create an account in Skrill due to country restrictions, what steps should the player take to successfully withdraw funds? Are you able to make a manual withdrawal via bank transfer or use another alternative payment method? Why is it not possible to make a withdrawal back to Bitcoin?

Thank you in advance for providing the information.

We would like to ask Slotvibe Casino Team 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 will have a negative impact on the casino's rating.

Afternoon Susuquen,

Thanks for playing on SlotVibe.

Please note that you can withdraw the winnings via crypto if you proceed with a crypto deposit.

You won from the bonus LADYMUERTA using FIAT money. According to this, the winnings can be used only in FIAT money.

Also, the max win as per our backend is 100 EUR.

I hope this will clarify things.

Many thanks.

Greetings all,

Thank you, Slotvibe Casino Team, for providing the explanation.

Dear susuquen,

Based on the information and screenshots you provided us with, allow me please a few more questions.

Do you have a MiFinity account? If not, did you try to create the account with MiFinity? Are you able to make a withdrawal via the MiFinity payment method?

Dear susuquen,

Was your issue resolved? Is there any progress? Can you answer my questions above? I am extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it.

We are looking forward to hearing from you.

Hello Branislav,

Mifinity is active in my country, I created an account there. I was able to withdraw 100€.

The wager was completed while my money was at 190 € . And then when I signed up, the max cashout was 400 €. There is a conversation about it in the chat log. When I presented the screenshot I took to the support staff, he did not reject the screenshot. The information provided by the 3rd party is not our responsibility, she said max cashout 100 €. I didn't go after 90 € or 300 €, but now it's not money, it's turned into a right and wrong thing.

To look at the situation theoretically, the max cashout stated by casino.guru when I signed up and completed the cycle is 400 €. I had a problem that day and could not withdraw the money, so I filed a complaint on casino.guru. The next day, when my case was examined, this bonus was reduced to 100 €. In this case, the maximum casout I can withdraw should be 400 €, is it 100 €? So, is the next rule valid for me to sign up and get the bonus, or is it the changed rule? You already have records of money changing. So you can confirm or disprove my theory.

Let me also point out that if they wanted me to make a deposit and verify it one more time through Mifinity, this would not have been possible because Mifintiy cannot be used when deposit in casino sites due to the laws in Turkey. So, after all, I paid via Bitcoin and withdrawn money via mifinty. (normally this is not allowed due to money laundering policy but I guess it is at the discretion of the casino)

It is not my intention to prolong the matter to get some more money or to defame the casino. My aim is to get answers to the following questions and to raise awareness for these situations that may happen to other players later on.

1) what is correct in such a situation? (max cashout issue)

2 )While it is possible to deposit and withdraw money in crypto method in the casino and as it is stated in the rules:

b. The Wagering Requirements for Free and Registration bonuses are forty (40) times the Bonus sum awarded to you, unless stated otherwise in the supplemental Terms and Conditions. (For Registration bonuses, extra spins, free spins and free bonuses which require NO deposit, note that no winnings at all may be withdrawn/transferred until you have transferred at least 20 EUR/USD/CAD/AUD/NZD/USDT, 30 BRL, 200 NOK, 1,000 RUB, 0.034 BCH, 0.122 LTC, 66 DOGE, 2000 JPY, 80 PLN, 0.009 ETH, or 0.00053 BTC, (or currency equivalent) into your Player Account. In addition, no winnings accrued in connection with any Free Bonus may be withdrawn/transferred until the wagering requirements have been met.)

The casino states that it is necessary to deposit and withdraw via the fiat method. When asked to show a rule related to this, it is said "not specified in the rules". I understand that they take fraud measures, but how correct is it to make another request that is not in the rule, although the player provides ID, selfie, address proof?

Sorry for my bad english. Thank you for your attention. I appreciate this work you have done as a team, I think you have been number 1 for a long time.

Dear susuquen,

Information provided by the 3rd party is not the casino's responsibility and it cannot influence it. We update our reviews and data regularly according to the data on the casinos' websites. Casinos change their terms and conditions from time to time and it is not possible to keep the data for several thousands of casinos up to date, although we are usually informed about the changes. Therefore, I am sure you can find an additional bonus condition in every bonus on our website - full terms apply. It means that if there is any mismatch between the information on our website and the casino's terms, the casino's bonus terms prevail. It is a rare situation, but unfortunately, it can happen. A player is mandatory to read all terms and conditions that are accepted upon registration on the website. If there is a mismatch, it is possible to ask the casino to explain it.

"To look at the situation theoretically, the max cashout stated by casino.guru when I signed up and completed the cycle is 400 €. I had a problem that day and could not withdraw the money, so I filed a complaint on casino.guru. The next day, when my case was examined, this bonus was reduced to 100 €. In this case, the maximum casout I can withdraw should be 400 €, is it 100 €? So, is the next rule valid for me to sign up and get the bonus, or is it the changed rule? You already have records of money changing. So you can confirm or disprove my theory."

When exactly did you sign up and complete the bonus requirements, please? In any case, even if a mistake appeared, the casino's bonus terms and conditions are still valid without any change. It means the maximum cashout from the bonus is €100. That is reality, not theory. But, it also depends on a specific situation.

"Let me also point out that if they wanted me to make a deposit and verify it one more time through Mifinity, this would not have been possible because Mifintiy cannot be used when deposit in casino sites due to the laws in Turkey. So, after all, I paid via Bitcoin and withdrawn money via mifinty. (normally this is not allowed due to money laundering policy but I guess it is at the discretion of the casino)"

I do not understand the question - "if they wanted"... - you were allowed to withdraw your funds via the available payment method. I think there is nothing more to discuss.

Question 1) - please provide me with the information I asked for above, about signing up and completing the bonus requirements. Then I will look at it again in more detail.

Question 2) - if a player is requested to make a deposit before making a withdrawal, it is logical that the player adjusts the currency and payment method for deposit to the account currency. If the bonus is offered in fiat currency, the player can withdraw funds via the payment method supporting fiat currency. This is clear, too. The casino was able to pay out your funds. Once you get in trouble, I believe the casino can help you to resolve your issues and provide you with an alternative solution. Just ask.

To be honest, every complaint/case is different and there are many factors that can influence the whole situation. There are no exact answers to your questions and I guess there is no point in discussing imaginary scenarios.

Good morning,

Thank you for your query. We have checked the max cash-out and for Guru it was set to 400 Euro (and not the standard 100 Euros set by default) so we have reissued your 94.16 Euros back into your account.

We hope this helps and we are terribly sorry about the inconvenience that this has caused.

Regards

The SlotVibe Team

Thank you, SlotVibe team, for the explanation.

Dear susuquen,

Can you please confirm you already have these funds in your casino account?

yes I can funds my casino account

thank you casino.guru and thank you slotvibe

We are so glad that we could be of assistance and good luck!

Regards

The SlotVibe Team

Thank you, susuquen, for confirming and for using the Casino Guru complaint resolution centre. I am very glad you have received your funds/winnings. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, 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.

Thank you, SlotVibe Team, for providing information and for your cooperation.

Best regards,

Branislav, Casino.guru