Slot Madness Casino - Bonus not upheld and deposit withdrawal denied

RESOLVED
posted on March 7, 2015.

casino has declined my withdrawal after a bonus where play through requirements met and a subsequent deposit made. withdrawal and bonus were cancelled, my deposit replaced. live chat are evasive, refuse to allow me to speak to a manager, gave me an email address for manager, no replies to my emails.
i have supplied all necessary documentation, and subsequently played through my deposit, casino is refusing to allow me to withdraw my deposited amount

posted on March 10, 2015.

Hi clivia,

Regarding your first withdrawal request, you used a $75 free chip (coupon code NDF75) and added a $100 free chip (this is considered 'mixing funds). Because of the combining of funds, your initial withdrawal was denied, however, we did place your $100 deposit back into your casino account for you to play.

Shortly thereafter, you requested a $100 withdrawal. The ONLY reason this withdrawal has not been approved is because you have yet to provide the casino with the required verification accounts.

Further, we've hardly been evasive and this is proven in the chat records which we have forwarded to the management, here at AskGamblers.

We are happy to get on with approving your withdrawal just as soon as we receive the requested documents. Please forward these documents on to our Escalations Manager, Sophie Evans at: [email protected]

Tawni

posted on March 10, 2015.

Hi Tawni, amazing that you can reply so quickly here, when i have had no response to my emails. in fact, the $100 added to my free chip was MY deposit, added to the $100 max withdrawal that i secured after playthrough of the bonus. sure you can call this mixing of funds if you like, but am i not entitled to the $100 max withdrawal? Does not term 7 of your conditions state this? i have also in fact forwarded documents, to the email address stated, and have not heard from you regarding the suitability of these. I have also managed to playthrough a similar bonus from two of your sister casinos, similarly being blocked when trying to withdraw. I have given up to be bothered with them, but this is MY deposit, please refund.

posted on March 11, 2015.

Hi clivia,

Again, you used a $75 free chip and added the $100 deposit while playing this free chip. This essentially voids your funds when this is done, however, we did what we believed was fair and simply removed the free chip and re-set you to your $100 deposit.

We are by no means denying your withdrawal, but again, we cannot move forward with it until we receive the necessary verification documents. Those documents are as follows:

- Picture ID
- Utility bill (not more than three months old)
- Copies of the back and front of the credit card you used to deposit
- The signed credit card authorization

Please forward your documents to our Escalations Manager at: [email protected]

Tawni

posted on March 12, 2015.

Tawni,
Again?? previously you stated that i played a free chip on a free chip and now it is a deposit on a free chip? Why do you insist on misrepresenting the situation? i suspect that you have no actual first hand knowledge of the events that transpired. My playthrough of the free chip was complete, and your system automatically deducted from my balance down to the $100 max allowable cashout. I deposited and played and attempted to withdraw my accumulated winnings. No 'fairness' here, your term 7 of your conditions states that should a deposit be made on top of a bonus, the deposit is removed and reinstated after the bonus conditions have been met. I had previously COMPLETED playthrough and your system adjusted my balance accordingly. I enjoy playing RTG and nuworks blackjack, unfortunately all of the casinos that i have encountered running this software have been less than upfront (read dodgy here) so looks like it's back to Netent for me. i have forwarded my documents 'AGAIN', please show me the courtesy of advising me if somehow they are not to your satisfaction.
: )

posted on March 16, 2015.

Hi cliva,

Just wanted to let you know that we have received you documents and they have been forwarded for review.

All the best,

Tawni

posted on March 16, 2015.

Hi clivia,

Good news, your documents and your withdrawal have been approved. Please keep in mind that it may take up to 7 business days for the funds to be sent out to you.

All the best,

Tawni

AskGamblers
posted on March 24, 2015.

@clivia,
Did you received your winnings? Thank you.

posted on March 25, 2015.

Hi, no didn't receive my winnings, but deposit was refunded, thankyou for your help!