Slots Village Casino - Disabled account with withdrawal still pending

RESOLVED
emasar2 Portugal
posted on August 12, 2016.

Hello

During this day, my account was disabled. I played some but now i cannot login. Yesterday made a 25€ deposit in order to get withdraw proccess (200$) that was still pending since 06.08.2016 approved and payed.

I wil provid chat support (proves the ammount that shoul be payed) and image of my account status.

If you check my support chats, you will see that withdraw proccess exists and perhaps now they disable my account just to doon't pay my winnings (200$).

Already sent a email today for [email protected] and no answer. Even call 2 times today to number provide on message on logon account (+1-702-964-1113) and nobody attends and call is disconnected with message "Bye".

I want to complain on that, because i want to collect my winnigs. I've deposit 50$ total (2x 25$) on this casino.

Waiting your reply on this and hope you can get some answer from this casino.

Best regards
Emanuel Saraiva

**Please check and read this chat support from yesterday:

11.08
Welcome to LiveChat

Angelo
Support Agent
Good
Angelo
Hi, how are you?
emasar2 | VIP1
hello
please check my withdraw proccess
why still pending?
suposed 72 hours to approval, right?
Angelo
Up to 1 week for the approval and up to 12 days for the money to enter your account
emasar2 | VIP1
terms and conditions says: Withdrawal requests are reviewed every day, from Monday to Friday, within 72 hours from the moment the Member placed a withdrawal request on the Slots Village Account
72 hours passed by
Angelo
ok let me make a request and see
emasar2 | VIP1
ok, iam waiting
any answer?
hello?
Read
Angelo
ok your withdrawal request will be reviewed today
also send a email to [email protected]
to have the info on your mail
The chat has been closed due to long user inactivity.
Chat closed.
Start the chat again

Welcome to LiveChat

Caesar
The Ultimate Agent 007
Good
Caesar
Hi, how are you?
emasar2 | VIP1
hello Caesar
Caesar
hey Emanuel
emasar2 | VIP1
when my withdraw will be approved?
preavisious chat support told me today
Caesar
monday
it will be reviewed
emasar2 | VIP1
monday???
passed more then 72 hours according terms and conditions!!
check this: 11.08
Welcome to LiveChat

Angelo
Support Agent
Good
Angelo
Hi, how are you?
emasar2 | VIP1
hello
please check my withdraw proccess
why still pending?
suposed 72 hours to approval, right?
Angelo
Up to 1 week for the approval and up to 12 days for the money to enter your account
emasar2 | VIP1
terms and conditions says: Withdrawal requests are reviewed every day, from Monday to Friday, within 72 hours from the moment the Member placed a withdrawal request on the Slots Village Account
72 hours passed by
Angelo
ok let me make a request and see
emasar2 | VIP1
ok, iam waiting
any answer?
hello?
Read
Angelo
ok your withdrawal request will be reviewed today
also send a email to [email protected]
to have the info on your mail
The chat has been closed due to long user inactivity.
Chat closed.

Start the chat again

Caesar
checking with accounting
one moment pleae
you must have a deposit in the last 5 days prior to requesting the payout
if you make a deposit now
you will be able to request the withdraw
to get it approved
if you deposit now
it should get approved tomorrow
and max withdraw from free is 200$
you won from free play
emasar2 | VIP1
so the rest of balance is for what?
Caesar
it will be voided
emasar2 | VIP1
ok then. if i deposit now 25€ whats your best offer?
Caesar
700% bonus
emasar2 | VIP1
and wager and maxcashout?
Caesar
no max cashout
and wager is 3x deposit+bonus
emasar2 | VIP1
how that? usually is 25x and slots wagers 100% per bet! Can you explain?
hello?
Caesar
misstyped
yes
the 25x
and 100% on slots
that is correct
emasar2 | VIP1
and one more thing. If i deposit now can you assure that withdraw will be approved tomorow?
Read
Caesar?
Delivered
You have been transferred to: Caesar.
Caesar
hey
i m back
500% bonus
for your next deposit
100% contribuion
and 25x wager
the 500%
is on first 5 deposits
its a very sweet deal
emasar2 | VIP1
i asked you if i made the deposit you asssure me that my withdraw will be approved right now?
Read
Caesar
tomorrow
but if you dont have the deposit
as per rules
it will surely be declined
by accounting
you can deposit the 25$
and all should be good
emasar2 | VIP1
ok, tomorrow
i will deposit now
meanwhile my withdraw ammount submitted is 400$ and you said only 200$ can be cashed out, so how to fix that?
Delivered
Read
Caesar
4:00 pm
you dont need to do anything
the 200$ should be approved
and the rest will get voided
automaticly
4:01 pm
you dont need to do anything emanuel
emasar2 | VIP1
do you assure that?
Delivered
emasar2 | VIP1
do you assure that?
waiting you answer to transfer funds from my netteller account
Caesar
assure what?
that it wont be a problem
caus its 400?
emasar2 | VIP1
yes
Read
Caesar
ofcourse
no worry Emanuel
emasar2 | VIP1
transfering funds to my netteller account...
still pending the operation , can you please hold a few minutes more?
Caesar
sure
emasar2 | VIP1
ok
done
so my wager is 3750$, right?
Caesar
yes
emasar2 | VIP1
can you check please my wager now? i've a bit. just to check that is correct
Caesar
sure
its all right
good luck Emanuel
please
let me know if you need anything
i will be here tomrrow
:)
emasar2 | VIP1
check my wager done
Caesar
how much did you bet on the slots?
emasar2 | VIP1
now please. just to check thats decreasing
on slots always
Caesar
how much
did you bet
emasar2 | VIP1
thats what you confirm me ...
to see if wager is decreasing according 100% per bet according
check wager left please
waiting Caesar
Caesar
51
so far
emasar2 | VIP1
51$ wager done?
Read
Caesar
yes
emasar2 | VIP1
perfect
Delivered

posted on August 15, 2016.

Hello Emanuel,

Let me start with the good news, and that is your payout approval for the $200 that you have won fair and square. Your payout request has been approved on the 12th of August, therefore, according to our Terms and Conditions, the funds should hit your account in maximum 12 business days from that point onward.

Regarding your trying to contact us, please note that it may take up to 48 hours for your Support emails to be replied, according to the workflow. We are very sorry for any inconvenience that this might cause you and we assure you that our best interest is to always assist you the best way possible and in the shortest period of time.

Last, but not least, your account has been indeed disabled as per management decision, and according to rule 2.13.1 from our Terms and Conditions unfortunately we cannot enable it.

For more information regarding your account, please contact us via email to [email protected] and we will be more than happy to assist you with any concern that you might have.

We are hoping that your winnings will reach you as soon as possible and we rest at your full disposal.

Kind regards,
Gwen

emasar2 Portugal
posted on August 15, 2016.

Hello, in fact good news. I Will wait to receive my winnings on netteller account and then inform askgamblers if it was succefull or not.

Best regards
Emanuel Saraiva

posted on August 19, 2016.

Hello,

We have checked once again and the funds have been transferred already on the 12th of August, therefore they should have already been reflected in your account.

Please confirm receiving your winnings and should there be anything else that we might help you with, please do not hesitate to let us know.


Kind regards,
Gwen

emasar2 Portugal
posted on August 19, 2016.

Hello

I confirm that i've already received my winnings. This complain could be closed

Best regards
Emanuel Saraiva

AskGamblers
posted on August 19, 2016.

Based on submitter's last post AskGamblers Complaints Team is now considering the complaint as successfully resolved and it is being officially closed.

Thank you all for your cooperation.