Slots Plus Casino - No communication, pending payout for a month

RESOLVED
hilly2 United States
posted on February 9, 2016.

I joined this casino based on reviews on ask gamblers, and i took their bonus when i deposited my money. I made through the required play through and was able to ask for a withdrawal of 260 dollars. I sent my documents immediately and received a phone call confirming receipt of my documents, and i was asked to fill some forms, which i did and sent out immediately. The documents were received because i got an email confirming this. And from that point i waited a week with no response on withdrawal process, so i emailed them again and again and all i got was ticket numbers which were never dealt with. I've gone to live chat several times over 3 weeks, and all they tell me is my case is at the financial department, and i will get my money soon, but its still pending on the website. Yesterday i spoke to someone who asked for my banking information and i gave out everything, and today i was shocked when the security began telling me that they don't have my documents on file, and when i told him i have evidence of them receiving my documents, then he said my case is with the finance department. This has been ongoing for a month or more, and i had told them several times that i didnt want to resolve this problem by involving a third party if we could work it out. Please Ask Gamblers, can you help me by finding out what has been holding this withdrawal for long, when i see good reviews from other players?
I will attach evidence depending on how the response of the casino team will be
Thank you.

posted on February 11, 2016.

Good Day Hilly2,
The Finance Dept has sent you several emails - including again today - asking for your banking information so that we can sent your payment to you. You selected a withdrawal method that requires that we need your banking information to process oy. Please respond to their emails and I would also suggest you reach them via chat so that this can be resolved. Thank you

hilly2 United States
posted on February 12, 2016.

I already sent my banking information, i can provide snap shots of our conversations which includes my banking information.. and the emails that were sent were never received in my inbox. I had to send my banking information through the live chat so that the representative could forward it to the cashier. Can you please ask the live customer support to clarify this information because a couple days ago, i was told everything is with the cashier and nobody was sure when the transaction was gonna be completed. I resent my banking information about 3 days ago, because all the emails i sent, i didnt see responses, but only ticket numbers. I have proof of this saved in my files. So i decided that the only way to ensure my messages were received was to do live chat and save all the conversations on my computer, that way i could provide proof when needed.

hilly2 United States
posted on February 12, 2016.

I would like to say that i resent the banking information [email protected] and i used my yahoo email because the gmail account is not allowing this email to be used for reasons unknown. Please let me know if this was received . I tried to contact customer support yesterday and they redirected me to the finance department who always seem to be offline or maybe work hours that clash with when im online?

posted on February 12, 2016.

Good day Hilly2,
We understand that you just got off the phone with a member of our Finance Department and finally we have your banking information. It is unfortunate that you were emailing the wrong email address and that's why we didn't get your information. On the bright side, we have it now. Your payment will go out first thing Monday Feb. 15th as processors are closed for today and the weekend. Our Finance Dept will email you confirming when your payment goes out on Monday. Thank you

hilly2 United States
posted on February 14, 2016.

Yes I spoke to a representative who was very kind to me. Thank you for the clarification and i will look out for the email on Monday.
Thanks again.

hilly2 United States
posted on February 16, 2016.

I did not receive any email as promised and the money has not even been processed. I talked to live chat today and they said an email was sent asking for which account the funds will be transfered to, but we had already discussed that on phone and we had finished all confirmations including which account the money was going to. The customer support said she would pass the message to you immediately but i havent received any notification for funds released yet. just checked the casino and the funds are still pending in my account. Can you please let me know what else is needed as i have provided everything asked of me several times.
Thanks

posted on February 18, 2016.

Good day Hilly2,
Our Finance Dept spoke with you yesterday advising you that your withdrawal was uploaded to our processor days ago. Finance will follow up with the processor should you not see the funds in your account. Please follow up our Finance Dept on this issue. Thank you

AskGamblers
posted on February 20, 2016.

Dear @hilly2,

Any news? Thank you.

hilly2 United States
posted on February 20, 2016.

I spoke to a representative on Wednesday but i haven't heard anything yet since, apart from the message that was sent here on Thursday. I am still waiting for the email confirming the transaction, so far, I haven't received any funds in my account or email confirming processed transaction.

posted on February 22, 2016.

Dear Hilly2,
You should have received an email from Finance regarding your payment. Given that there have been issues reaching the email account(s) you provide please contact directly Finance via chat who will confirm that your payment did go out as we wrote above. Thank you

hilly2 United States
posted on February 22, 2016.

I received an email but im assuming its gonna be a few days before it gets to my account? As soon as it comes in i will confirm,

hilly2 United States
posted on February 24, 2016.

haven't received anything yet

AskGamblers
posted on March 1, 2016.

This case has been reopened upon casino’s request and we would like to give it one more chance for a successful resolution.
We have been informed by the casino management that your payment was successfully processed on 19th of February. Can you please confirm that you received a payment.

hilly2 United States
posted on March 2, 2016.

I have not received any funds yet. I emailed the customer support on Friday asking why its taking too long to receive the money and they said to wait till the 2nd of march the latest to receive the money. I have checked my account everyday and nothing has come through yet

hilly2 United States
posted on March 2, 2016.

here's an attachment of our conversation..

hilly2 United States
posted on March 2, 2016.

just to update, today was the given deadline of the funds to be in my account but i haven't received anything yet

posted on March 4, 2016.

Dear Hilly2,
Please contact our Finance Dept. They have been trying to reach you. The information that you provided for your payment was incorrect and therefore your payment was returned by the processor. Thank you

hilly2 United States
posted on March 4, 2016.

I spoke to finance and they offered me a different way of receiving the funds which will be faster. I will wait for the email to confirm that the money has been sent and i will confirm once i receive the moey.
Thank you

AskGamblers
posted on March 8, 2016.

Dear @hilly2,

Any news? Thank you.

hilly2 United States
posted on March 8, 2016.

I haven't received anything yet, i went to their website to try to speak to finance but they have been offline.

hilly2 United States
posted on March 9, 2016.

just to update, i reached out to the finance department and they said the have already sent the money. I was given the info needed to collect the money and i will let you know if i successfully cash it out from money gram.

hilly2 United States
posted on March 9, 2016.

Received the money today, please Mark this as resolved. Thank you.

AskGamblers
posted on March 10, 2016.

Based on player's last comment, we consider this case as resolved and it is now officially closed.