Slots of Fortune Casino - Not paying the remaining $16K of the requested cashouts

UNRESOLVED
posted on October 26, 2014.

Hi. I signed up at Slots of Fortune Casino on 11/15/2013 and was super lucky on my very first deposit ending with a balance of $24,138. After verification I made my first withdrawal a few days later.(only $500 at a time may be requested) I received several payments of $500,until my balance was $16250. My next withdrawal on 6/5/2014 was never paid and I was informed that my account was subject to a random review that would take up to 90 days. Now almost 5 months later and after several attempts to withdraw I am still being stalled for my money. HELP, please.

AskGamblers
posted on October 31, 2014.

Dear @painter43,
Any update considering your complaint? Thank you.

posted on November 1, 2014.

no update yet.

posted on November 4, 2014.

Thanks for the help but still no update.

posted on November 5, 2014.

Hi,


will be checking on it ASAP. I apologize for the delay.

Clara

AskGamblers
posted on November 8, 2014.

Dear all,
Any news?

posted on November 10, 2014.

H,. No news yet. No response since the 5th.

posted on November 13, 2014.

Hi, Still no news..

AskGamblers
posted on November 25, 2014.

This complaint has been reopened upon submitter's request.

AskGamblers
posted on November 28, 2014.

Dear @painter43,
Any update considering your complaint? Thank you.

posted on December 2, 2014.

Hi. TY but.. No update..

posted on December 5, 2014.

Hi. I just sent an email to finance department after latest withdrawal request was denied. Perhaps they will respond favorably.

posted on December 8, 2014.

Hi. It is now over 6 months since the casino has made a payment. 6 months since 90 day random review. Live chat does not help at all. No response yet from finance department. What happened to Clara who responded Nov 5th?

posted on December 11, 2014.

Hi. It's looking bad for ever getting paid by this casino.

posted on December 14, 2014.

Hi. Any suggestions how to proceed?

posted on December 17, 2014.

Hi,

We are sorry for the delay. Please, confirm your username with Slots of Fortune so that I can double check this information.

Regards,
Ally

AskGamblers
posted on December 17, 2014.

Player's username is the same as he/she wrote in the complaint.

posted on December 17, 2014.

Hi. My user name is "painter43". Withdrawal request was reversed, again. I requested $500 ,again, on Dec 17th.

posted on December 20, 2014.

Hi. Still waiting for a follow up response from Ally. No word from casino.

posted on December 24, 2014.

Hi. Still no follow up from Ally or Slots O Fortune.

posted on December 27, 2014.

Just had chat with Kelvin, a manager...Connected
Requesting support.
Me : hi.
Kelvin S has entered the chat.
Me : Hi Kevin. is it possible to chat with a manager?
Kelvin S : hi
Kelvin S : actually I'm a manager
Kelvin S : how are you?
Me : Can you please tell me why my withdrsawals are still being reversed.
Me : 90 day random review is going on for 6 months now.
Kelvin S : let me check it for you
Me : This is totally unfair
Me : ok, please check.
Kelvin S : Neal, you have got 7490$ on your account
Kelvin S : right?
Me : How long can it take to review my account? Seems casino just does not want to pay when someone gets lucky and wins big.
Me : No, I have $11612
Kelvin S : sir, I mean that we have paid you $7'400 already
Me : Sounds about right
Me : but does that mean casino does not need to pay the rest?
Me : Why am I still being stalled?
Kelvin S : I will ask finance department regarding your withdrawal, unfortunatelly that is not me who decided the amount of instalments that we pay
Kelvin S : but I can affect the process
Me : So I can not get any info from you or anyone else?
Me : Can you send me an email with further information?
Me : Affect how?
Me : can you start
email with further information?
Me : Affect how?
Me : can you start payments?
Me : It is 6 months since a payment.
Me : Kevin, how would you feel if you were in my spot?
Kelvin S : sir, finance department takes decision accouding to your withdrawals and deposits. we can pay even 10'000 - 20'000$ withing 24 hours but the status and VIP class affect it as well
Me : Can you personally keep me informed via email?
Kelvin S : I will email you and I will do everything for you to feel that Slots of Fortune is good casino.
Me : I have given enormous amount of playMe : I can only fel that way if I get paid the rest of what I am owed.keep me informed via email?
Kelvin S : I will email you and I will do everything for you to feel that Slots of Fortune is good casino.
Me : I have given enormous amount of play
Me : I can only fel that way if I get paid the rest of what I am owed.
Kelvin S : Neal, I will e-mail you
Me : Thanks for your attention to my plight.
Kelvin S : [email protected]
Kelvin S : just for you to know
Me : TY
finance department regarding your withdrawal, unfortunatelly that is not me who decided the amount of instalments that we pay
Kelvin S : but I can affect the process
Me : So I can not get any info from you or anyone else?
Me : Can you send me an email with further information?
Me : Affect how?
Me : can you start payments?
Me : It is 6 months since a payment.
Me : Kevin, how would you feel if you were in my spot?
Kelvin S : sir, finance department takes decision accouding to your withdrawals and deposits. we can pay even 10'000 - 20'000$ withing 24 hours but the status and VIP class affect it as well
Me : Can you personally keep me informed via email?
Kelvin S : I will email you and I will do everything for you to feel that Slots of Fortune is good casino.
Me : I have given enormous amount of play
Me : I can only fel that way if I get paid the rest of what I am owed.
Kelvin S : Neal, I will e-mail you
Me : Thanks for your attention to my plight.
Kelvin S : [email protected]
Kelvin S : just for you to know
Me : TY
Me : Thanks again for your help. I look forward to hearing from you.
Me : So long for now
Me : Have a nice day
Me : Kelvin? you still there ?
Me : ????Me : Bye. I have to go..

posted on December 28, 2014.

Hi,

Yes. As far as I see your account is under review at the moment. Sometimes our security department needs to run additional checks to avoid different kind of game manipulations. Once the account review is over you will be able to withdraw your winnings. Meanwhile you can continue playing and win more and cash out all your winnings once your account is checked.

Regards,
Ally

posted on December 31, 2014.

Hi. Still waiting for any real news. I just hear same tired "under review" explanation. Still waiting for payment.

posted on January 3, 2015.

Hi. Still no news or payment..

AskGamblers
posted on January 10, 2015.

This case has been reopened upon submitter’s request and we would like to give it one last chance for a successful resolution.

posted on January 13, 2015.

I now have 2 managers (Kelvin & Monica J.) each saying they will help me get paid.

posted on January 14, 2015.

Hi Neal,

Your account is still a subject for an additional investigation with our security department! We will notify as soon as there are any updates regarding your account. Please accept our apologies for this inconvenience and thank you for understanding.

Sincerely,
Monica

posted on January 16, 2015.

Hi. Please keep open while I try to work it out with casino managers. Thanks

posted on January 23, 2015.

hi. still waiting..

posted on January 26, 2015.

Hi. Promises of help from Monica and Kelvin (managers), but no real progress.

posted on January 29, 2015.

Hi. Still waiting for any real progress.

posted on January 29, 2015.

Hi Neal,

I am utterly sorry for such a delay, though your account is still being checked by the relevant department.
Will keep you updated regarding the results.

Thank you,
Monica

posted on February 1, 2015.

Hi Monica. Thanks for the help. Waiting for news.

posted on February 4, 2015.

Hi Monica. Still waiting..

posted on February 5, 2015.

Hi Painter,


I apologize for the delay. I requested an immediate update from our fraud department in regards to your case.

Will update you once I get a reply.

Again, I apologize for the delay.

Clara

posted on February 8, 2015.

Hi Clara & Monica.. Still waiting for any payment.

posted on February 9, 2015.

Hi Painter43,


I've been informed that your first payment will be send within the next 96 working hours.

Please update this complaint once you received your payment.

Best regards,

posted on February 11, 2015.

Hi. Waiting eagerly for a payment.

posted on February 12, 2015.

Hi Painter,

please update this complaint once you received it.

thanks!

posted on February 12, 2015.

received this email today:From: Slots of Fortune Accounting

posted on February 13, 2015.

Here is email from casino.:
Your reversal has been processed
Dear Mr. Einfeld,

Your username is painter43.

Your withdrawal for 500 has been reversed. If you did not request this reversal, please contact our member services and we will be pleased to help.

Your account balance is currently 10767.50.

Should you require any assistance, please contact us via our Member Services Department

Best regards,

Member Services
Slots of Fortune

posted on February 14, 2015.

Hi. I am now being asked to make deposit(s), and to send an email agreeing to the current conditions which include a mention of occasional bonuses with a 10 times maximum withdrawal. Monica, from the casino has called twice with these outrageous requests , before I can get paid even a first $500 installment. The casino appears to not want to pay.

posted on February 16, 2015.

Hi. Still waiting..

posted on February 17, 2015.

Hi Neal,

I have looked through your account history. As I see you made your first deposit with us in November 2013, you won from it and since the same month you have been withdrawing your winnings.
We’ve been paying you for many months. Monica called you to explain that due to our Terms and Conditions we stopped paying as your account is considered inactive and had to be subjected to review.
I am referring to the 25th point of Terms & Conditions which states:

Some bonuses may include cashout limits on winnings which are equal or less than 10 times the amount of a player’s deposit. The casino reserves the right to limit cashout amounts of any player at any time at its discretion. Cashout limits will be determined by casino management according to a player’s level and recent account activity. All player accounts may be subject to review. While under review, any pending withdrawal request may be reversed with the requested amount returned to the player’s account.

Unfortunately you’ve been inactive for over a year so far, that is what Monica explained. And please note that it is your responsibility to check Terms and Conditions which you originally agreed with and make sure you follow the changes. Now I am referring to the 22nd point:

Slots of Fortune reserves the right to change an agreement from time to time, whenever a need arises. Although we will try to inform players of any changes when they occur, please note that each player is responsible for reviewing the website. The Terms and Conditions, help file, etc. on regular basis. Slots of Fortune reserves the right to modify any rules or cancel promotions at its discretion.

Neal, I want you to understand that we are not refusing to pay your winnings, just there are certain terms and conditions according to which all of our players are being paid.
It is up to our finance department to decide which installment to pay based on recent activity in your casino account, which is considered inactive if you don’t play at all (what actually happened and that is why we stopped paying). After you made your first $110 deposit we paid $7830.00 of your winnings and only after that stopped paying due to inactivity of your account. I’m sorry, but looking at these numbers you cannot deny the fact that we did pay to you and we never refused to do it. But you as our customer agreed to our Terms and Conditions when you signed up and after reading it now I hope you understand that your account cannot be paid because of inactivity. We are fair casino and pay to all our players according to our Terms and Conditions, and if your account doesn’t fulfill the requirements of recent activity then withdrawal request is denied. Monica explained you all above and asked you to send an email confirming that you are aware and understand our rules to avoid any further misunderstandings and complaints, because obviously you never read the Terms and Conditions you have agreed with. And it is only your responsibility to check it before placing your first deposit and check them from time to time and make sure you are aware of all changes.
You are a valuable player to our casino and we would like to see you come and play with us in the future however this decision is final and will not be changed.

Best regards,
Lily

posted on February 17, 2015.

Hi all. WHY DOES THIS SITE CONTINUE TO PROMOTE Slots of Fortune casino??? Why is the casino not BLACKLISTED? here is the email I received this morning:
***************
Hi Neal, I have looked through your account history. As I see you made your first deposit with us in November 2013, you won from it and since the same month you have been withdrawing your winnings. We’ve been paying you for many months. Monica called you to explain that due to our Terms and Conditions we stopped paying as your account is considered inactive and had to be subjected to review. I am referring to the 25th point of Terms & Conditions which states: Some bonuses may include cashout limits on winnings which are equal or less than 10 times the amount of a player’s deposit. The casino reserves the right to limit cashout amounts of any player at any time at its discretion. Cashout limits will be determined by casino management according to a player’s level and recent account activity. All player accounts may be subject to review. While under review, any pending withdrawal request may be reversed with the requested amount returned to the player’s account. Unfortunately you’ve been inactive for over a year so far, that is what Monica explained. And please note that it is your responsibility to check Terms and Conditions which you originally agreed with and make sure you follow the changes. Now I am referring to the 22nd point: Slots of Fortune reserves the right to change an agreement from time to time, whenever a need arises. Although we will try to inform players of any changes when they occur, please note that each player is responsible for reviewing the website. The Terms and Conditions, help file, etc. on regular basis. Slots of Fortune reserves the right to modify any rules or cancel promotions at its discretion. Neal, I want you to understand that we are not refusing to pay your winnings, just there are certain terms and conditions according to which all of our players are being paid. It is up to our finance department to decide which installment to pay based on recent activity in your casino account, which is considered inactive if you don’t play at all (what actually happened and that is why we stopped paying). After you made your first $110 deposit we paid $7830.00 of your winnings and only after that stopped paying due to inactivity of your account. I’m sorry, but looking at these numbers you cannot deny the fact that we did pay to you and we never refused to do it. But you as our customer agreed to our Terms and Conditions when you signed up and after reading it now I hope you understand that your account cannot be paid because of inactivity. We are fair casino and pay to all our players according to our Terms and Conditions, and if your account doesn’t fulfill the requirements of recent activity then withdrawal request is denied. Monica explained you all above and asked you to send an email confirming that you are aware and understand our rules to avoid any further misunderstandings and complaints, because obviously you never read the Terms and Conditions you have agreed with. And it is only your responsibility to check it before placing your first deposit and check them from time to time and make sure you are aware of all changes. You are a valuable player to our casino and we would like to see you come and play with us in the future however this decision is final and will not be changed. Best regards, Lily
***************

posted on February 18, 2015.

Hi Neal,

The email you claim you received is exactly my answer that I posted above. I've explained you our Terms & Conditions according to which all our player are being paid. You can also review our website for more information.

Regards,
Lily

posted on February 21, 2015.

Hi. Still no payment.

posted on February 24, 2015.

Hi. No payment.

posted on February 27, 2015.

Hi. Casino has the nerve to ok a payment of $120 following a required deposit of $60. Meanwhile they seem to think that it is OK to change the terms for payment in various ways. They say I have not played enough even though I have lost $6000 since my win. Also they want to require deposits even though I obviously have a large current balance.
THE CASINO SEEMS TO THINK IT IS OK TO MAKE NEW RULES covering MONEY ALREADY WON, and REQUIRE ridiculous and unfair NEW RULES.
I appear to have no choice but to complain to the licensing jurisdiction and to the software provider(s).

posted on March 2, 2015.

Hi. I received the woefully inadequate $120. Let's see what happens next with my current withdrawal request. BTW, my balance is under $10,000 as I have lost quite a bit while the casino stalls.

posted on March 5, 2015.

Hi. Waiting to see what happens with latest $500 withdrawal request.

posted on March 8, 2015.

Hi. Still waiting for any reasonable payment. The casino thinks it is OK to stall while they ask for totally unfair NEW conditions.

posted on March 11, 2015.

Hi Neal,

We have forwarded additional information to AskGamblers and waiting for reply.

Regards,
Lily

posted on March 11, 2015.

Hi. Casino OK'd another miserly $120 payment. Slightly better than zero, but, this is not acceptable..

posted on March 14, 2015.

Hi, Received another $120 payment. This is only a tiny piece of balance. NOT ENOUGH. Waiting for more..

posted on March 17, 2015.

Hi. Waiting for a larger payment.