Slots of Vegas took all my winnings

RESOLVED
posted on October 9, 2012.

Non paying casino ..faxed in paperwork 7 or 8 times not light enough.visibly it was .then told to fax to manager .did thatNext day all winnings gone asked for free chip had no response back from customer service closed out chat made a deposit .while I was finishing my deposit the credited mt a 30 chip which I was not aware I was getting that is why I made a deposit instead. Well they took all my winnings which was 3600 dollars after I met requirements the requirements was around 6000 dollars before you could request cash out .i made that and made it out ahead.they took all winnings said it was null and void because of 30 chip I didn't know I was getting in my account. Please look into this matter thank you

posted on October 9, 2012.

Dear Player:

We will look into this matter and will get back to you soon

Cheers

Cindy Greco

posted on October 11, 2012.

Thank you I would appreciate that

posted on October 14, 2012.

Dear Player

We have requested the casino to provide us a record of the chat transcripta

Cheers

Cindy Greco

posted on October 15, 2012.

Thank u ....I appreciate that ..

posted on October 18, 2012.

Dear Verycute:

We were able to check by reading the chat transcripts that you came on chat twice on Sep the 30th and before you made the deposit you've requested a Free Chip

September 30th

info: A site operator will be with you momentarily.

info: Hi! Thank you for using our LiveChat Service. This is 'Lisa'. Please verify your Email and Phone Number so that I can assist you.

verycute31: XXXXXXX (phone number removed for your security) XXXXXXX (email removed for security reasons)

Lisa: Thanks for confirming the information. How may I help you today?

verycute31: could i have some comp money please

Lisa: Sure, allow me a moment please.

verycute31: ok

Lisa: Your free chips have been credited in your account, Please log out and back in for changes to take effect.

Lisa: Free chips for High Roller's come with a 30X play through requirement for: Slots, Keno, Bonus Bingo and Scratch Cards or 60X play through requirement for: table games (Games allowed) and a 3X max cash-out (minimum cashout is $100).

Lisa: IMPORTANT: Roulette, Craps, Sic Bo, Pontoon 21, Bacarrat, War and Pai Gow poker are not allowed to be played with any promotion.

Lisa: Please let me know if there's anything else I can assist you with.

verycute31: thank u

Hope this clarifies the inconvenience

Cheers

Cindy Greco

posted on October 18, 2012.

Thank u for checking the transcript that transcript is from before..not the one the one we are talking about...they changed the time of transaction ..for the one in question..I apprecate your time for looking into this matter..I know what happened....the time that originally happened was both at 9:13 05. When I started looking at the records not the time they have now which is 9:12. .which collabarates everything I have been saying about not knowing I was getting a free chip ..thank u for your time .

posted on October 22, 2012.

Dear Player:

I've request SOV to provide me the second chat you are referring to.

Cheers

Cindy

posted on October 25, 2012.

Thank u

posted on October 29, 2012.

Dear verycute:

We've received the second chat transcript from SOV I will be checking it with Upper Management and will get back to you within the next 24 hours

Cheers

Cindy Greco

posted on October 29, 2012.

Thank u the times were different like I said which backs my story up they changed the time .of last deposit and when they gave me the free chip. Thank u

posted on November 1, 2012.

Dear Very Cute:

We had the chance of checking your account along with the chat transcripts.

On Sept 30th SOV credited $15 Free Chip :

info: A site operator will be with you momentarily.

info: Hi! Thank you for using our LiveChat Service. This is 'Lisa'. Please verify your Email and Phone Number so that I can assist you.

verycute31: XXXXXXX (phone number removed for your security) XXXXXXX (email removed for security reasons)

Lisa: Thanks for confirming the information. How may I help you today?

verycute31: could i have some comp money please

Lisa: Sure, allow me a moment please.

verycute31: ok

Lisa: Your free chips have been credited in your account, Please log out and back in for changes to take effect.

Lisa: Free chips for High Roller's come with a 30X play through requirement for: Slots, Keno, Bonus Bingo and Scratch Cards or 60X play through requirement for: table games (Games allowed) and a 3X max cash-out (minimum cashout is $100).

Lisa: IMPORTANT: Roulette, Craps, Sic Bo, Pontoon 21, Bacarrat, War and Pai Gow poker are not allowed to be played with any promotion.

Lisa: Please let me know if there's anything else I can assist you with.

verycute31: thank u

On Sept 30th SOV credited another $30 Free Chip:

Chat Transcript

info: A site operator will be with you momentarily.

info: Hi! Thank you for using our LiveChat Service. This is 'Lucie'. Please verify your Email and Phone Number so that I can assist you.

[verycute31: could i have some comp money please (Phone and email removed for your security)

Lucie: Thank you for the information. Allow me a moment while I check your account

It seems like you left the chat and did not wait for the confirmation from the CS agent that she credited a free chip.

By checking your deposit history this is what we've found:

On 9/30/2012 at 8:07:13 AM you've received a $15 Free chip in your account and played with it (This matches with the chat transcript history)

On 9/30/2012 at 8:12:25 AM you've made a $30 deposit

On 9/30/2012 at 8:12:25 AM you've redeemed deposit match bonus code MADHATTER

On 9/30/2012 at 8:40:44 AM you've made another $30 deposit

On 9/30/2012 at 8:40:44 AM you've redeemed deposit match bonus code MADHATTER again.

On 9/30/2012 at 9:12:48 AM you've received a $30 Free chip in your account and while having money in the account;

On 9/30/2012 at 9:13:06 AM you've made another $30 deposit and

On 9/30/2012 at 9:13:06 AM you've redeemed deposit match bonus code MADHATTER again and this last deposit is where winnings came from.

It seems also like the $30 Free Chip above is the one that was credited by the CS agent while you left the chat and did not wait for confirmation.

Please keep on mind that coupon code MADHATTER has following restrictions:

September Monthly Promo

530% Match Bonus

Slots and Keno ONLY!

30X Playthrough

10X Max Cash-Out

Redeem: MADHATTER

Deposit $30 or more

Since you've left the chat while free chip was being credited upper Management has decided to allow you to cash-out from this last deposit. Just be aware that according to the bonus redeemed restrictions you're allowed to a $300 cash-out. This is a one time only exception; please make sure next time you claim a Free chip you wait for Free chip confirmation before making a deposit and playing.

Cheers

Cindy Greco

posted on November 2, 2012.

Thank you for seeing the records for what they were.just a reminder that I had 1100 in reserves and 2500 for withdrawal requested. So for the 3600 total I get 300?

posted on November 2, 2012.

Dear verycute:

Since the bonus redeemed has a 10 times maximum cash-out and your deposit was of $30 then maximum cash-out for that bonus is $300 and that's the amount you are entitled to receive.

Cindy Greco

posted on November 4, 2012.

So even if u play through their requirements the most u get is x10 .thank u for checking things out .

posted on November 5, 2012.

Dear VeryCute:

That is correct; since the bonus you've been redeeming has a 10 times maximum cash-out then then the maximum you are entitled to get is 10 times your deposited amount. All excess winnings are removed upon withdrawal approval.

Cindy Greco

AskGamblers
posted on December 18, 2012.

 We got the information and the proof that the player is payed since 20th November!  Very cute, please can you confirm this, so we can close this complaint?

posted on December 21, 2012.

Dear Player and AskGamblers:

We acknowledge payment was sent and player received it.

Please close this issue as solved

Cindy Greco

AskGamblers
posted on January 15, 2013.

 Complaint solved!