Slots of Vegas Casino - Where's my Money?

RESOLVED
posted on September 22, 2015.

I played at Slots of Vegas 8/16/15 I won and requested a payout, the payout was approved on 9/1/15 I started chatting with customer service last week, on 9/14/15 and they told me my account has an issue because I won using a bonus, I don't understand what the issue is. since they deducted the bonus amount from my winnings that were approved, and I was told to email [email protected] for updates, I have not received any updates from this email address. To make matters worse, I played again at the same casino using a bonus and I won again, I requested a payout on 9/8/15 and as of today it is still pending. I have won at slots of vegas before using a bonus code and I waited almost 35 days before I received the money, but I got it, I would like to know why they a giving me the run around about paying me the money they owe me.

AskGamblers
posted on September 26, 2015.

Dear @kayah35,

Any update regarding your complaint? Thank you.

posted on September 26, 2015.

No I have not heard from any one other than the people on chat who refuse to tell me anything other than the standard message regarding the wait time.

posted on September 26, 2015.

Hi kayah35,

Unfortunately, there is only one payment method which works for you. This particular method has strict/severe limitations, that being we can only make one payment every 10 days. For legal reasons, we cannot publicly disclose this payment method, however, I've contacted AG management to better explain.

Tawni

posted on September 26, 2015.

You say one payment every 10 days but I have yet to receive the one that was approved on sept 1 so to be honest if I did not win after that what would be the excuse for delay of payments? No one has tried to contact me to tell me anything.

posted on September 29, 2015.

I received a portion of my winnings and I am in the wait mode again for the rest of my winnings

posted on October 3, 2015.

My Screen Shots
09/23/2015 12:05 PM

Check Withdrawal Requested

-$575.00
This is the second part of my withdrawal which is still processing but it appears it will come in the form of a check

09/23/2015 12:05 PM

Manager Withdrawal Approved!

-$175.00

09/23/2015 12:05 PM

Manager Withdrawal Requested

-$175.00

09/23/2015 12:05 PM

Wire Transfer Withdrawal Declined

$750.00

09/23/2015 12:05 PM

Wire Transfer Withdrawal Approved!

-$1,750.00
For some reason they split up my withdrawal and re-submitted it. Adding an additional 10 to 14 day process

posted on October 3, 2015.

Screen Shots

posted on October 3, 2015.

Date Transaction Amount
09/23/2015 12:05 PM Check Withdrawal Requested -$575.00
09/23/2015 12:05 PM Manager Withdrawal Approved! -$175.00
09/23/2015 12:05 PM Manager Withdrawal Requested -$175.00
09/23/2015 12:05 PM Wire Transfer Withdrawal Declined $750.00
09/23/2015 12:05 PM Wire Transfer Withdrawal Approved! -$1,750.00
09/13/2015 12:52 PM Coupon declined
09/13/2015 12:52 PM Coupon 'TREASURETREE' requested
09/10/2015 08:58 AM Coupon 'TREASURETREE' redeemed $227.50
09/10/2015 08:58 AM DF-RewardsCard Deposit Approved! $65.00
09/10/2015 08:58 AM DF-RewardsCard Deposit Requested $65.00
09/10/2015 08:57 AM Coupon 'TREASURETREE' requested
09/08/2015 10:55 PM Slot Tournaments Withdrawal Approved! -$0.01
09/08/2015 10:55 PM Slot Tournaments Withdrawal Requested -$0.01
09/08/2015 09:31 PM Wire Transfer Withdrawal Requested -$2,500.00

posted on October 7, 2015.

Hi kayah35,

I know you've been contacted directly by one of our Escalations Managers.

Once again, because you only are able to utilize one particular payment option, we're having difficulties paying you. You had a withdrawal with another one of our brands, which meant we were paying you via this singular payment method, on that withdrawal. Essentially, this means we are having to wait to make another payment--it doesn't matter that these are different casino accounts, these payments are still going to you, the same person.

If you were able to accept a different payment method, we would not be encountering these sort of issues.

Please be patient. You WILL be paid.

Tawni

posted on October 7, 2015.

Yes I spoke with SOMEONE who gave me the info for the payment that's was on the 26 of Sept. Haven't heard from anyone since and since then my account has been closed for some reason so I can't chat with anyone either

posted on October 16, 2015.

Hi Kayah35,

Obviously, it's been very complicated to get payments to you, due to your banking situation. The reason for your account closure is simply because of this--we're having to take extraordinary measures (outside the norm of our usual payment methods) to get your withdrawals to you. You'll certainly still be able to contact our support team either by email, phone or live chat.

As to your payments, we genuinely are doing whatever possible to get them to you. It's just very complicated, as discussed previously.

Please hang in there--I give you my word, you WILL be receiving full payments of all monies due.

Tawni

posted on October 17, 2015.

Not sure why slots of Vegas is having an issue with my bank when I didn't have this problem before, prolonging the payment does not excuse the fact that I followed all the casino rules and yet I have to wait to collect my winnings. The casino did not hesitate to take the money out of my account when I deposited funds so I am really finding it hard to believe that there is an issue with paying me. On 10/26/15 it will be 30 calendar days since I received one of my payments and I was told I would get the 1750 10 business days from then. The last payment in the amount of 575 should come in a check form but no one has confirmed that either. I feel like slots of Vegas really needs to reevaluate their communication process with its players without us there would not be a casino.

posted on October 20, 2015.

Hi Kayah35,

I absolutely understand your frustration, but even though you've never "had this problem before," processing in the U.S. is quite complicated. I can't get into a discussion publicly about processing, however, inbound processing is much easier than outbound.

I do know that you'll be receiving your payment this week, so this should finally resolve this issue.

Tawni

posted on October 22, 2015.

I got my money today

AskGamblers
posted on October 23, 2015.

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