Slots.Lv Casino - Refusing to pay winnings or refund deposits due to bogus verification demands

RESOLVED
Nicole Watkins United States
posted on February 23, 2016.

Okay, So I have spent ALOT of money on their site and I won 1000 dollars, I had previously sent in my documentation, however, I had used a diffrent card for the last couple of months funding these winnings. I put through a request for my winnings and they are asking for verfication on a card that I have used in the past (apparently) They said I used it in Sept 9 times. Of course they locked me out of my account so that I can not go back and verify it. Howver they have not asked for any verification on the card I have used for the last 6 months which is alos the one I one these winnings with. So I ask my bank about this card becuse I do loose my cards quite often and dont remember all of the numbers they told me I have not had a card with those endings. I have also looked up on other sites and utility company pay pal. ect to see if I have ever used a card with those last 4 and I have not found any card with the ending of what they are requesting. It may have been a card for when I was married just went through a nasty divorce and i am not opening up that door for a card that I have not used it forever with them if in fact it is even one I have had as I believe I would have found it in my history especially for my utilities. It could have been a prepaid as I use those as well but I do not feel I should have to go through all of this since I have not used it since sept.

They are not even asking for proof of the card that I deposited over 200 dollars and probably close to 500 with that generated these winnings.

They said they verified it was a bank card from the Bankcorp. Which Hello is a prepaid


During this recent winnings with a card they never asked verification for they had helped me over the phone with deposits never mentioned any issues that could flag for any issues during a withdrawal and i even asked if everything was good.

I will include correspondence with them below as i cannot upload ad valid image compatible with the requirements for this site.
They will not discuss anything through email and are rude when you call

Re: Your slots.lv Withdrawal Request <<#2038329-15048800#>>
Inbox
x

Slots.lv Customer Service
Feb 11 (12 days ago)

to me
Hi Nicole,

Thanks for contacting Slots.lv Customer Service.

For better assistance with your inquiry, give us a call at 1-855-446-3770 between 9:00a ET and 8:30p ET.

Have a fantastic day,
Customer Service

Slots.lv
[email protected]

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--- Original Message ---
From: Nicole Marlene
Received: 2/11/16 4:42:16 PM BOT
To: [email protected]
Subject: Re: Your slots.lv Withdrawal Request

I just spoke with you and I will see if I have that card but unless its the card I just funded my account with I should not have to jump through hoops to get my money.... Hopefully, you should understand that but if you are going to really hold on my withdrawal it would just be best for you to fund all monies used with the card I won on that I and you allowed me to use..... I even had called and never once did anyone mention anything when I was depositing.... I would lime for a supervisor to call me as you may just be going off of some policy that is set up to obviously scam people.
Thanks in advance
Best regards
On Feb 11, 2016 1:15 PM, wrote:

Thank you for your withdrawal request dated Thu, Feb 11, 2016 for the amount of
US$ 980.00. Your Withdrawal Reference Number is 74779578.

Our records indicate that we require the following documentation from you:

Credit Card Verification Form for Visa 425473......2374
The required form(s) can be found at:
http:/­/ww­w.s­lot­s.l­v/h­elp­/ho­w-d­o-I­-ve­rif­y-m­y-c­red­it-­car­d-o­r-b­ank­-ac­count-
information
Once your documentation has been received and verified, we will continue with your withdrawal request.

Sincerely,
slots.lv Withdrawals Team


------ Please do not remove your unique tracking number! ------
<<#2038329-15048800#>>

Nicole Marlene
Feb 12 (11 days ago)

to lv
I checked with my bank and I have never had a card with the last 4 digits that your requesting proof of. Please explain to me why this is needed since I did not fund my acct with that??? Also why are you not requesting this for the card that funded these winnings ???? (As it is a new card)



Slots.lv Customer Service
Feb 12 (11 days ago)

to me
Hi Nicole,

Thanks for your reply.

As previously stated, we advise you to call us during your convenient time to discuss this further.

Best Regards,
Customer Service

Slots.lv
[email protected]


Nicole Marlene
Feb 12 (11 days ago)

to lv
I tries to call and they would not forward to a supervisor. You can answer my questions through email. So are u going to withdrawal my monies if I am not able to provide it? Its a simple yes or no if i dont here back from you by 8 pm my time I'm going to assume I am correct. This is unacceptable that I am having to go threw this on a card that was not used to fund my account. Especially when I had called in to make deposits nobody wanted to verify any card when taking the monies. Now it's a question on a card I didn't use to fund my acct on these winnings???? I hope you treat this issue the same way you would want to be treated by a company that you spend a lot of money with of it were u in my shoes. I'm taking this very seriously as I should have never spent the money in the first place



Slots.lv Customer Service
Feb 12 (11 days ago)

to me
Hi Nicole,

Thanks for your reply.

We'd like to discuss this over the phone. Your withdrawal request won't go through unless your account is fully verified.

We suggest you call us at 1-855-446-3770 during business hours to speak to our Financial Team.

Should you require further assistance, let us know.

Best Regards,
Customer Service

Slots.lv
[email protected]


Nicole Marlene
Feb 12 (11 days ago)

to Slots.lv
That did not answer my question or maybe it did. I do not have that card I'm pretty sure it was a pretty paid cause I looked online with other places I use my card even utilities and I've used a card with those last 4. So I guess my account according to you can't be verified. I'm letting u know right now that if you were reputable AT ALL you would of required it back then and another red flag is your not even concerned about requesting the card I just funded my account with over 200 dollars. And you certainly wouldn't let me make phone deposits without making me aware of this little minor detail which I believe you conveniently leaving out scamming people. I'll let you know just as you probably wouldn't want to be scammed out of your money a single mother of two children and her income being THE only income I WILL MAKE IT MY PERSONAL LIFE MISSION TO MAKE PEOPLE AWARE OF THIS LOW STANDARD PRACTICES . THANK U FOR YOUR CONFIRMATION



Slots.lv Customer Service
Feb 13 (10 days ago)

to me
Hello Nicole,

Thanks for your reply. We’re sorry if you feel that we weren’t able to answer your question.

Again, call us on the number provided on the previous email to talk to our Financial Team.

If you require further assistance, please let us know.

Best Regards,
Customer Service

Slots.lv
[email protected]


Nicole Marlene
Feb 13 (10 days ago)

to Slots.lv
Like I said I have tried to call and I'm not gonna do this with you folks. You have my number u call me. If u don't then I know what I got to do.



Slots.lv Customer Service
Feb 13 (10 days ago)

to me
Hi Nicole,

Thanks for contacting Slots.lv Customer Service.

Our Financial Team will contact you via the number on file in approximately 24-48 hours.

If you'd like to have this issue resolved sooner, give us a call at 1-855-446-3770 between the hours of 9:00a ET to 8:30p ET. We're currently available to take your call.

Have a fantastic day,
Customer Service

Slots.lv
[email protected]

$25 Mobile & Desktop Bonus
We’ll add a $25 casino chip to your account the first time you wager $250 in our mobile casino and $250 in our desktop casino within a given week.

The Weekly Double Up
With $700 in weekly match bonuses, you’ll have more than enough chips to keep you spinning from Monday to Sunday.



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They are rude when asking why they will not explain reasoning on getting this verification and not the card used to fund my account. I want a refund of all monies spent with them or paid my winnings.

posted on February 26, 2016.

Hello,

We’re sorry to hear about the poor experience you had recently with the verification process. The security of your account is of the utmost importance to us, and we’ll have someone contact you this afternoon to discuss the situation.

Best regards,

Slots.lv

AskGamblers
posted on March 1, 2016.

Any news?

posted on March 2, 2016.

Hello,

Our Player Advocacy Team was able to reach out to the player this week and assist with verifying their information. The account is now up to date and a withdrawal was approved yesterday.

Best regards,

Slots.lv

AskGamblers
posted on March 5, 2016.

Dear @fb_10­207­205­202­141594,

Are you satisfied with the casino's response, can we close the complaint as resolved? Please be informed that in case you fail to respond within the given time frame we will consider this case as resolved and officially closed. Thank you.