Slots of Vegas Casino - Withdraw problem

RESOLVED
Barsidebud United States
posted on September 19, 2014.

I have been playing at Slots of Vegas for several years, and I have had only 1 request for withdraw and that withdraw was a nightmare, but I finally got that money that took at least close to 2 months. I know the rules for using their bonus and how much the play through is. But on Sept. 6 I received a $50.00 that Slots of Vegas recently started called "Achievement Award" program. So I played with that money and won a jackpot of 1600.00, and played on that for awhile but decided to withdraw 1200.00, but before I did this I checked with the site they have just for "Achievement Award" and no where did it mention that there was any restriction on this award money. Then I was down to zero on my account so I deposited $50.00 and used a bonus code Empire350 and I knew that I would have to meet a certain amount before withdrawing any money. But I didn't win anything to withdraw, and that was on Sept.9. Just this week I got a notice that they declined my request for withdraw of my 1200.00. So I inquired why...and was given such bull. So this evening, Sept. 19, I decided to cancel my 1200.00 withdraw request, which it still showed that it was still pending??? which didn't make any sense, since they said they declined it. I have attached the live chat I had this evening with a rep name Fred. **Very confusing to me why the decline. NOT SURE IF MY ATTACHMENT IS attached so I will paste it now; All operators are currently assisting others. We appreciate your business and thank you for your patience. An operator will be with you shortly.

Hi! Thank you for using our LiveChat Service. This is 'Fred'. Please verify your Email and Phone Number while you wait.

Fred: Hi, welcome to our casino

Barsidebud: Fred can you tell me how much the is amount I can cash out

Fred: I need your email and phone number please...

Barsidebud: sure

Barsidebud: [email protected] xxx-xxx-xx33

Fred: Thank you very much for that information! Allow me one moment please.

Barsidebud: ty

Fred: You're welcome

Fred: Please hold...I am working on it

Barsidebud: ok

Fred: One more moment please. Don't forget to press the 'CLOSE' button in the upper right-hand corner when we finish our chat. This is so you can take a short satisfaction survey, and let my manager know how I did. I'll be right back with you.

Barsidebud: ok

Fred: One more moment. I apologize for the wait.

Barsidebud: no problem

Fred: Sorry for the delay, our system is a bit slow...

Fred: Thanks for your patience

Barsidebud: okay your welcome

Fred: Thank you for holding. I will be with you in a few moments.

Barsidebud: ok

Fred: As a friendly reminder, mixing funds is not allowed. This means your balance must always be $0 before you add further money to pre-existing funds in your account.

Barsidebud: okay

Fred: You should never mix any non deposit bonus (achievements points, free chips, comps, etc.) with real deposit funds; if this happens the resulting winnings will subject to review by the withdrawals department.

Barsidebud: okay...thanks for the info

Barsidebud: Fred even if I have a withdraw pending? That I can't make a deposit?

Fred: You're most welcome

Fred: Is there anything else I can help you with?

Barsidebud: and my account to play after I request a withdraw is Zero

Fred: Yes....correct

Fred: For future deposits use this bonus

Fred: 350% Match Bonus

Fred: Slots and Keno Only

Fred: No Playthrough

Fred: No Max Cash-Out

Fred: Redeem: FRENZY350

Fred: Deposit $50 or More

Fred: (Redeem Unlimited Times)

Fred: Please remember no pontoon, craps, sicbo, roulette, baccarat, pai gow, blackjack, video poker or war....anything else I can help you with? Good luck !!!

Barsidebud: so what you are saying is I have zero money to withdraw.

Fred: You can withdraw right now

Barsidebud: how much?

Fred: But the amount you will be allowed to withdraw will depend on the withdrawals department

Fred: You should never mix any non deposit bonus (achievements points, free chips, comps, etc.) with real deposit funds; if this happens the resulting winnings will subject to review by the withdrawals department.

Barsidebud: the $635.60?

Fred: Yes, correct

Barsidebud: it is showing withdrawable amount is 635.60

Barsidebud: okay, I will withdraw that amount then. Thanks for the information.

Fred: Youre welcome,. anything else?

Fred: :o]

Barsidebud: no thanks

Fred: Good night

posted on September 22, 2014.

Hi Barsidebud,

We definitely had a bit of a tangle, between the mixing of funds (deposit, Achievement bonus and coupon bonus) and our lack of clarity on the terms relating to the Achievement bonus. As a result, we will be honoring your withdrawal in the amount of $635. It is my understanding that one of our senior support managers has tried to contact you to explain everything, as this was very confusing.

Should you have any further issues, please feel free to contact me.

All the best,

Tawni

Barsidebud United States
posted on September 22, 2014.

Thanks for all your help in this matter, and I really do appreciate for helping. I could not have done it myself...

Barsidebud United States
posted on September 22, 2014.

I will be happy with the $635.00 approved withdraw. Thanks again Askgambler, and Slots of Vegas.

AskGamblers
posted on September 25, 2014.

Dear @Barsidebud,
Is this complaint resolved, can we close it? Thank you.

Barsidebud United States
posted on September 26, 2014.

AskGamblers, I am not sure if this issue should be closed yet. I looked at my account and the amount is still in pending mode. Should I wait to see if they approve the amount before closing?

AskGamblers
posted on September 26, 2014.

Dear @Barsidebud,
Yes we think you need to wait till its approved.

Barsidebud United States
posted on September 27, 2014.

AskGamblers, he withdraw has been approved as of 09/26/2014 but will take awhile before the check will be mailed, according to their withdraw policy.

Barsidebud United States
posted on September 27, 2014.

*** AskGamblers, the...

posted on October 1, 2014.

Dear Barsidebud,

Would you please let me know if you have received payment.

Thank you,

Tawni

Barsidebud United States
posted on October 2, 2014.

Askgamblers, Slots of Vegas sent out the check in the amount of $635.00 and they sent me a email, with a tracking number (via Fedex). When I checked on it, the delivery date is suppose to be October 3. I think this can be close now. Thanks for all the help and I think without Askgamblers, I would never had gotten any help from the casino.

Barsidebud United States
posted on October 3, 2014.

Problem is solved. I received the check in the amount of $635.01 from Slots of Vegas. Many, many thanks.