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Slots of Vegas Casino - Not honoring their own withdrawal terms and conditions

David Cook Australia
posted on November 25, 2015.

I made a deposit with slots and won $2000 US i was told to verify my details for withdrawal, i complied with the request to be told one of my requirements needed to be re sent. i recived a email from the manger asking for the extra document i sent it that day so i've been waiting since 29/10/2015 finally on the 5/11 my account was verified. i was told 10-15 business days then a further 10 business days to be paid. now that its getting closer to this date i've been told it will now take 14 business days. here is the last contact i had with one of there manangers- ...
Sarah: Thanks. One moment please.
Please wait while I transfer the chat to 'Withdrawals Department'.
Hi! Thank you for using our LiveChat Service. This is Withdrawals Department. Please verify your Email and Phone Number while you wait.
monopolylive: ***********
Withdrawals Department: Hello
Withdrawals Department: How may I assist you today?
monopolylive: i put in for a withdrawal to my neteller account
monopolylive: i was talking to your customer service team today they ask for my address to send the check to
monopolylive: can you please fix this
monopolylive: i put in for a withdrawal with this account and verified it last week 454323609769 same email account **********
Withdrawals Department: the account is set up to be paid through Neteller
Withdrawals Department: Our finance department take 14 business days to process and send a payment after approval, according to the approval date today is the fourth business day.
Withdrawals Department: As soon as the information is ready you should receive an email from the finance department with the confirmation information.
monopolylive: 14 days your teams and conditions say 10 business days
monopolylive: why do i keep getting told different things
monopolylive: can i talk to your manager please
Withdrawals Department: one moment please
monopolylive: hello
Withdrawals Department: Thank you for holding. I will be with you in a few moments.
Withdrawals Department: I am here
Withdrawals Department: I am trying to get manager
monopolylive: cheers
Withdrawals Department: One more moment please.
Ralph : Hi this is the manager
monopolylive: hi ralph
Ralph : i read the chat and i want to let you know that the delays are caused by a surge in volume, they normally try to get these to the processor by the 10th day
Ralph : At the moment we are moving them as quickly as possible
Ralph : 14 business is the minimum
monopolylive: well thats not part of your terms ans conditions
monopolylive: Important Information About Withdrawal Approvals All withdrawal requests must first be reviewed and approved by the casino before being sent for payment. The casino offers Express and Standard Approval for withdrawals. Express Approval: Players who make a withdrawal of $200 or less or do not use any match bonus, or who use a match bonuses valued at 100% or less (as their last bonus before requesting a withdrawal) will qualify for Express Approval. Express Approval means that a withdrawal request will be reviewed, approved, or denied within 3 business days of the request being made. If the last bonus used before requesting a withdrawal is greater than 100%, or the withdrawal amount is greater than $200,Standard Approval rules will apply. Winnings from a No Deposit Bonus are not eligible for Express Withdrawal. Standard Approval: All Standard withdrawal requests will be reviewed and approved, or denied, within 10 -15 business days of your request. Your payment will be made within 10 business days after approval, Express or Standard. Please be aware since this is an international transaction, your bank and/or other banks involved may charge additional currency conversion and processing fees.
Ralph : I understand and i know the terms and conditions quite well
monopolylive: i keep getting told that you do everthing in the time frame
Ralph : Lots of winners just like yourself and our processor is doing the best they can
monopolylive: now its getting extended
Ralph : Yes unfortunately now its getting exteded
monopolylive: i really want to be a happy customer but you make it hard
monopolylive: its going to be 30 days since i first requested my money in 2 days
monopolylive: and now youre telling me another two weeks
Withdrawals Department: One more moment. I apologize for the wait.
monopolylive: i feel i have no option but to go to and put my complaint in that wont help keeping you in the top 100 and bring that score down below 1.38. please give me a reason not to have to do this ive done eb=everything you have asked
Withdrawals Department: Thank you for holding. I will be with you in a few moments.
Withdrawals Department: One more moment. I apologize for the wait.
Withdrawals Department: One more moment please.
Ralph : I understand about the askgamblers
Ralph : As i mentioned we are working on your payment and appologize for the delay ahead of time
monopolylive: ok ill have to go to if this is the case
monopolylive: as you are making me jump through hoops to get my money
monopolylive: ihave all the chats saved im sure they will love to put all this on there site
monopolylive: all i want is my money
monopolylive: im happy to put a glowing review on there site if you stick to your terms
Ralph : You will get your money, everybody who follows the rules gets paid here, unfortunately as in any business we can run into delays from time to time
Ralph : You have a wonderful Day.

i just want my money and they need to be exposed for there poor customer services and breach of terms and conditions.

posted on November 28, 2015.

Dear @fb_10­206­170­809­924134,

Any updates regarding your complaint? Thank you.

posted on December 2, 2015.

Hi fb_102­061­708­099­24134,

I’ve been looking through things and it appears that our wonderful Escalations Manager, Tara, has dived right in on this and in fact there’s been a fair amount of communication between the two of you.

As Tara has already explained to you, the withdrawal was approved, November 19th. Given that our parameters are approvals within 15 business days, we were well within that.

Further, it was explained (November 26th via email) that your payment would be issued within the next 10 business days.

Now that Tara is involved with this, you’re assured all will run smoothly from here. ;-)

All the best,


posted on December 5, 2015.

Did you receive your winnings, can we close this complaint? Please be advised that in case you fail to respond within the given time frame we will consider this case as resolved and closed.