Declining payment with unjustified reason

I have been more than patient after winning almost $500 after I deposited $25 and first time ever trying them out and they kept purposely failing my verification attempts stating that my documents weren’t good enough. Which is a complete lie .I have an iPhone 14 pro max and the camera is perfect. It’s been about a month now since winning and trying to reach support but it’s always the same. Now theyhave finally approved my verification and stated it would be 48 hours until they process my cash out but it’s been over 96 hours. Really feel cheated and disturbed….

I made a crypto deposit for $27 on the 9th of July with a bonus and free spins I got up to Round 2600 I withdraw 2500$ from it and played the rest when I was looking threw my bonus coupon after withdrawal was in progress about 24hours later I redeem one of them that was 16bday for 16$ and they said that is why I lost our on my 2500$ withdrawal my withdrawal was made and being processed with had nothing at all to do with the coupon over a day difference and lost $16 within a few minutes I screenshot the withdrawal request before they deleted it the only reason why is because they said I redeemed a bonus which is after the fact

 And nothing to do with the winnings and they sent me this email I tried to reply but they are not messaging me back I'm still also waiting for my deposit that I made on the 7th of July for 50$ to be added to my account was taken from my crypto wallet and never added to my account on slotocash so if anything they can take the 16$ I spent or redeem from the 50$ they still owe me so in the matter no rules are broken

I have sent all Verification documents needed several times ain't the format they chose and they always come up with something wrong . I tried to email support and its not working email. They have no working phone numbers to call and I just keep getting the run around. I would like to get it verified or talk to the person that verifies.

So I ended up winning $499 on a free $20 dollar chip and needless to say, I was pretty excited because I had just got done depositing around $100 and losing it almost immediately.

I knew I still had to verify my account so I went ahead and submitted the exact same documents that I had successfully used to verify my account with Luckyland Slots, Chuma Casino, and even took out a personal loan with the very same documentation.

I started this process about a month ago; I submitted multiple photo's of my valid US passport, which was denied not every corner showing, and then was denied because they "couldn't read it" (but it still worked for everything and everyone else???) and even tried my state I.D which is expired but i figured it was worth a shot. Then submitted both sides of my debit card on file (which isn't always a requirement), as well as proof of address

Every one of my documents I sent in to verify were denied the first 3-4 times around and I explained to customer service that I had misplaced my passport while moving to my new house a few months ago and that I'm not able to take any new pictures, so it was starting to seem like a frustrating lost cause. A few days later I ended up finding a super unmistakably clear photo of my passport somewhere in the depths of my google drive so I sent that in with the same other documents and BAM, got approved.

I decided to cash out in bitcoin because the wire transfer is next to impossible to figure out due to them requiring a "swift bic" code, and the check was saying it could take multiple weeks.

I submitted my payout request about 3 days ago and talked to customer service just to make sure I'm not gonna end up with same issue gain and she told me no, that everything was good to go and to expect my payment within 48 hours.

It's now been 48 hours and I figured I'd check in only to be told they are NOW demanding a picture of my face with me holding my passport that I specifically mentioned I do not physically have

I was told that everything was good to go and when to expect payment and that no more documentation would be needed. They waited for ME to see what's up with payout only to tell me about this new document that they know good and well is not possible.

Nowhere on they're terms and conditions or verification process does it mention that "Bitcoin payments require ANOTHER picture of your face while holding your I.D up.

Awfully convenient if you ask me.

Make this right, Sloto Cash,

PS. STILLWAITING..?

I requested a $900 Bitcoin payout from Slotocash over the weekend. Today I noticed the funds were back in my account but I had not received any reason so I contacted chat. Chat stated Bitcoin payout was denied due to "heavy bitcoin traffic" but stated I could make a new request. I no longer have a Bitcoin payout option within the payout section of the cashier. When I reiterated this to Chat, I was told they aren't doing Bitcoin. I asked for a time frame and they said none was available. I asked for a call back from manager and was told none was available. I explained I only use Bitcoin as my Bank wont take casino checks. Chat indicated no additional help available. I've checked throughout the day and no bitcoin withdrawal option is available. I did copy/paste the chat from this morning and attached it to this complaint. *Please note - I never received any email that chat referenced. I've checked all my email folders to ensure it wasn't lost in spam/junk, etc. Update - for some reason unable to attach copy of chat but it is available if I can somehow share it.

When I first visited ask gambler, I was confused to see slotocash was blacklisted. I have seen them pay out winnings to people so I didn’t understand why until I recently experienced it myself. I am submitting this complaint in hopes to share my story.

Slotocash has been unresponsive for weeks at a time and when they do respond they give a very vague answer without responding or addressing any of my concerns. I am here to request ask gambler as a witness, because they have been dodging my questions.

My withdrawal for 1475.49 $ was denied by Slotocash on 11/24/22. The email I received said that they needed to verify my account because my passport expired.

#1 —— My account was already verified back on 11/24/20, the expired passport they were referring to is the same exact passport they accepted and used to verify my identity and was also valid at the time. I would understand if I attempted to submit an expired passport for verification however this is not the case.

#2—— Terms and conditions: Documents are required for new players, ( we employ a tried and tested security procedure when processing NEW PLAYERS transactions. These procedures are designed to ensure the integrity of all electronic transactions, PURCHASES and WITHDRAWALS made within our system. We appreciate your understanding in this matter and apologize for any inconvenience caused.

#3 —-I am not a new player and there’s nothing that mentions anything about documents that have to be kept up to date. I would also like to add,

My passport recently expired in 2022 January,

I have made multiple deposits, however, Slotocash never once requested verification or

Block my account when I was depositing money. Their terms and conditions said these procedures are to sure the integrity of both purchases and withdraw however they only use that excuse with a customer wins.

#4 - Also Slotocash security team called my house and spoke to me on the phone because I noticed unauthorized transactions on my card. During the phone call we went over my

Account history, bank statements, and I called my bank. This happened on 11/25/21 which is 5 days until 2022 of January which is the same month my passport they have on file expires. So what kind of BS justification or reasoning or excuse saying they need to verify my identity When your own security

Representatives Contacted on the phone me having discussions about my Bank card, bank statements, and account history. I have documentation for proof.

#5 —-So the passport which was valid at the time back in 11/30/20 and Slotocash accepted

And used to verify my account. I have offered to take a selfie with the expired passport +

Along with a piece of paper with today’s date.

The date on paper would confirm that the picture is taken at present time. The selfie

Would show that I am the same person who took a selfie back in 11/2020. And the passport I have current in my possession will match the same passport they accepted. Matching date, matching serial number.

However Slotocash has refused to accept basic logic and the only thing I can assume is there’s a hidden agenda deep down they know I am henry but just don’t want to pay.

#6 —- I logged into slotcash chat support as a guest and asked how often a person has to submit documents in order to withdraw and their own representative said only 1 time.

#7—- last but not least, I went to the DMV and renew my driver's license. Slotocash emailed me and said they were willing to accept my temporary driver's license. Although I was not required to I went ahead and followed their instructions. It has been 15 days, and they no longer respond to my email, my account is also blocked.

I have deposited thousands of dollars into their establishment and for the first time I won

Some money they treat me like this. Slotocash withheld my money for 23 days. I need that money, not because my birthday is in 4 days. I need that money because i have 4 year old.

Slotocash is withholding money not only from me but my kid.

I would like Slotocash to stop ignoring me and respond to all 7 points I have made.

Requested withdrawal 12/31. Withdrawal shows processed in casino account on 1/4. Reviewed terms, I have complied.

I've previously withdrew multiple times without any issues until this one. Email support has not responded over multiple inquiries, and every chat representative just keeps telling me yo wait a couple more days.

I am a new player at Sloto Cash. Decided to give their 31 dollar non deposit bonus a shot and end up winning the maximum allowed to withdraw which is $180. This was on July 5th I initially started this whole process. I submitted all of the documents, the same ones I use at all casinos for verification with zero problem. I’m told it takes 3-5 business days to become verified. So it’s the end of the 5th business day and I get an email stating I need to send in documents again as they couldn’t complete verification. I sent in the same exact documents just to see what would happen. Within an hour of them telling me they couldn’t verify them. They emailed me back. Failed to mention that the 3-5 process starts over, didn’t find out until I live chat customer service a short while after wondering what the hold up is. So I’m told I have to wait for another 3-5 for the relevant team to review my documents again I just waited 5 days to be denied. Mind you I sent the same documents purposely. 5 days go by which is Friday 7/16/21. My account gets verified. I request my withdraw. Message support and ask how long. Another 24-72 business hours for review of withdrawal. Weekends don’t count and the day requested doesn’t count. I’m becoming quite frustrated at this point.

Monday I’m asked to send even further documentation holding my I’d and the bitcoin address. Another email comes in 7/20 saying they can’t verify that picture. Finally, I was emailed shortly after saying they got my second photo attempt and proceeding with the request. I look last night and I didn’t have a pending withdraw anymore, instead, it was in the rejected section. I get told that it was made in error and to request again and they would process it in a timely manner. I’m being told that I have to wait another 24-72 hours because of this casino's error to get my funds. Makes no sense at all to me.

My initial request should have been processed by now but it just so happen to be an error and now I’m still waiting because they messed up. Live support is no help. As all, they say time frame this time frame that. The email support doesn’t get back to you and just stalls time. Wondering if I will even get paid at all at this point. Please help with a resolution. I just want the funds I’m due and that’s all. By far the worst experience so far in online gaming.