Complaint #122
Slots of Vegas Casino
Delayed Payouts
10 years ago
I have been waiting on a payout that was approved on 2/18/2016, it's been 25 business days (35 calendar days) and I still haven't received my payment. While waiting on this payment I contacted live chat on 3/8/2016 (copy attached) for a status on my payout and they informed me that case was escalated in high priority and they are still waiting for confirmation information from Tara (title in her emails Escalations Manager). So I email Tara on 3/8/2016 and she replied (email attached) that my payment is listed to be sent in the next batch of payments as soon as approved by the processor. So I gave it another week and I still didn't receive my payout so I emailed Tara on 3/17/2016 (email attached) informing her that it's been 29 days since my withdraw was approved and it's been 9 days since I last contacted her about my payout and that I still haven't received my payout and asking her to rectify the issue and letting her know that the timeframe for payouts is unacceptable. So with that said Tara didn't reply to my email. I gave it another 4 days and I still didn't receive anything, so I called Slots of Vegas on 3/21/2016 and asked if I could speak with Tara and the customer service representative said that Tara no longer works here, so I asked to speak with a manager and he hung up on me (which has been somewhat an issue with certain customer service representatives once I give them my username). So once I was hung up on I went to live chat and asked if I could speak with a manager. Jay transferred me to Mark (Manager) which I have spoken to over the phone with before in regards to some of my previous withdraws during prior months. I informed Mark about the customer service representative hanging-up on me and also telling me that Tara no longer works there and not transferring me to a manager. Mark said he would take respective measures with him. So, I told Mark about my withdraw that was approved on 2/18/2016 and how it was escalated to Tara on 3/8/2016 and How she said it would be sent with the next batch of payments, and that I feel I'm getting the run-around. Mark said he sent an email to the finance department so they can help send the funds to me as soon as possible. So then I asked is Tara the escalations manager and he replied with "she is from the escalations department and still with us. With all of this said, why haven't I received my payout yet? it was approved 2/18/2016 escalated to Tara on 3/8/2016 and supposeably be sent with the next batch of payments on 3/8/2016 once the processor approves and that they are waiting for confirmation from Tara on the same day and now Mark tells me in live chat that he'll email the finance department to have the payment sent as soon as possible. And while waiting on this long payout I have two more withdraws approved one on 3/4/2016 (attached) and the other on 3/18/2016(attached). Unacceptable, one last note Slots of Vegas maximum payout per week is $2000, but they only approve my payout for the amount of $1750 at a time. Why?
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