Complaint #18 Slots Village Casino

Disabled account with withdrawal still pending

By emasar2

9 years ago

Message on forum

Hello

During this day, my account was disabled. I played some but now i cannot login. Yesterday made a 25€ deposit in order to get withdraw proccess (200$) that was still pending since 06.08.2016 approved and payed.

I wil provid chat support (proves the ammount that shoul be payed) and image of my account status.

If you check my support chats, you will see that withdraw proccess exists and perhaps now they disable my account just to doon't pay my winnings (200$).

Already sent a email today for support@slotsvillage.ag and no answer. Even call 2 times today to number provide on message on logon account (+1-702-964-1113) and nobody attends and call is disconnected with message "Bye".

I want to complain on that, because i want to collect my winnigs. I've deposit 50$ total (2x 25$) on this casino.

Waiting your reply on this and hope you can get some answer from this casino.

Best regards
Emanuel Saraiva

**Please check and read this chat support from yesterday:

11.08
Welcome to LiveChat

Angelo
Support Agent
Good
Angelo
Hi, how are you?
emasar2 | VIP1
hello
please check my withdraw proccess
why still pending?
suposed 72 hours to approval, right?
Angelo
Up to 1 week for the approval and up to 12 days for the money to enter your account
emasar2 | VIP1
terms and conditions says: Withdrawal requests are reviewed every day, from Monday to Friday, within 72 hours from the moment the Member placed a withdrawal request on the Slots Village Account
72 hours passed by
Angelo
ok let me make a request and see
emasar2 | VIP1
ok, iam waiting
any answer?
hello?
Read
Angelo
ok your withdrawal request will be reviewed today
also send a email to support@slotsvillage.ag
to have the info on your mail
The chat has been closed due to long user inactivity.
Chat closed.
Start the chat again

Welcome to LiveChat

Caesar
The Ultimate Agent 007
Good
Caesar
Hi, how are you?
emasar2 | VIP1
hello Caesar
Caesar
hey Emanuel
emasar2 | VIP1
when my withdraw will be approved?
preavisious chat support told me today
Caesar
monday
it will be reviewed
emasar2 | VIP1
monday???
passed more then 72 hours according terms and conditions!!
check this: 11.08
Welcome to LiveChat

Angelo
Support Agent
Good
Angelo
Hi, how are you?
emasar2 | VIP1
hello
please check my withdraw proccess
why still pending?
suposed 72 hours to approval, right?
Angelo
Up to 1 week for the approval and up to 12 days for the money to enter your account
emasar2 | VIP1
terms and conditions says: Withdrawal requests are reviewed every day, from Monday to Friday, within 72 hours from the moment the Member placed a withdrawal request on the Slots Village Account
72 hours passed by
Angelo
ok let me make a request and see
emasar2 | VIP1
ok, iam waiting
any answer?
hello?
Read
Angelo
ok your withdrawal request will be reviewed today
also send a email to support@slotsvillage.ag
to have the info on your mail
The chat has been closed due to long user inactivity.
Chat closed.

Start the chat again

Caesar
checking with accounting
one moment pleae
you must have a deposit in the last 5 days prior to requesting the payout
if you make a deposit now
you will be able to request the withdraw
to get it approved
if you deposit now
it should get approved tomorrow
and max withdraw from free is 200$
you won from free play
emasar2 | VIP1
so the rest of balance is for what?
Caesar
it will be voided
emasar2 | VIP1
ok then. if i deposit now 25€ whats your best offer?
Caesar
700% bonus
emasar2 | VIP1
and wager and maxcashout?
Caesar
no max cashout
and wager is 3x deposit+bonus
emasar2 | VIP1
how that? usually is 25x and slots wagers 100% per bet! Can you explain?
hello?
Caesar
misstyped
yes
the 25x
and 100% on slots
that is correct
emasar2 | VIP1
and one more thing. If i deposit now can you assure that withdraw will be approved tomorow?
Read
Caesar?
Delivered
You have been transferred to: Caesar.
Caesar
hey
i m back
500% bonus
for your next deposit
100% contribuion
and 25x wager
the 500%
is on first 5 deposits
its a very sweet deal
emasar2 | VIP1
i asked you if i made the deposit you asssure me that my withdraw will be approved right now?
Read
Caesar
tomorrow
but if you dont have the deposit
as per rules
it will surely be declined
by accounting
you can deposit the 25$
and all should be good
emasar2 | VIP1
ok, tomorrow
i will deposit now
meanwhile my withdraw ammount submitted is 400$ and you said only 200$ can be cashed out, so how to fix that?
Delivered
Read
Caesar
4:00 pm
you dont need to do anything
the 200$ should be approved
and the rest will get voided
automaticly
4:01 pm
you dont need to do anything emanuel
emasar2 | VIP1
do you assure that?
Delivered
emasar2 | VIP1
do you assure that?
waiting you answer to transfer funds from my netteller account
Caesar
assure what?
that it wont be a problem
caus its 400?
emasar2 | VIP1
yes
Read
Caesar
ofcourse
no worry Emanuel
emasar2 | VIP1
transfering funds to my netteller account...
still pending the operation , can you please hold a few minutes more?
Caesar
sure
emasar2 | VIP1
ok
done
so my wager is 3750$, right?
Caesar
yes
emasar2 | VIP1
can you check please my wager now? i've a bit. just to check that is correct
Caesar
sure
its all right
good luck Emanuel
please
let me know if you need anything
i will be here tomrrow
:)
emasar2 | VIP1
check my wager done
Caesar
how much did you bet on the slots?
emasar2 | VIP1
now please. just to check thats decreasing
on slots always
Caesar
how much
did you bet
emasar2 | VIP1
thats what you confirm me ...
to see if wager is decreasing according 100% per bet according
check wager left please
waiting Caesar
Caesar
51
so far
emasar2 | VIP1
51$ wager done?
Read
Caesar
yes
emasar2 | VIP1
perfect
Delivered

Disputed Casino Slots Village Casino

Reason Account closure

Amount $200

Discussion

AskGamblers

• Support Team

9 years ago

Based on submitter's last post AskGamblers Complaints Team is now considering the complaint as successfully resolved and it is being officially closed.

Thank you all for your cooperation.

emasar2

• Portugal

9 years ago

Hello

I confirm that i've already received my winnings. This complain could be closed

Best regards
Emanuel Saraiva

Slots Village Casino

• Representative

9 years ago

Hello,

We have checked once again and the funds have been transferred already on the 12th of August, therefore they should have already been reflected in your account.

Please confirm receiving your winnings and should there be anything else that we might help you with, please do not hesitate to let us know.

Kind regards,
Gwen

emasar2

• Portugal

9 years ago

Hello, in fact good news. I Will wait to receive my winnings on netteller account and then inform askgamblers if it was succefull or not.

Best regards
Emanuel Saraiva

Slots Village Casino Complaint Stats

Resolved 20 / 20

Avg. Amount $313

Avg. Complaint Duration 5 days

Avg. Response Time 2 days

Slots Village Casino Complaints

See all complaints for this casino

Refusal to pay withdrawal, refusal to prove their accusations

Will not payout, i played 5th street races, asked the help line about using bonus money made from using my own money on the free spins races. They said it was good to use. Over 3 months, i made over $3200, paperwork was all verified, requested a $250 withdrawal, was rejected and account closed. " Hello,please be informed that our Management Team has decided to bring our business relation to an end, and to permanently close your Slotsvillage Casino account.

Please keep in mind that also your winnings were voided as per our rule:

2.5.6. Casino reserves the right to withhold or otherwise decline or reverse any pay-out or winning amount or to amend any policy in the event that there is reasonable suspicion that a User is abusing or attempting to abuse any of the following: (i) bonuses; (ii) other promotions; or (iii) specific policies or rules determined in respect of an existing Game or a new Game. Casino retains the right to determine absolutely that such an abuse has taken place; also, if Your activity in Our Online Casino, by itself, is not abusive, but Your activities in other online casinos in addition to our Online Casino, taken as a whole, constitutes abuse of Our bonuses, promotions, policies or rules.

Also your deposit of AUD 60 was refunded ans should reach you in up to 10 business days.

Kindly note, this decision is final and irrevocable. Thank you for your understanding in this matter.

We wish you the best of luck in future endeavors." i responded with this email, " I do not understand , why have you closed my account? i am a pensioner and a registered wildlife carer , i was hoping to use any money i was lucky enough to win to help feed animals that are orphaned, especially since the Bushfires here in Australia have killed so many. I am a player on Planet 7 Oz casino and have never had a problem. Jevse72. I enjoyed playing the races on other casinos like jackpot 7 but i did not like the rebuy in that was allowed. All i can assume is that seeing i was lucky enough to have won money playing your 5th street races and i had a good run, you just are refusing to pay money. You expect people to lose , not win. I played exactly as your rules stated to play and also as your help chat said to play. You have completely blindsided me as to why i have been Closed. Your rule you showed , 2.5.6. , " reasonable suspicion " means to never have to pay any winners. Can you have the Decency to tell me what this " reasonable suspicion " is about? J

They sent back ," Hello,

We hope this message finds you well.

Please note that the account has been closed as per management decision following a complete review of the account activity, in accordance with the aforementioned Terms and Conditions of the website.

The account unfortunately cannot be re-enabled and any balance present on the account at the time of closure has been automatically frozen by the system.

Your deposit was also refunded and should reach you in up to 10 business days.

We apologize for any inconvenience caused and we appreciate your understanding in this matter.

Have a great day!". Not once have they given any evidence that i broke any of their rules, and i asked their chatbox for directions and followed completely. As far as i can see, they just did not want to pay out as i only deposited once and they made no money from me. I broke no rules as to what their on Chatbox Personal told me to do .

Resolved

Account closed with no further explanation

I’m very appreciative that I found this site because I have hit the brick wall trying to resolve this issue! Couple emails between slotsvillage support and myself and total silence no response at all with any explanation is on what grounds specify is my account blocked first balance of approximately $556 frozen and then shortly after account cancel and funds vanished????? I will kindly forward all the emails between us and that was only way of contact so you can see yourselves of pure robbery on they behalf. It is much easier for you guys to see what went on instead me trying to explain here and missing parts ... If you have any additional questions please free to ask I’ll be happy to provide. Thank you for taking time to looking into my case.

Regards, Nenad < surname removed >

Resolved

2 months and still waiting for my withdrawal

My name is < removed >, I have been waiting for my withdrawal from Slots village for more than 8 weeks, I was told by live chat numerous times that I would receive it any day now but I haven't received any thing from Slots village they owe me 135$ and I am in desperate need of it please ask gamblers help me to resolve this issue because I can't log into my account anymore or get into contact with them.

My username is: < removed >

Thanks so much for your assistance

Resolved

$135

Unable to access account, withdrawal of $2,650 still unpaid

I never understand what is actually going on with Slots Village Casino.

I come across this Slots Village Casino and found out that there are offering a 100% cashback for first deposit. I have a live chat with their customer service and seems that they are reliable. So, I deposited USD2,000 and taken their 100% cashback offer.

Their assured me that there is no game restriction and no minimum wagering required. Therefore, I played slot, and table games. My balance moves from USD2,000 to as low as USD100 before I hit a number in Roulette and bring my balance back. After a couple hours of playing. my balance reached USD2,650 and I make a decision to cashout.

After uploading all the required documents, I placed a cashout of USD2,650 and being informed by their system that cashout need 5 days processing days which is fine for me..

After approximately a week, I login to my casino account and wish to check on the status. To my BIG surprise. the page shows ERROR 1009 The owner of this website (www.slotsvillage.com) has banned the country or region your IP address is in (MY) from accessing this website.

I immediately contacted their support. Well, it seems that their support still deny and saying everything is fine. Until I print screen and show to them, now, they are saying there is a technical problem. After more than 10 emails to them asking for status, there is no reply at all. My own deposit and winnings amount is still there and they no even take care of what the player concern at all.

If Slots Village Casino does not intend to accepts real player from my country Malaysia, they should denied my access at the very first time like other online casinos are doing. Well, now they denied my access, no updating of status and even holding my legitimate deposit and winnings.

I am sincerely looking for immediate help from Askgambler.com to contact them and refund me all my deposit and winnings. Thanks you so much!

Resolved

$2,650

Withdrawal Cancelled and intentionally delayed

Please , i need help, i was scammed by Village slots, they gave me 25 spins and i waggered them and i was told to deposit atleast $10 prior withdrawal , after depositing $16 i was told to send documents for verification, i sent my ID which was clear and 3 months bank statement that has my Physical address, i was told i was verified just after sending them, i was told to withdraw, i made withdrawal request, it was pending for like 5days(which was more than their recommended review period) i checked my Account i found that they cancelled the withdrawal, i asked their accounting department what was the reason for cancelling, they told me i had to submit the Ecopayz ID for me to get my money, but i keyed it in during the withdrawal in the first place, i took the screenshot of my ecopayz showing my ecopayz accoung ID, i sent them, they told me my withdrawal will be reviewed 2 days from that time, fine, i waited for 2 more days, and there was nothing, i sent them an email asking why did i not get anything, they said they have had technical errors, that was where i realised i was scammed, even now i still have not gotten anything, please help me get my money back, village slots scammed me. And i do not think they deserve to be licenced since they are defrauding innocent people through their intentional delay of payout through unnecessary excuses.Please help me.

Resolved

$100