Complaint #3 Liberty Slots Casino

wrong bonus credit

By Helen K.

11 years ago

Message on forum

Last week i did deposit twice at this casino first 10$ and then 30$ so when i did spend those money i asked the chat to give me some bonus ,soo i was asking for some for some kind of a deposit bonus i guess,then the chat told me that i am restricted for bonuses and so they refused to give me something and i told them is this the way they tread theirs costumers then chat told me if i have something then better to contact their support via mail,so i did.Next morning i did opened the casino Liberty Slots and i found 200$ bonus so i said i will asked them if this is ok ,so i was being fair,then the chat told me it was an mistake,mistake? Rou are serious casino or what, you can't play with your costumetrs like that, firts we donot give you nothing, then we give you 200$ bonus and then again sorry, it was a mistake? So you did mislead me ,what if i did use that bonus and make the playthrow what then??? and i did made deposit ,what then so i am asking something in return ,because you did that mistake not me.Here is the chat conversation:

Thank you for contacting us via live-chat and bringing your concern to our attention. Please find previous chat conversation below:

Anna: Hello,

Anna: Thank you for contacting customer service, how may I assist you today?

Anna: Please provide me with your full name, date of birth and your registered email address.

Visitor: hi need to ask something

Anna: Sure! :)

Visitor: yesterday i did deposit here and you didn't give me the bonus but now i see 200$ bonus in my account can you please tell me is this real money bonus or its just fun

Visitor: hi

Anna: May i please get your email address?

Visitor: xxxxxxxxxxxxxxxxxxx@msn.com

Visitor: did you chek please

Anna: I'm sorry xxxxxxxxxxxxx, this appears to have been a technical issue on our end. I'm sorry for any inconvenience and thank you for bringing this to our attention!

Visitor: so what are you saying

Anna: I'm afraid this was an error, your balance should now be as it should be!

Visitor: are you kidding me

Visitor: what are you doing ,are you serious casino??

Visitor: i want to talk to your supervisor or manager

Visitor: this is not right what are you doing

Anna: I'm afraid she is busy on the phone at the moment, you may hold or come back later on!

Anna: I'm sorry you feel this way xxxxxxxxxxxxx!

Visitor: no i will hold

Visitor: noo you are making mistakes thats your problem not mine

Visitor: whom i am waiting the supervisor or the manager>???

Anna: I am just waiting on my supervisor, she will be with you shortly. We appreciate you waiting and once again apologize. This was a small technical issue and we appreciate you bringing it to our attention!

Visitor: no it was not technical issue

Anna: I will transfer you to my supervisor now.

Visitor: ok

Visitor: hi

Regina: Hi xxxxxxxx

Visitor: are you the supervisor

Regina: Yes, I'm the supervisor on duty

Visitor: ok

Visitor: let me explain you this

Visitor: yesterday i did deposit 2 times here so i was asking from the chat for bonus so i was askinf a DEPOSIT BONUS not something free

Visitor: so yesterday you didnt gave me anything ,soo i did send an email to your support and explain them ,this morning i did find bonus in my account so i asked the chat what is the bonus for

Visitor: so she is telling me teg=hnical issue problem

Regina: Ok, but as your account is set up to not receive bonuses for now as per management decision this was denied I guess..?!

Regina: I see and I do understand that you are angry about that now.

Visitor: i dont know that i only know that i found this morning bonus in my account and now you did take it away that bonus

Visitor: so what are you doing are you serious casino

Visitor: why are this thing happenening

Visitor: you cant give me the bonus and take it away

Visitor: thats not right

Visitor: you have to give me better explanation then technical issue program

Visitor: i am not a child so you can play with me this way ;like you are making fun of me

Regina: Although you would have said nothing, in case you would have win money with a bonus which was credited accidently we would have to deduct the winnings afterwards. I do understand that you are angry about it and we will forward this for further review to see what happened, but for now we can't add you this or a bonus, I'm sorry

Visitor: i want this chat to be send to my mail,can you do that

Regina: Sure and we will also send you any update we get on that as soon as this has been checked.

Regina: May you kindly confirm your e-mail, please?

Visitor: xxxxxxxxxxxxxxxxxxxxxxxk@msn.com

Visitor: i dont see the chat in my mail

Regina: Thank you, that's the same we have on file. I appreciate your patient and understanding in this matter, we will send you copy of this chat and also see what we can do in this matter. As soon as this has been reviewed you will get another e-mail then

Yours sincerely,

Disputed Casino Liberty Slots Casino

Reason Bonus not given

Amount $25

Discussion

katemak

• Macedonia • 938 reviews

12 years ago

Thank you Askgamblers and Liberty slots ,I did receive a 25$ bonus as a apology.Thank you again problem solved.

Liberty Slots Casino

• Representative

12 years ago

Hello Katemak,

I am Dylan, I am a representative for Liberty and Lincoln casinos. After reading your post, I reviewed your account.

With regards to the deposit bonus, no bonuses were credited as you are from a bonus restricted territory.

The $200 bonus was credited to your account in error by the agent who was addressing this issue for you. It was meant for another account. The bonus was removed as your account was not eligible for a bonus.

We do realize it was an agents mistake and as a result we will credit your account with a small bonus. We do thank you for your honesty and we apologize for any inconveniences caused. An email will be sent to you regarding this issue. If you have further concerns or need any assistance at all, please contact our customer service department.

Sincerely,

Dylan

Liberty Slots Casino Complaint Stats

Resolved 5 / 12

Avg. Amount $1,041

Avg. Complaint Duration 6 days

Avg. Response Time 3 days

Liberty Slots Casino Complaints

See all complaints for this casino

I initiated my withdrawal on a Saturday and it is Thursday of the next week and still not verified

I tried Liberty Slots and actually won a decent amount of money almost $2,000. Then the nightmare of withdrawing began. I read their verification process procedures. So they make it seem like it is something simple and they will do the verification in a professional manner. Their processing time frame as noted on their website is 48 hours.

I submitted my ID and proof of address. Since, I deposited by bitcoin crypto currency they required me to submit a picture of me holding my id which I did. This is where the problems arised I must have submitted to them 4 different pictures for the same request. Each time had a period of 24 hours of submitting then getting a response back. I initiated my withdrawal on a Saturday and it is Thursday of the next week and still not verified. I explained to their customer service, that this was a bunch of bull and asked how I could possibly not know how to take a picture four times in a row.

They were not much help as they just repeated that they needed me to take another picture of me holding my idea why? If I had to do this again I would not have tried their site Liberty Slots or Lincoln Casino which I deposited to waiting for my withdrawal from Liberty Slots.

Unresolved

$2,000

Unknown reason for non payment

Been playing here for 3 years and just made a withdrawal on Oct 14th with no issue. Made another withdrawal on Oct 24th and it was processed on Oct 28th. I have sent 16 emails back and forth and they just keep saying 24/48 hours I'll hear something. Its now Nov 19th and I was told through chat with Jayden that my banking info was incorrect and it was returned. I have not changed my banking info and I have never had an issue with Liberty. I enjoy playing here but I would like to receive my withdrawal of 385.44

Unresolved

$385

Casino has taken 2 weeks so far to process my winnings

I won 2000 dollars 2 weeks ago I submitted my kyc was approved I confirmed it by email last friday and by phone on monday of this week and they still havent paid me. They say 24 to 48 hours and it has been 72 and they just keep saying tomorrow tomorrow. Earlier this week live chat assured me the money would be released on TUESDAY OF THIS WEEK but it is now Thursday and nothing.

Unresolved

$2,000

Delayed $1,000 payment

Yes I tried this casino which is a sister casino to Lincoln and of course the same thing delayed payment even though my verification has been approved there was no bonuses I believe that these casinos are stalling payments for one reason or another I just want my money I couldn't believe that Lincoln Casino was starting my money but they are I would really like my payments from both places my 2900 from Lincoln and my thousand dollars from Liberty slots Casino I think I should have known better but since I never had a problem with Lincoln I figured it would be all right to play at this on the casino so all I'm asking for is my payouts and the same Speedy service in which they take the money to deposit I need that same money returned so when I win you should pay me out just as fast as you take it so when you don't hold to your own 48-hour rule it makes me wonder thank you for your time and consideration in this matter.

Unresolved

$1,000

No payment received despite their statements

Casino said a bank wire was sent on 4/18. I called 2 weeks later and customer service said they could see it had not been sent but I should give it more time. Called today and was told it had been sent and they needed to see my bank statement to show it hadn't been received. I asked for them to send me an official confirmation of payment before I would send my bank account statement to them. They refused. I would like official confirmation that my bank received the money as my bank said they did not. Or actual payment of the nearly $2500

Unresolved

$2,500

Payout Delayed Again

I am once again having a problem receiving my payout, I request my withdrawal on 4/10/17 for $1300.00 which I know there is a 48-72 hour delay and with the holidays I have given it extra time. I have spoke with them on 4/14 and was told the payout dept was closed as well as closed the following Monday, so Tuesday I checked the status and was told to allow 24 hours, Wednesday I was told the same thing allow 24 hours and now today it's still not processed. I don't normally have problems yet it seems anytime I win over a hundred dollars they stall out on me. I just really need help getting this handled because I just get the same story every time I try to.

Unresolved

$1,300

They sent me cheque which is not good

I made deposits and played the slots at Liberty Slots Casino. I did well and cashed out $2000.00. Ii submitted all the required paperwork and was quickly approved for the payout. I received a check in the amount of $1955.00 on March 6, 2017 sent FedEx and drawn on a Canadian account. I took the check to my bank. They took 15 minutes to tell me that there may be an issue with the check. They would send it through as a foreign instrument that would take a few weeks and let it clear before allowing me to use the funds. It did not clear. I then tried my Credit Union, who did the same thing. No luck. The check is not good! I have sent an email to Liberty Slots but have had no response. I will await their response and remedy. SO BEWARE.

Unresolved

$1,955

Stalling payment of winnings

On 24 april they gave me birtday bonus. I complate wager and made withdraw request on my e wallet same day. My documents already verified months ago but, after that dday they asked me send documents. İ told them already verified. And than they told me "" your account verified. You right sorry for mistake. Until 24 , everyday when i ask them they told me same words everyday. "" we will pay your 150 dollar today. '' . Now they saying we will pay tomorrow. Their e wallet pending period 48 hours. But my already verified account still cant pay Until 24 april.

Resolved

$150

Does not honor signup bonus

What a garbage casino. signed up and tried to claim the $17 no deposit bonus as shown on here. It was never given to me even after i had to verify my email address like they had asked me to. wasted my time and effort for nothing. if they are this bad honoring a bonus, imagine what it would be like to withdraw.

Resolved

No payment, no support, no supervisor to talk to

I have spoken with Liberty slots as well as emailed and can't get anywhere. They tell me my layout was processes 12/30/15 and submitted 1/5/16 and was originally told 3-5 business days then i was told 5-7 days and now I can't get any information besides its been sent to my debit card number yet my bank has nothing on my account or my card. Everyday I'm told it should be there by the end of the day and I can't even get the payout dept (each time it's they just closed or changing shifts) I ask for a supervisor(in told they are on a call and holding isn't an option to call back in 5 minutes and when j call back they are gone for the day, and the new shift supervisor is in a meeting) no one will tell me anything and won't track my funds though they are approved as seen in the email I copy/pasted.

My winnings was $1000 with $20 charge so $980 should be deposited in my account though k can't get anywhere.

The card it was to be deposited in was ending 5008.

We have processed your pending payment as shown below.

Account:xxxxxx

Pending Payment: USD1000.00

Payment Issued: USD980 as CardPay

Transaction Number: 20151231143801407714000000

Remaining Payment: USD20.00

If your remaining payment is in excess of USD3000.00, it will be issued as weekly USD3000.00 installments until the total amount is paid to you in full.

Please note that for any wire transfer and for any check you will be charged a fee of $45, the additional cost will be carried by the casino. However for wire transfer there are some correspondence fees that exist and they are beyond our control. These fees are based on your local bank policy. These fees may be reflected in your withdrawal balance.

Please note for check:

* The cheque is drawn on a Canadian bank.

* We strongly recommend cashing/depositing the check at a bank rather than at a check cashing facility.

* We recommend cashing the check in a timely manner.

Please direct any inquiries regarding this payment to [email protected]. Include your name and the Transaction Number above in your correspondence.

Thank you for choosing Liberty Slots Casino

[email protected]

Resolved

$980