Complaint #2 Slotastic Casino

Nothing but excuse on my withdraw

By sunshine725

12 years ago

Message on forum

I request my withdraw on 10/13 and it was processed on 10/18 and I have yet to receive my money. I have never had this problem with Slotastic but I can't get answers from them except we are tracing it, wait another 24 hours. I even had to send my bank statement on 10/31 and now its 11/3 and still no answers but they are working on it. I was talking to Yasmeen but she hasn't responded to my emails so Kristy has but she is not really answer me as well. She even admits in an email that many others didn't get there money and they are trying to work with everyone. I have tried to used live chat but yet I get hung up on and once I was put on hold 10 minutes to find out what time zone they are working in so I can contact payment team. Every time I talk to someone it is different answers. I have emailed the casino manager again tonight (Yasmeen) But I am told she hasn't been in the office but I did notice on another site she posted a comment to another player yesterday. This is just not right! I pay to play and if I win I expect to be paid. here is a few emails and/or chat

Thank you for your email.

As Yasmeen is not in the office for some time I will assist you Kathy.

I totally understand that you need the money.

As our payouts via Bank Wire are international it can take up to 10 business days before it reaches your account. ( As Yasmeen told you)

If you have not received the funds by the beginning of next week, I kindly ask you to contact us.

Have a wonderful day!

Kind regards,

Kristy

Thank you for the statement.

I have forwarded it to the corresponding department.

Apology for the inconvenience.

You will hear from us as soon as possible.

Kind regards,

Kristy

Casino Support

I received this one on 11/2

Thank you for your email.

I am truly very sorry about this issue. I have forwarded your bank statement and they told me they will trace it. Unfortunately there is a time difference beteween the wiring institution and us.

So If I forward them your bank statement they will only receive it approximately 6 hours later. I have received an answer from them that they will investigate and trace your payout.

I am very very sorry Kathy about this delay. Many more customers are complaining about their outstanding payouts.

Apology I have not responded earlier, but I work 8/9 hours and when I am in the office I try to help as much as I can.

Thank you for your understanding.

Kind regards,

Kristy

Casino Support

Disputed Casino Slotastic Casino

Reason Delayed payment

Discussion

sunshine725

14 years ago

I finally received my check, all is good!

AskGamblers

• Support Team

14 years ago

Dear @sunshine725,

Please confirm if the issue has been resolved. Please be in aware that in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly.

Thank you for your cooperation.

sunshine725

14 years ago

Well now it is Tues and Slotastic hasn't paid my withdraw via wire as well. I contacted chat and was told to change it to a overnight express check, so the rep actually did it for me while on chat and was told it would come fedex by 11/11. I then asked how to get tracking number I was told UPS doesn't give them tracking numbers. I advised her she told me Fedex first and she denied ever say this. I don't understand this, I requested this on 10/13 was paid on 10/18 and nothing and they gave me my money back to my casino account but here we go again more waiting to get my money.

sunshine725

14 years ago

Just wanted to say thanks, I have received my money back in my casino account today and had to request the payout again. I sure hope to get my money this time!

Slotastic Casino Complaint Stats

Resolved 12 / 17

Avg. Amount $1,394

Avg. Complaint Duration 12 days

Avg. Response Time 3 days

Slotastic Casino Complaints

See all complaints for this casino

Restricted my payout to 500 a week

I have used them for about 5 years and I am fully verified. My whole family uses them and I won a jackpot and have over $8k in winnings and they only want to payout $500 a week instead of the normal $2500. I have never had any trouble withdrawing until now and they won’t even tell me why. I emailed support and they just told me I could withdraw 500 and will not explain what is going on. The normal payout is btc $2500 wire $2500 and check $3000. All I am asking is to honor my withdrawal at the normal amounts like everyone else. I did not use a bonus and deposited in bitcoin or lighting bitcoin.

Unresolved

$15,000

Waiting for a withdrawal of $178

Casino claims it is efficient in providing fast and effective services, but this is a lie.Casino indicates a withdrawal takes 48 working hours which is a lie.

I did a withdrawal of $178 on Friday which was declined cause they said my btc isn't mine lol, then I provided my BTC address with proof on Monday and did another withdrawal on Monday and today is Thursday and I was told I will only receive this withdrawal the 27th of February.

Now that is a contradiction to the time frames Slotastic mentions in completing withdrawals.

Resolved

$178

They will not pay out winnings as promised in their terms

I have two cashout requests pending, both for $2,500. $5,000 total. This casino will not honor its own terms and pay me what I won fair and square. My account is fully verified and has been for years. The money that I won came from my own cash deposit. There is no bonus involved whatsoever.

Their terms indicate that they process bitcoin withdrawal requests within two days -- it has now been four and they are pulling out all the stops to stall. Requiring that I resubmit my identity documents even though I am already verified and they acknowledged that before I even submitted the cash out request. Disconnecting my requests for chat support before providing an update.

They are now claiming that they do not process withdrawals on any day that is a public holiday IN ANY OF THE JURISDICTIONS WHERE THEY OPERATE.

Resolved

$5,000

Refuse to verify my account after multiple forms summited

I won on the sign up house and requested for my account to be verified so that I could be paid what I won. I have submitted my info multiple times and each time they have given an excuse as to why they are refusing my request which I have then corrected for them to give the same excuse or another excuse. This has been an ongoing issue for 2 weeks now. I want to be paid what I rightfully won. I won it meeting all their requirements.

Unresolved

They keep claiming illegibility

I've been back and forthing for more than 2 weeks now. I'm trying to get my documents verified but they keep saying that my ID card is not legible. It is very much legible. I've used it at other online casinos and all the details can be read. They also take 5 days to reply to my emails, in which case they keep repeating the same thing.

As it stands now, I'm unable to cash out my winnings as they keep fobbing me off that my ID card is not legible.

Resolved

$100

Refusal to pay my winnings of $101 with ridiculous reason

Slotastic Casino rejects my conclusion without giving any reason. My account is fully verified. There are no violations in the game. I have provided all the necessary documents to update the account verification. I'm worried about this casino. I am at a loss. Why am I denied, suddenly I'm forbidden to make a conclusion ?

I ask you to help me with the withdrawal of my winnings

Resolved

$101

Litecoin Deposit worth $30 still not credited despite 900 confirmations

I've been playing at Slotastic for quite some time. Never had a problem and have been very happy. Usually I use Bitcoin but because of the fees haven't been able to lately. They even removed Bitcoin Withdraws. I checked and they have Lite Coin and Bitcoin Cash as deposit options now which have much lower fees. I thought this was great and decided to test it out with Lite Coin. I sent the transaction to the correct address and it was confirmed in 8 mins. It was never credited to my account. I used the chat to talk with support 3x and they simply say they haven't received the money, they need to send an email to a different department and it will take 24-48 hours, then after the 48 hours they said again they need to send an email and it will be another 24-48 hours. Absolutely ridiculous. Obviously I can see the transaction and they certainly DID receive the Lite Coin, I provided proof of the address they gave me and the transaction hash showing the transaction to the CS. I double checked the address to make sure it was correct. Slotastic is having issues with processing crypto payments and you guys should avoid using this. Hopefully one day I'll get my deposit. Pretty disappointed.

Unresolved

$30

Winnings voided without any explanation

I newly joined in Grande vegas casino and win 100$ .that was nice feeling for me.no problem faced in withdraw and account verification.i was happy with this group .so that i joined Slotastic casino,again i enjoyed more and luckyly i win 180$.so i forward my same documents to slotastic casino for verification.but they closed my account by this explaination.i don't understand what's wrong in my account.i hope Askgamblers will help me for this justification.i'm just helpless.i don't know what to do.i want the reason of this activities?i can challenge,my documents is valid and i have not send any unvalid documents.please help me to solve this problem.....This email replied to me from slotastic documents department..... Dear Dulu, We are contacting you from Slotastic Risk Management. After reviewing the documentation submitted, your account did not pass our internal security checks. A decision has been made to close your account. This decision will not be reversed. As per our Terms and Conditions: 16. All cash-ins will be subject to audit before being processed. Players must provide a copy of their proof of identity, address, copies of credit cards and/or other appropriate documentation when withdrawing credits. Proof of identity must match the registered name and surname. If a player fails to provide this within 4 weeks of our request, his account may be subject to lock out and winnings and/or cash-ins made, voided. In cases of fraudulent documentation, account will be locked and all winnings and/or cash-ins will be voided. https://www.slotastic.com/en/terms-conditions In the event a new account under your name is created, it will also be closed. Regards, Lisa Slotastic Security Team

Unresolved

$180

Verified my account successfully and accused me of creating multiple accounts soon after?!