Ag Awards

Slotland Casino - My winnings are gone

Complaint Info
Disputed casino Slotland Casino
Reason Verification issues
Posted on May 16, 2014

My problems started on Monday April 15, 2013 I had won a good amount of money on Slotland $3,329.60 to be exact. I was done playing for the day and logged off my account. Excited that I had won so much I logged back on a few hours later just to look again. And my account balance now said $0.00 I contacted customer support and they said please allow 1 business day for us to look into this. It is now April 19 and still NO one has contacted me. I have spoke to customer service many times with the same responses please allow 1 business day. On day 5 I was told they would email me in 2-4 hours. Almost 24 hours later and still no one has contacted me. It would have been nice for someone to tell me something not just leave me sitting with no explanation as to what is going on and if they are going to pay out the amount I won.

Posted on April 20, 2013

I wasn't sure how to submit a picture but I took a picture of my page that shows the $3,329.60 that I had won.

Posted on April 26, 2013

Hi Joshua,

I'm following up on your recent exchange with our Supervisor as well as Slotland Customer Support, and also on your complaint posted here on a few days ago that due to a glitch on AG's side we weren't aware until today, which is why I'm replying no sooner than now.

This is to confirm that we have investigated thoroughly the log of all spins you made on the day of April 15, 2012 through your Slotland account id (JAG21AG) and found out that while you've indeed been able to reach over $3,000 in your cash balance at one point, you've slowly played an entire amount away ending up with $.3 in less than 3 hours later.

Also since your gaming pattern didn't change a bit, plus since you've been playing the very same game, this clearly rules out a chance of anyone else (perhaps a family member) accessing your Slotland account and depleting your cash rather than you as the legitimate account holder.

While our findings make your claim absolutely unsubstantiated, we would appreciate if you could get back to us with more information on

1/ whether you recall depleting your cash balance yourself, and also

2/ if you remember an exact point when you stopped playing plus

3/ anything unusual in regards to your casino account or a computer you use to play at Slotland with, that might have resulted in this unfortunate situation

Much appreciated!

Kind regards


Slotland Entertainment

p.s. FYI, here is an excerpt from the log of your spins showing the dollar balance and a time stamp in GMT clearly indicating the course of your play:

13-04-15 11:48:38 $1497.85 Carnival

13-04-15 12:52:59 $988.35 IceQueen

13-04-15 12:58:27 $1820.10 IceQueen

13-04-15 13:16:57 $2551.10 IceQueen

13-04-15 13:39:24 $2624.85 IceQueen

13-04-15 13:43:36 $2901.60 IceQueen

13-04-15 13:45:17 $3329.60 IceQueen

13-04-15 14:08:12 $3306.10 IceQueen

13-04-15 14:20:13 $2496.35 IceQueen

13-04-15 14:28:32 $1991.85 IceQueen

13-04-15 14:42:05 $1482.60 IceQueen

13-04-15 15:02:07 $995.85 IceQueen

13-04-15 15:12:06 $498.65 IceQueen

13-04-15 15:19:02 $187.65 IceQueen

13-04-15 16:10:16 $0.30 HalloweenMagic

Posted on May 3, 2013

 Joshua, all clear in your case?

Posted on May 12, 2014

Dear @JAG13,

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.

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