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Slots Heaven Casino - Still waiting to receive my withdrawal

RESOLVED
Complaint Info
Disputed casino Slots Heaven Casino
Reason Delayed payment
Amount £ 232.72
jmcly2018 United Kingdom
Posted on July 8, 2019

On Friday 28th June I made a deposit of £20.00 and was rather happy when I had a small win and decided to withdraw £82.72 I’ve been with Slots Heaven for over 1 year and I’ve always found the withdrawals to be very prompt upon the email I receive advising that the withdrawal has been processed.

I received an email on Monday 1st July to advise that the withdrawal had been processed and would be received in due course. As the email was just before 5pm UK time, I assumed that the funds most probably wouldn’t enter my account and would probably be the following day.

In the morning I checked my account and I found that the funds were not there, as it was still morning I decided I would check again later in the evening. I checked, and again no funds were available.

I contacted Slots Heaven via WebChat just to mention that I felt there could potentially be an issue with the withdrawal. Whilst I appreciate the timeframes that they supply, I’d always found previously that the funds went in the same day. I just thought I would raise it with them so they could give assurance it was credited to the correct bank account. I was informed that the funds had been sent to the correct bank account and to allow the very latest of Friday 5 July for these funds to be received.

It was to Wednesday 3rd July and I was getting a little anxious as there was still no signs of these funds. I contacted Slots Heaven again by Web Chat and I was advised by Ned that he would send across proof of payment for the funds. I received this by email, however this just looks like an audit log that they complete so they can account for all moneys leaving their business, it wasn’t actually a log from the payment processor that they use.

I raised this and was told that they would require a bank statement as the funds were definitely sent to my bank. I provided them with bank statements and I was told again that this would be escalated further, and they would provide me with an update as soon as possible. I asked if they could put a timeframe on this but they advised they could not. I was told once again that the very latest for the funds to me in my account would be Friday 5th July.

I have checked my account today and the funds are still not there. I contacted my bank and provided them with the payment reference number as given by Slots Heaven and they confirmed that the reference does not exist and I have no pending payments due into my account.

I provided screenshots again to Slots Heaven of my bank statement, which clearly shows no funds have entered my account. I also provided screenshots of the web chat conversation with my bank, confirming the payment reference was not valid and that I had no pending payments due into my account.

I was told again that this would be escalated further within their Finance Team and that they would be contacting my bank. Again, I was told that they are not able to provide a timeframe for a resolution and that they would be in touch as soon as possible.

I’ve contacted my bank again today who have informed me that Slots Heaven / Onisac have not been in contact with them, they provided me with a global payments telephone number for my bank but I was told that unless a payment was sent by Slots Heaven there would be nothing they can do until they actually send the payment.

Due to never having issues in the past, I have made further deposits into my account, in good faith that they will resolve this issue. However, I now have a further £150 in winnings which I’ve requested for withdrawal but I’m now worried that I’ll never receive this payment either.

I assumed with them asking for my bank statement, that they would then arrange the payment to be sent again as you can clearly see that I’ve not received any funds. But instead I’m just asked to wait longer and longer… Whilst I appreciate it has only been 7 days since I requested this withdrawal, whenever I make a deposit this money is taken straight away… so I’d appreciate to at least receive my withdrawals within the guidelines that they set.

I have screenshots of my bank statements and WebChat with my bank (Barclays) – all of which Slots Heaven have been provided. I feel I have been highly co-operative and all I’ve received back is requests to wait longer and ‘appreciate they’re doing everything they can’.

I would like to say though, this is the first ever issue I’ve had and before this Slots Heaven have been truly amazing. I just feel that as this is my first ever issue and as I deposit thousands with them that this could have been handled a lot better and they could have actually given me more insight into why I’m having to wait and wait each time.

Whilst I appreciate they’re going to contact the bank, that’s perfect.. however, I feel like I’m the one being penalised for a mistake that isn’t my own. I’d say it’s pretty obvious now that these funds are not going to be received, so I’d like to know what now? Do I just lose the withdrawal? Am I safe to be withdrawing £150 with the risk of the same issue occurring again?

Thank you for your help, I hope we can reach a mutual resolution as I do love playing on Slots Heaven.

AskGamblers
Posted on July 15, 2019

This complaint has been reopened as per Slots Heaven Casino request and AskGamblers Complaints Team would like to give it one more try and help both parties involved into the dispute reaching to a satisfactory resolution.

Posted on July 15, 2019

Hi JMCLY2018,

We’re happy to see that you’ve received your withdrawal on Friday 5 July. Please be advised that your withdrawal was released from our end on Monday 1 July within the timeframe detailed in our Withdrawal policy, however, the standard processing timeframe for a bank transfer takes up to 4 business days, which may be the cause of the delay.

If you need any further help, please don’t hesitate to contact us at suppor­[email protected]­lot­she­ave­n.com

Kind regards,

The Slots Heaven Team

AskGamblers
Posted on July 15, 2019

Dear @jmcly2018,

Please confirm if the issue has been resolved. Be in aware 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. Please keep in mind that as per the AGCCS terms providing updates in a timely manner is a must.

Thank you for your cooperation.

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