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Slots Heaven Casino - Won't pay me my winnings, using endless excuses

REJECTED
Complaint Info
Disputed casino Slots Heaven Casino
Reason Delayed payment
Amount £ 130
Posted on June 6, 2020

I signed up to slots heaven and recieved 20 free spins on the age of gods game. I won a little amount on the bonus and continued to play until i recieved a message saying I completed the wagering requirements i went onto fluffy favourites and wont free spins and the 3 claws and hit the x100 on 50p when i finished i withdrew £130. I recieved an email to say that needed documents to verify who I am. I emailed them my documents and a few days later emailed me saying my withdraw has been processed. I waited 1 week and still no payment from them I contacted them via phone call and they said my bank rejected the payment so I contacted my bank and they said no payment was ever made and if it was they wouldn't reject money coming in.so I phoned slots heaven back and they said they needed my bank details again to do a manual payment I done all of this they asked of me and still nothing. I have 4 kids and could really need this money and to top things off the have locked my account.

Posted on June 6, 2020

Iv spent the £130 on my account now I'm going to the gambling commission I have gathered other peoples complaints with their permission and we are taking matters further

AskGamblers
Posted on June 6, 2020

Dear @Njones2424,

Following a careful review and consideration of your case, the AskGamblers Complaint Team reached the conclusion that, unfortunately, your complaint is not compliant with the AGCCS Guidelines, section Balance played off while waiting to be paid and, therefore, is being rejected. Please keep in mind that following all AGCCS Guidelines is mandatory.

Please keep in mind that while we could understand your frustration and disappointment of probably not being paid within the time frame specified by the operator, it is up to you to refrain from playing until the processing of your payment is being finalized accordingly. Instead, you kept playing and lost your balance subsequently which means that unfortunately, you will also lost the validity of you claim against the operator which led to rejection of the complaint.

And while we understand this might not be the outcome expected by the complainant, we would like to remind that in case of disagreement with our decision further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

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