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Slots.Lv Casino - Undepositable check by courier has lead to payout purgatory

RESOLVED
Complaint Info
Disputed casino Slots.Lv Casino
Reason Delayed payment
Amount $ 1925
Benwayism North Carolina Message
Posted on April 8, 2020

So for my very first withdrawal attempt from slots.lv, I chose the check by courier option on March 5 and it was approved on March 8. I decided to swallow the $75 fee on my $2,000 payout because I wasn’t at that time comfortable or familiar with bitcoin. But I was fine with that, especially since it arrived in the mail fairly promptly at my home here in North Carolina, USA.

However, none of my 3 banks (all major U.S. financial institutions) would deposit the check into any of my respective accounts when I personally went to each branch in person to deposit because all three banks immediately identified the check as “a fake” when laying eyes on it, telling me “we are seeing a lot of these lately.” Very disturbed, I immediately went home and contacted the slots.lv customer service chat application and they were actually quite helpful and told me Customer Service Escalation Team would contact me with a solution in the next few days. And to my surprise, Customer Service Escalation Team did indeed get back to me the next day (March 17 at this point) and declared that they were placing a Stop Payment on my universally rejected check by courier, which would incur ANOTHER fee of $40 (on top of the $75 I was already charged for receiving the paper check, mind you) and this process “can take between 10 to 15 Business Days to complete,” upon which my remaining balance from the withdrawal would reappear in my account balance.

Perhaps naively, I accepted this solution and dutifully waited the FULL “15 Business Days” to pass before contacting Customer Service again about the status of my withdrawal. Keep in mind we are over a full month now after my initial withdraw request (March 5 to April 7). So when I contacted them today about my money, they were simply clueless and said they were at the mercy of their “third party provider” and they didn’t know when my money would be made available.

So I now have very little hope I will see any of my $1,885 ($2,000-75-40=1885) any time soon—or ever!—even now over a month after first requesting my initial withdrawal. I tried to explain to them that we are basically under quarantine now here in the US and essentially confined to our homes and this money had become very critical to me (and yes, I have become bitcoin-savvy now, by necessity), but they didn’t seem to care. They have no idea when my money will return to my account balance, and to hear then tell it, it’s entirely out of their hands now so they can provide no further timetable now after they have blown through their original “10-15 Business Days” processing period.

I am feeling very despondent about this now, especially given the extreme economic hardships thrust upon us all by the Coronavirus pandemic social sequestering that has brought so many of our paychecks to a sudden halt. Any help or sympathy would be warmly appreciated.

Benwayism North Carolina Message
Posted on April 9, 2020

Just to update, I contacted Customer Service by Chat again this morning and it’s more of the same: they don’t know when my money will be back in my account. And even though it’s now been 17 business days since they told me 10-15 business days, that really means probably more than 15 (the customer service rep really said this to me in the chat) and even though they have “escalated” the matter, there’s nothing they can say or do now to help me.

It’s really starting to look like they are just swallowing this money and trying to forget about it. And I really resent their coronavirus message on their homepage, paying empty lip service to people in this time of need blah blah, meanwhile in the one way they can actually help people—by trying to get them their winnings as soon and as stress-free as possible—they aren’t even making an effort to do it. A i really wish they would just take that coronavirus boilerplate off their main page, it is completely vacuous, bordering on offensive given their handling of this matter.

And just for completeness sake, I’ve attached a screen shot of their message to me from March 17 telling me my funds will be back into my account within 10-15 business days.

Why in the world would it ever take more than 3 weeks to stop payment on an undeposited check? These guys are a total trainwreck with withdrawal management. Hire some more people, guys! And try to respond to complaint if you can be so bothered!

Posted on April 10, 2020

Hi BENWAYISM,

After reviewing your account, I saw that despite the stop payment request having been put through, it hadn't been completed. That was a mistake on our part, for which we truly apologize.

Given the current situation, I have escalated this matter to our providers right away and was able to get approval for the funds to be credited back to your account immediately. The funds now back in your account, you may re-request a withdrawal via bitcoin. Please note, the standard reviewal timeframe will apply (24-48 hours). Once passed, your funds should be with you in a matter of 15 minutes. So all being well, your money should be with you before the weekend is up!

I would like to use this opportunity to sincerely apologize, and express our gratitude for choosing the play with us.

From myself, and on behalf of all the team here a Slots, we thank you, and wish yourself and your family all best during this time - Stay safe!

Kind regards,

Slots.lv Service.

Benwayism North Carolina
Posted on April 10, 2020

I can confirm that my funds—$1,925 to be exact—has been returned to my slots.lv account as of this morning.

Thank you to the payments team at slots.lv for working through to this final satisfactory conclusion and also to the askgamblers team here for providing the forum to moderate this difficult situation.

You can consider this case officially resolved.

AskGamblers
Posted on April 10, 2020

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

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