Complaint #82
Slots.Lv Casino
Unstated requirements towards verification paperwork
7 years ago
Had issues with my first withdrawal a couple weeks ago including slots.lv “not recieving “ documents I sent in, to even being told I’d recieve my pay any moment (and still took another week to get it), but I did eventually recieve payment , which was a withdrawal for winnings on a No Deposit Bonus. I had recieved an email the next day asking for my ID again and figured it was by mistake because I had already been paid out. Over the next week I made 6 different deposits to the site, on March 19th had won $400 on a slot so figured I would withdraw it. When I called the next day I was told the withdrawal was being reviewed, could take 24-48hrs. Day after that I called and talked to the highest form of authority I could talk to ( I was told) and was now informed that they still needed me to send in my ID. I said I already did that, it is how I was paid my withdrawal the week before and the ‘Boss’ told me that “my ID wasn’t an approved ID because it was a jail ID, not an ID I could travel with or open a bank account with”. I asked why it was good enough ID the week before to approve and process my withdrawal and was told they “didn’t know why that withdrawal was ever approved,” but then told me the ‘withdrawal team had made an exception for that withdrawal, and that it was a ‘one time thing’ they did for me and they had put a note in my account files letting the ‘finance department’ know that I still needed to submit valid ID if my account tried to ever make a withdrawal again. She brought up the email sent the day after withdrawal asking for my ID, as if that was my warning about this “exception they made” and how it was a “one time thing” for me , and I would need new ID in order to withdraw in the future. I asked her how I should have know about this “one time exception” and that my ID was no good, since the withdrawal email only said “my withdrawal was approved and processed”, and the email requesting ID again did not say the ID submitted was invalid, and why it was that they had allowed me to make 6 different deposits over a week without informing me that I still needed more ID, was a one time thing, yadi yada.... and was told “the one time exception, and the need for more/ new ID in order for my account to make a withdrawal again is not the type of thing they typically inform the account owner about, and they didn’t have to release any information as to why the account owner is not told this, but ‘the financial team’ is told this, or why it was never mentioned during the multiple deposits. In the end I was told that “I would not be recieving any of my withdrawal until I’ve submitted ID that they approve of.”
Their terms say in 4.8. “The withdrawal of winnings is subject to Slots.lv verification procedures...” but nowhere do they actually state anything in this “process “ that is REQUIRED to be considered a
“Government issued ID”, but simple states “ This can include but is not limited to providing proof of address and government-issued identification”. And whether or not slots.lv agrees with the looks of my jail ID, it was still issued to me by the San Francisco Sheriffs Department, which i do believe the Sheriffs Department is a part of the government, the ID has my name, photo, and DOB on it, and my home adress was verified with my bank statement from that month, which was their suggestion for a document I can use they approve of.
Also there is nowhere at all in their terms any mention about slots.lv making unannounced “exceptions” during withdrawals, or them being able to basically put “holds” on withdrawals. It does state in the terms that they can ‘change the rules of the terms when they wish, but the terms haven’t been updated since 2015.
Their terms say in 4.8. “The withdrawal of winnings is subject to Slots.lv verification procedures...” but nowhere do they actually state anything in this “process “ that is REQUIRED to be considered a
“Government issued ID”, but simple states “ This can include but is not limited to providing proof of address and government-issued identification”. And whether or not slots.lv agrees with the looks of my jail ID, it was still issued to me by the San Francisco Sheriffs Department, which i do believe the Sheriffs Department is a part of the government, the ID has my name, photo, and DOB on it, and my home adress was verified with my bank statement from that month, which was their suggestion for a document I can use they approve of.
Also there is nowhere at all in their terms any mention about slots.lv making unannounced “exceptions” during withdrawals, or them being able to basically put “holds” on withdrawals. It does state in the terms that they can ‘change the rules of the terms when they wish, but the terms haven’t been updated since 2015.
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