Complaint #56 Slots of Vegas Casino

Withdrawl attempt

By ChickenDinner

12 years ago

Message on forum

My husband talked me into signing up for an account because of a special promotion they had sent to him- so i finally broke down and made my own account. Met the playthrough requirements for the bonus, which had no max cashout associated with it, and then processed a withdrawl for $500.

Fast forward 4 days, deposit shows as being approved by a manager in the account history, but i had read several other horrible reviews about this casino so i contact customer support just to double check and make sure everything is good.

Turns out- withdrawl was approved, but only so that a manager could remove the funds from my account permenantly and NOT process any form of payment.

Now all of a sudden the same people who were so friendly just a few days before are hanging up on me over the phone, disconnecting themselves in the middle of online live chat, and the only answer I can get is that because my husband has an account and claimed a free chip just before i did that I am not entitled to withdrawl any of my own winnings.

Then they had the nerve to ask me to deposit my own actual paycheck money into their casino.... HAHAHAHA at least if I take a match and burn a $100 bill i can get warm, put your money onto this site and it will disappear just the same, whether you win or not, it will end up in the manager's account.

Disputed Casino Slots of Vegas Casino

Reason Declined payment

Discussion

AskGamblers

• Support Team

12 years ago

Double account is not allowed per casino rules, nothing to do here! Complaint solved!

Slots of Vegas Casino

• Representative

12 years ago

Dear Player:

I was able to check the chat you had with Kenneth. He clearly explained you that having 2 accounts is not allowed as per Casino rules.

"[19:57:14] info: A site operator will be with you momentarily.

[19:57:14] info: Hi! Thank you for using our LiveChat Service. This is 'Kenneth'. Please verify your Email and Phone Number so that I can assist you.

[19:57:36] MommaMary83: removed for security [email protected] Phone removed for security reasons

[19:57:44] Kenneth: Thank you for the information, what can I do for you today?

[19:58:51] MommaMary83: I wanted to check on the status of my withdrawl request from the 19th.... it shows as approved in the account history as of yesterday, but i have been reading a lot of horrible reviews online about the payout process so i am kind of skeptical and scared

[20:00:01] Kenneth: Hi Mary, I was on the phone with you, and a few days before today as well. I apologize but the situation is not going to change no matter what you are saying here or over the phone

[20:00:03] Kenneth: Just please remember that claiming two free chips or non-deposit bonuses in a row or in multiple accounts is not allowed and any resulting winnings will be void. We encourage you to make a deposit so you can enjoy our great deposit bonuses and then you can ask for another free chip

[20:00:27] Kenneth: I also recommend you to read the terms and conditions that you agreed to when you and your husband created the account

[20:00:33] Kenneth: Thank you for your understanding.

[20:01:04] MommaMary83: I only redeemed the one free chip, and made the withdraw request from that free chip, the subsequent free chip requests were all declined

[20:02:11] Kenneth: You did but your husband also used free chips as I said over the phone both accounts share most of your information, including IP address, address, player computer, etc

[20:02:25] MommaMary83: if this withdrawl is processed i would gladly make a deposit to my account, however i am not going to deposit money into something that I stand no chance of ever getting anything back out of due to "red tape" and fine print

[20:02:27] Kenneth: You cannot use multiple free chips in multiple account within the same house hold...."

I am deeply sorry to confirm that Casino has voided your winnings based on the rules you have agreed on when opening your account.

Unfortunately 2 accounts have been opened from same IP, computer and same password which is not allowed.

Please keep in mind that as per casino rules: http://www.slotsofvegas.com/rules.php

"The Casino reserves the right to disqualify winnings in case the following incidents occur:

More than one active account at the Casino (unless given prior approval by management)"

"Unless the Casino management specifically gives prior agreement, welcome bonuses are limited to one promotion per Player, per family, per computer, per address."

Regards

< name removed >

Slots of Vegas Casino

• Representative

12 years ago

Dear Player:

I checked your account and your husband's as requested and did not detect any deposits made ever. I will be glad to ask slots of Vegas to provide me the chat transcripts of the conversations held with agent Kenneth.

Regards

< name removed >

ChickenDinner

12 years ago

Cindy-

Thank you for the response, however this is more of the same inconsistentcy in reasons for voiding the withdrawl attempt that caused me to make the initial post. I had been told previously, by a team member named Kenneth, that the multiple accounts did not matter because my husband and I each have our own accounts, which may have pinged form teh same IP address,but were seperate user names, on seperate computers, and contrary to your statement seperate passwords. Please keep in mind also that your staff has openly solicited deposits from both my husband and myself, which is blatently in violation of the Unlawful Internet Gambling Act of 2006, so while I may ultimately subject myself to limited penalties I will be sending this case to the respective US agencies for review so that they can begin an investigation into your companies activites, which I am fairly certain will lead to you at least temporarily closing down all of your affiliate sites. This is of course based upon the US Supreme Court ruling in the U. S. v. Scheinberg et al case from 2011 in which 3 seperate online casinos/poker rooms were permenantly closed down due to even allowing US based players the ability to play for "real" money.

Thank you for your time and giving me all of the reason I needed to report this place, like I knew I should have when my husband first brought up the idea.

Slots of Vegas Casino Complaint Stats

Resolved 581 / 603

Avg. Amount $3,124

Avg. Complaint Duration 16 days

Avg. Response Time 3 days

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Taking really long to get payed

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Slots of Vegas delayed payment

Amount 2004 - submitted april 17.

Denied needed update Id.

All docs were then uploaded and verified.

May 6th approved.

May 20th -10 business days still no payout.

Ticket submitted - up to 72hrs to respond per their site.

May 25th - follow up past 72hrs and they want to submit another ticket.

Credibility in question …

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I kept reaching out and getting run around by different people.

Then they started approving my withdrawals and taking them off my account, but never sending them to my Bitcoin account.

Then they erased all my previous transactions in my profile.

I am owed $5745 and have been told for two months every excuse not to pay it.

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Refused to wire winnings to a bank they recommend

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That’s got to be criminal.

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Withdrawals Delayed And Not Paid Since March

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At this time, I have multiple withdrawals pending that have been delayed repeatedly and have not been paid.

Several withdrawals have been sitting since March and April without being processed or completed.

These withdrawals have been delayed multiple times, in some cases four or more times, without clear explanation or updated timelines.

I have contacted support through chat and email on numerous occasions and have not received clear answers or resolution.

My concerns are:

1. Withdrawals are being delayed repeatedly without clear explanation
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3. Ongoing lack of communication and meaningful support

I am requesting:

- Processing of all pending withdrawals
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Past due Withdrawal Approval

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I submitted:

• the most recent full bank statement in PDF format for account ending in <removed>

• a recent water bill as proof of address,

• my passport as proof of legal residence,

• and my current driver’s license.

The statement I submitted is the original PDF downloaded directly from the bank's website. It is not a screenshot. It is the most recent statement, it is for account ending in <removed>, it shows transaction activity, and it shows a positive ending balance.

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They have also repeatedly told me the matter is being “escalated,” but nothing has been resolved. I have asked them multiple times to identify the exact defect in the statement if they are rejecting it, and they have failed to do so.

At this point, I believe they are improperly delaying my withdrawal by repeatedly demanding the same documents without a valid explanation.

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1. confirm receipt and acceptance of the documents I already submitted,

2. stop sending generic requests for the same PDF statement,

3. identify any actual specific deficiency if one truly exists, and

4. process my withdrawal immediately.

I have preserved the emails and records of my repeated submissions.

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