I have two requests for withdrawal from Slots of Vegas. Each one is for $2500. The first was requested on the 8th of May along with all the necessary documents. I did not receive any notice of a problem within their allotted 48 hours, so I believe all the paperwork was in order.
On May 24, 12 days after the request I sent an email to support requesting status of the withdrawal. Slots of Vegas sent an auto response with a ticket number for reference and a promise to get back to me within 48 hours. The next morning I noticed that half of the withdrawal request of the 8th was approved (minus the bonus amount) and the other half had been moved back behind the request made on the 15th. The balance is showing now that it was requested on the 25th. I contacted customer service thru chat, and was given bad excuses for why it was split and they suggested I call the VIP account manager and they provided his email address…which was wrong. My written request was returned several times before I sent it off to regular support. I sent an email 5/29 referencing the first ticket number and asked why they were splitting my payout. I also attached a copy of their rules for withdrawal which says nothing about splitting winnings and also promises to pay within an allotted amount of days. Again I received an auto response with a new ticket number and another promise to get back to me.
Today is the 30th and nobody has gotten back to me. Last night I decided to go ahead and play so I made a deposit and then contacted customer service thru chat requesting a no rules bonus, as I always do. I was told that my account had been restricted from using those bonuses anymore because I was a frequent winner and no longer need the help of their no rules bonuses. I was then abruptly cut off and followed up on it this morning. It was confirmed in a chat that upper management had restricted my account. The person helping suggested I take it up with them. I said thank you and I woud. Then I asked if she could follow up on my payout being split and she disappeared.
Please note that the second request, made on the 15th for $2500 (minus the bonus) is now over 10 days pending as well.
For the record, I also have a third request for withdrawal with their sister casino Cool Cat. That request was submitted on the 11th and is also still pending and not approved. I sent an email to their support and have received no response at all, That email was also sent on the 29th.
Any help you can give me in collecting my winnings as promised would be greatly appreciated.
626.642.8566 current phone #
p.s. I have copies of all documentation and will provide upon request. I didn't see a means of attaching it here. Thanks .