Complaint #9 Slots Village Casino

Not honoring a bonus, poor customer support

By Euphoided

11 years ago

Ok, so today I received an email for a free 50.00 free chip in my email. It says all I need to do is come to your website, and in the HELP chat section give them this code GET50SVL, and it would be credited as a bonus to my account. Well I went to your website, signed up, and the system automatically gave me 25.00$ deposit, which I did not ask for. I also asked CELINA the first person I talked to about this and she said no problem, use your 25.00$ bonus, and if I wanted to use the 50.00 bonus, it was fine, but would not be cash-able unless I made a deposit. I told her I understood and played that 25.00 bonus out. Then when I went back into chat I get HUNTER. Hunter was sarcastic, non-empathetic, ignored my problem, and then had the nerve to tell me how to manage my time during the day. Being in customer service myself, and after gone through this with your company, I could not let it go, and wanted to inform you of my ABSOLUTE dissatisfaction with my first experience here. Calinda was GREAT. I liked her, and had Hunter not been a variable in this at all, I would probably be on with my day. But no I am sitting here rambling on about it due to my utter dissapointment in my first dealing with Slot Village

I made a copy of my chat with Calinda, and Hunter, made screenshots of the email, and this webpage. If I do not hear back from someone within 24 hours, I will post it to a number of Online Casino forums with my very very negative review. However if someone takes the time to take me seriously... even though I am not a depositing customer YET... then I will feel better about it. Shouldn't you handle potential customers, just as well as your other customers? Yes you should.... It's good business, and people wont need to take time out of their day to slather this kind of thing all over the internet. I WOULD MUCH RATHER BE POSTING A GREAT REVIEW FOR SLOTS VILLAGE.

Disputed Casino Slots Village Casino

Reason Bonus not given

Amount $50

Discussion

Slots Village Casino

• Representative

11 years ago

Dear AskGamblers,

The SlotsVillage Casino Team would like to apologize to Euphoided for this unpleasant event and to also thank him for sharing his experience.

Feedbacks are always appreciated as they help SlotsVillage Casino improve and also set things straight when something happens and prevent them from happening again, just as Euphoided said .

Regards,
SlotsVillage Casino Team.

Euphoided

• Victoria

11 years ago

Yes this issue was resolved! Someone contacted me right away and gave me a very nice free chip to play with.. apologized for the entire event, and I feel great about it. It is unfortunate that I had to be in the situation I found myself in, but I think sharing the experience can help prevent these kind of things in the future. Thank you also askgamblers!!!

Euphoided

Slots Village Casino

• Representative

11 years ago

Dear AskGamblers,

Thank you for bringing this to our attention.

SlotsVillage Casino values its customers and their feedback.
We want to assure Euphoided that this situation is being thoroughly investigated. Our assessment will be ready by tomorrow.

Regards,
SlotVillage Casino Team.

Slots Village Casino Complaint Stats

Resolved 20 / 20

Avg. Amount $313

Avg. Complaint Duration 5 days

Avg. Response Time 2 days

Slots Village Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 10 out of 10 complaints in this category have been resolved.

This operator's average complaint duration is 5 days, while the average duration across all operators is 8 days.

Slots Village Casino Complaints

See all complaints for this casino

Refusal to pay withdrawal, refusal to prove their accusations

Will not payout, i played 5th street races, asked the help line about using bonus money made from using my own money on the free spins races. They said it was good to use. Over 3 months, i made over $3200, paperwork was all verified, requested a $250 withdrawal, was rejected and account closed. " Hello,please be informed that our Management Team has decided to bring our business relation to an end, and to permanently close your Slotsvillage Casino account.

Please keep in mind that also your winnings were voided as per our rule:

2.5.6. Casino reserves the right to withhold or otherwise decline or reverse any pay-out or winning amount or to amend any policy in the event that there is reasonable suspicion that a User is abusing or attempting to abuse any of the following: (i) bonuses; (ii) other promotions; or (iii) specific policies or rules determined in respect of an existing Game or a new Game. Casino retains the right to determine absolutely that such an abuse has taken place; also, if Your activity in Our Online Casino, by itself, is not abusive, but Your activities in other online casinos in addition to our Online Casino, taken as a whole, constitutes abuse of Our bonuses, promotions, policies or rules.

Also your deposit of AUD 60 was refunded ans should reach you in up to 10 business days.

Kindly note, this decision is final and irrevocable. Thank you for your understanding in this matter.

We wish you the best of luck in future endeavors." i responded with this email, " I do not understand , why have you closed my account? i am a pensioner and a registered wildlife carer , i was hoping to use any money i was lucky enough to win to help feed animals that are orphaned, especially since the Bushfires here in Australia have killed so many. I am a player on Planet 7 Oz casino and have never had a problem. Jevse72. I enjoyed playing the races on other casinos like jackpot 7 but i did not like the rebuy in that was allowed. All i can assume is that seeing i was lucky enough to have won money playing your 5th street races and i had a good run, you just are refusing to pay money. You expect people to lose , not win. I played exactly as your rules stated to play and also as your help chat said to play. You have completely blindsided me as to why i have been Closed. Your rule you showed , 2.5.6. , " reasonable suspicion " means to never have to pay any winners. Can you have the Decency to tell me what this " reasonable suspicion " is about? J

They sent back ," Hello,

We hope this message finds you well.

Please note that the account has been closed as per management decision following a complete review of the account activity, in accordance with the aforementioned Terms and Conditions of the website.

The account unfortunately cannot be re-enabled and any balance present on the account at the time of closure has been automatically frozen by the system.

Your deposit was also refunded and should reach you in up to 10 business days.

We apologize for any inconvenience caused and we appreciate your understanding in this matter.

Have a great day!". Not once have they given any evidence that i broke any of their rules, and i asked their chatbox for directions and followed completely. As far as i can see, they just did not want to pay out as i only deposited once and they made no money from me. I broke no rules as to what their on Chatbox Personal told me to do .

Resolved

Account closed with no further explanation

I’m very appreciative that I found this site because I have hit the brick wall trying to resolve this issue! Couple emails between slotsvillage support and myself and total silence no response at all with any explanation is on what grounds specify is my account blocked first balance of approximately $556 frozen and then shortly after account cancel and funds vanished????? I will kindly forward all the emails between us and that was only way of contact so you can see yourselves of pure robbery on they behalf. It is much easier for you guys to see what went on instead me trying to explain here and missing parts ... If you have any additional questions please free to ask I’ll be happy to provide. Thank you for taking time to looking into my case.

Regards, Nenad < surname removed >

Resolved

2 months and still waiting for my withdrawal

My name is < removed >, I have been waiting for my withdrawal from Slots village for more than 8 weeks, I was told by live chat numerous times that I would receive it any day now but I haven't received any thing from Slots village they owe me 135$ and I am in desperate need of it please ask gamblers help me to resolve this issue because I can't log into my account anymore or get into contact with them.

My username is: < removed >

Thanks so much for your assistance

Resolved

$135

Unable to access account, withdrawal of $2,650 still unpaid

I never understand what is actually going on with Slots Village Casino.

I come across this Slots Village Casino and found out that there are offering a 100% cashback for first deposit. I have a live chat with their customer service and seems that they are reliable. So, I deposited USD2,000 and taken their 100% cashback offer.

Their assured me that there is no game restriction and no minimum wagering required. Therefore, I played slot, and table games. My balance moves from USD2,000 to as low as USD100 before I hit a number in Roulette and bring my balance back. After a couple hours of playing. my balance reached USD2,650 and I make a decision to cashout.

After uploading all the required documents, I placed a cashout of USD2,650 and being informed by their system that cashout need 5 days processing days which is fine for me..

After approximately a week, I login to my casino account and wish to check on the status. To my BIG surprise. the page shows ERROR 1009 The owner of this website (www.slotsvillage.com) has banned the country or region your IP address is in (MY) from accessing this website.

I immediately contacted their support. Well, it seems that their support still deny and saying everything is fine. Until I print screen and show to them, now, they are saying there is a technical problem. After more than 10 emails to them asking for status, there is no reply at all. My own deposit and winnings amount is still there and they no even take care of what the player concern at all.

If Slots Village Casino does not intend to accepts real player from my country Malaysia, they should denied my access at the very first time like other online casinos are doing. Well, now they denied my access, no updating of status and even holding my legitimate deposit and winnings.

I am sincerely looking for immediate help from Askgambler.com to contact them and refund me all my deposit and winnings. Thanks you so much!

Resolved

$2,650

Withdrawal Cancelled and intentionally delayed

Please , i need help, i was scammed by Village slots, they gave me 25 spins and i waggered them and i was told to deposit atleast $10 prior withdrawal , after depositing $16 i was told to send documents for verification, i sent my ID which was clear and 3 months bank statement that has my Physical address, i was told i was verified just after sending them, i was told to withdraw, i made withdrawal request, it was pending for like 5days(which was more than their recommended review period) i checked my Account i found that they cancelled the withdrawal, i asked their accounting department what was the reason for cancelling, they told me i had to submit the Ecopayz ID for me to get my money, but i keyed it in during the withdrawal in the first place, i took the screenshot of my ecopayz showing my ecopayz accoung ID, i sent them, they told me my withdrawal will be reviewed 2 days from that time, fine, i waited for 2 more days, and there was nothing, i sent them an email asking why did i not get anything, they said they have had technical errors, that was where i realised i was scammed, even now i still have not gotten anything, please help me get my money back, village slots scammed me. And i do not think they deserve to be licenced since they are defrauding innocent people through their intentional delay of payout through unnecessary excuses.Please help me.

Resolved

$100