Complaint #36 Slots Village Casino

Continually delaying payment

By Lauren R.

7 years ago

Message on forum

I deposited at the beginning of this month and played back and forth a few times, eventually settling on an amount to withdraw. After 5 days, I saw that my withdrawal had been cancelled. This is also an important number, because you cannot withdraw over a certain amount if you have not deposited within 5 days. I contacted support and they informed me all I needed to do was to submit another Skrill screen shot(even after submitting one the previous month). I was frustrated, but did as they told(see email correspondence). I waited another 5 days and the same happened. My frustration grew - as this screenshot had to be resent 3 times, because apparently it was too small for the technical team to make out). So over 10 days had now lapsed and I knew I would have to submit a request and potentially wait another 5 days. I contacted support and they informed me now that the money I requested was not actually mine, because it was won from free spins. Now- this seems to be a regular trick they attempt, because it happened previously(see previous complaint). But I knew the rules now and had adhered to them. If you win money from a free spin, your withdrawal cannot exceed a certain amount and you have to have deposited within the last 5 days. Two problems arose from this- firstly, if they had processed my withdrawal when they should have, the 5 days would not have been an issue. Secondly, they have slot races which award you with free spins or cash(but they dont seem to have the same rules that apply to these free spins). So some of the winnings are purely from real cash withdrawals and a very small portion (i have checked each and every transaction on my player history) were winnings from free spins. In fact, I have taken screen shots of the history, where the free spins they speak of give some winnings, but I play it all back and end up depositing again- meaning my winnings are actually not from free spins at all.

I got tired of arguing with their support staff, and they told me I should be so lucky that I will be receiving R2000 of the R3750 I tried to withdraw as the rest of the winnings are void(I tried to explain that the bonus spins they are seeing on my account are spins from the races I won, but they dont seem to care). They told me all I had to do was leave the withdrawal pending and the money would come in to my account. That was on Monday( 4 days ago), I tried to contact the accounts department today, but I have not received a response. I didnt feel like another fight with this casino and had resigned to receiving almost half my winnings(this is how exhausting they are), but after receiving nothing, I cannot accept this.

I have attached all the correspondence I have saved. Please can I have some assistance.

Disputed Casino Slots Village Casino

Reason Declined payment

Amount R3750

Discussion

AskGamblers

• Support Team

7 years ago

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

lrosslee

• South Africa • 2 reviews

7 years ago

Thank you for resolving this. I received the remaining amount.

@AskGamblers Thank you for assisting me with this matter.

@Slotsvillage Please close my account.

Regards
Lauren

Slots Village Casino

• Representative

7 years ago

Hello,

Thank you for getting back to us.

Please note that we have provided the AskGamblers team with the required information. We have also received confirmation from the Accounting Team that they have decided to issue an extra payment for the amount of R1750 that the member should receive within maximum 24 hours.

We would like to remind the member that the VIP Level of the account right now is Basic, so any future winnings (during the time the VIP Level is Basic ) that will be issued from a free chip/spins/bonus will be withdrawable for the amount of R1000.

We hope that you will enjoy your winnings to the fullest and we rest at your full disposal should you need help with anything at all.

Kind regards,
The Slots Village Team

lrosslee

• South Africa • 2 reviews

7 years ago

Dear AskGamblers,

I would ask that you kindly read the complaint carefully and note that the winnings were in fact NOT from free spins. I provided you with that evidence.

Thank you

Slots Village Casino Complaint Stats

Resolved 20 / 20

Avg. Amount $313

Avg. Complaint Duration 5 days

Avg. Response Time 2 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