Complaint #34 Slots Village Casino

I can't withdraw my money and account disabled with no reason

By anastas l.

7 years ago

Message on forum

Dear AskGamblers,

I have requested a withdrawal of 3'025 Eur in Slots Village and casino and after more then 3 weeks of delay they just disabled my account and didn't processed my withdrawal.
Below is the way this went:
- I have been playing online casino games for more than 7 years and wanted to find a new online casino in which to play. I found some casino whom looked nice to play and among them I found also Slots Village Casino. I started to play with their bonus money and I liked their games. With the bonus money I didn't made any withdrawable winnings.
- I made a deposit of 25 Eur on my account and with the money that I deposited in their online casino I had some winings.
- I had seen their required documents for the verification process in order to make withdraws so I sent all the necessary documents to them and they approved all the documents within the time frame. Until now all was good.
- I requested a withdrawal of about 3'000 Eur and after 72 hours (their pending time) the money appeared again in my account without any notice or explanation from them. I asked to their online chat why had this happened and they told that I had to send a screenshot of my Skrill Account (the withdraw method that I decided to use). This was not requested at their original set of documents for verification, but ok I sended it to them and after a week when the document was approved I requested the withdrawal again.
- After their pending time I saw that the money were again in my casino account (again no notification or explanation by them). So I went again and ask to their Online chat. This time (after they said me the previous time that the skrill account screenshot was the only required document) they requested me to sign a credit/debit card voucher (even though I had never used my card for deposit/withdrawal and they already had all the info re-requested). They assured me that this was the last document required for the verification.
- I sent the required document and after their verification process ended I requested again the withdrawal (during the pending time I continued to play as I never requested the full amount of the money that I had on the account). The usual story again, after pending time ended the money were back in the casino account with no notification or explanation and me asking the online chat.
- This time after the pending time I tried to log in to my account but they had disabled it without any notification or reason.
- I sent them an e-mail and their response was as follow:
"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.

Your current pending withdrawal was approved for 100 euros since the winnings are made from free bonuses and that is how much you can withdraw according to your VIP level.

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

I have made the winnings from my deposit and not from the bonus. And also as you can see they give no explanation at all for the reason of the termination. At this point I don't want either to be in a business relation with them, but for sure I want All my winnings to be paid to me as I have not won them with their bonus but with My Real Money that I have deposited on their casino and they accepted them directly.

So they had excuses after excuses to delay the payment and when they had finished all the tricks they just decided to not close my account and not give me all my winnings. This is unacceptable and possibly can be called a robbery.

In case they don't pay me all my winnings at least they Must be added to Blacklist of casinos. SlotsVillage casino and the whole group under they operate (Winward Casino Group). The same thing has happened to me also in their other casinos of the group, but I only learned it this week that they all operate together and in the same fraudulent way.

Disputed Casino Slots Village Casino

Reason Declined payment

Discussion

AskGamblers

• Support Team

7 years ago

Upon the information and evidence provided on behalf Slots Village Casino management within their latest post, AskGamblers Complaints Team confirm and justify the casino actions.

Based on the above, AskGamblers Complaints Team consider this case as Resolved and it is now officially closed. In case of a disagreement with our decision we remind player that further assistance on this matter could be requested from the relevant regulatory body.

Slots Village Casino

• Representative

7 years ago

Hello,

Thank you for getting in touch with us.

Please note that we looked into it and found that your account has been permanently disabled by our Security team due to inconsistencies related to the following rule in our Terms and Conditions:

2.1.12. Each User is allowed to open only one account. Use of more than one account per physical User is known as “multi-accounting”, which is strictly prohibited. Upon discovery of a User with multiple account, all affiliated accounts of the User will be immediately cancelled including the cancellation of any transactions of the multiple accounts.

Due to the fact that you had more than one account open on the website, our Security team had to close the accounts in question.

Thank you for your understanding in this matter.

Kind regards,
The Slots Village 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 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