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Slots Village Casino - Refusal to pay withdrawal, refusal to prove their accusations

RESOLVED

Complaint Info

Disputed casino

Slots Village Casino
Inactive user
Posted on January 7, 2020

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 .

Posted on January 8, 2020

Hello,

Please be informed that the account activity has been reviewed by our Security and Management teams and, since the funds were obtained from non-cashable free bonuses, as per the following rules on our Terms and Conditions page, the withdrawals could not be approved:

2.5.2. Bonus credits can be placed into a User’s Account as part of a marketing campaign. These credits cannot be withdrawn or paid out, but they must be used for the placing of bets in the manner stated in the respective rules of different marketing bonus campaigns.
3.9. Bonuses offered by our casino are intended for genuine recreational players only. Abuse of any bonus offer will not be tolerated. We reserve the right to investigate, cancel, suspend or lock any account if bonus abuse is suspected. At our discretion, all bonuses and subsequent gaming activity may be revoked and voided, and deposits returned.

Furthermore, had the bonuses the player used been cashable, according to the Banking page of the website, a deposit would still have been needed in order to be able to cash out, as per the following rule:

You can cash out winnings from free bonus money if you have at least a minimum deposit of AUD $25 made in the last 5 days before placing the payout request.

Considering the aforementioned rules of the website, the account has been disabled and all deposited on the account have been refunded. The refunded deposited amount will reach your account within maximum 10 business days.

We appreciate your patience while this situation was looked into and we are at your full disposal should you need any further information regarding the account.

Regards,
Slots Village

AskGamblers
Posted on January 8, 2020

AskGamblers Complaints Team has been provided with enough information and evidence on behalf Slots Village Casino management in regards of this complaint to 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 Complaints

  • 20 of 20 resolved
  • 1 day avg response
  • 4 days avg complaint life
  • 313 USD avg amount

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