Complaint #390 Slots of Vegas Casino

$1,000 Wire Transfer Withdrawal Request But Only $300 Check Approved

By Brittany L.

8 years ago

Message on forum

I deposited $200 and used Coupon Code 350VIP (No Rules, VIP 350% match Bonus, no max cash-out, no wagering requirements) which made my account balance $900. I played slots and keno for the an entire day winning over $10,000 throughout the day. I checked to see what amount i was able to withdrawal and it showed i was eligible to withdrawal the full amount of my balance. However. I decided to continue playing and withdrawal later. The next day was pretty much lost all of my winnings and had a little of $1,000 left so i requested my first withdrawal of $1,000 via wire transfer. but kept playing even though it showed i could withdrawal and requested a wire transfer withdrawal of $1,000 on 3/7/18. On 3/14, I contact customer support to get a status on my requested withdrawal which i was informed it was declined due to missing documents. I was never contacted previously to be informed that my request was declined and that i need to complete the required documents. I was sent a link via chat to complete a "credit card Agreement form and told to email the completed for and requested documents to the address on the form. I did exactly that and emailed it on 3/14/2018. Then, i requested my withdrawal of $1,000 via wire transfer. On 3/22/2018, I noticed my withdrawal request was no longer showing on my account which previously showed as pending. i contact customer support via chat and was informed that my withdrawal request was approved and i would received it within 3-7 business days. On 3/26, I contacted customer support regarding my withdrawals since a had recently requested another withdrawal the day before. During the online chat, they confirmed my first withdrawal had been approved and I can expect to receive the funds on April 11th. Below is the chat transcript from 3/26.

Chat started on 26 Mar 2018, 11:12 PM (GMT+0)
(11:19:25) Jason F: Is there anything else I can help you with?
(11:20:15) Brittany: yes I've been waiting for a withdraw to hit my bank account for the last week
(11:20:43) Brittany: I requested one withdrawal for $1,000 about 3 weeks ago maybe 4 and then another withdraw for 2500 this past weekend but nothing has hit my bank account yet
(11:20:51) Jason F: Let me check that for you.
(11:24:02) Jason F: this request made on 3/25/2018 7:05:19 PM ($2500.00) is pending yet it takes from 10 to 15 days to be approved. The one you made on 3/22/2018 8:43:14 AM was approved now it is in the phase called processing. it takes from 3 to 7 business days there then you will receive your money from 3 to 7 business days more.
(11:24:39) Brittany: So what exactly should I expect to see the money in my account, in another week?
(11:28:04) Jason F: Your request should be delivered on Aprill 11st.

A few days later, on 3/28 I decided to login via computer rather than through my phone app to review information regarding my requested withdrawals. I was shocked to find the following transactions listed.

3/22/2018 8:43 Check Withdrawal Approved! ($300.00)
3/22/2018 8:42 Check Withdrawal Requested ($300.00)
3/22/2018 8:42 Manager Withdrawal Approved! ($700.00)
3/22/2018 8:42 Manager Withdrawal Requested ($700.00)
3/22/2018 8:42 Wire Transfer Withdrawal Declined $1,000.00

Apparently my $1,000 wire transfer request was declined on 3/22 and then a $700 Manager withdrawal request was approved and a $300 check request was approved. However, I was never informed or contacted regarding the change in payment method nor was I informed of this when i talked to customer support on 3/26. I had no information regarding the manager's withdrawal approval and have no idea what that information represented. I know for a fact and have screen shots of my requested withdrawals showing my withdrawal-able amount available and even took a screenshot of my account which showed bonus amount of $0.00 and playthrough of $0.00 before I submitted my request. I felt that it was time to call customer care but there was no answer so I left a voice message and also decided to send an email to customer support at "help@slotsofvegas.com" regarding the information showing on my account and requesting a status and more information regarding my withdrawal account activity which i included in the email.

Today is April 2nd and i still have not received a call back or an email back regarding this information.

Disputed Casino Slots of Vegas Casino

Reason Delayed payment

Amount $3937.5

Discussion

AskGamblers

• Support Team

8 years ago

Dear @BrittanyCLane,

Please confirm if the issue has been resolved. Keep in mind that in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly.

Thank you for your cooperation.

Slots of Vegas Casino

• Representative

8 years ago

Hi Brittany--

I apologize for my slow reply--my father passed away last week, so I had to take a bit of time off.

The only fees we charge on our end would be service fees. We did charge you on your first withdrawal, but we have waived them for the balance of your withdrawals. Any other fees incurred would be coming directly from the bank--not us.

Here is the summary of your payments:

4/16 Paid $1500 + no Fee Wire III transaction #71731817
4/13 Paid $2150 + no Service Fee Wire III transaction #71540144
4/4 Paid $287.50 + $12.50 Service Fee Wire III transaction #70775889

At this time, there are no further withdrawals pending either approval or payment.

I wish you all the best,

Tawni

AskGamblers

• Support Team

8 years ago

AskGamblers Complaints Team have been informed that Slots of Vegas Casino representative will not be able to respond to ongoing complaints until Monday 16th of April, therefore the time frame is being extended with another 96 hours.

BrittanyCLane

• Minnesota

8 years ago

Additionally, I verified my first wire transfer was received however, it was only for $257.50 not $287.50. Can you please tell me why I received $30 less than what was previously approved and processed by sots of vegas according to the above response I received? originally I was expecting $1,000 which was reduced to $300 after bonus deduction, then reduced to $287.50 for service fees, then reduced to $257.50 for god know's what and now I received a $16 charge on my account from my bank for processing a foreign wire transfer.

This is absolutely ridiculous especially when we are limited to requested withdrawals in $2,500 increments. That means I have to pay $60 (possibly more) for every withdrawal I request in order to receive my winnings?!?!

The issue I have is that I was informed and then reassured of the amount in which I would be receiving ($300) therefore that is what I was expecting, give or take a few dollars for fees but not $58.50. Why can't this information be provided up front??

Can you please go through my pending/approved withdrawals and provide me the total fees I will incur for each transaction so i can budget my finances accordingly?

If you could please help me out by pushing my approved withdrawals through to the processors so I can receive the remaining funds as soon as possible, I would greatly appreciated it.

Looking forward to hearing from you soon.
~BL

Slots of Vegas Casino Complaint Stats

Resolved 581 / 603

Avg. Amount $3,124

Avg. Complaint Duration 16 days

Avg. Response Time 3 days

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Amount 2004 - submitted april 17.

Denied needed update Id.

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May 25th - follow up past 72hrs and they want to submit another ticket.

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I kept reaching out and getting run around by different people.

Then they started approving my withdrawals and taking them off my account, but never sending them to my Bitcoin account.

Then they erased all my previous transactions in my profile.

I am owed $5745 and have been told for two months every excuse not to pay it.

Very frustrating!

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Refused to wire winnings to a bank they recommend

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The only thing I can do after giving them thousands of dollars is to just play my winnings until they’re exhausted and then close my account.

That’s got to be criminal.

How many bank accounts am I supposed to open? My credit score has gone down because of this, and my card was compromised because of this site.

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Withdrawals Delayed And Not Paid Since March

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At this time, I have multiple withdrawals pending that have been delayed repeatedly and have not been paid.

Several withdrawals have been sitting since March and April without being processed or completed.

These withdrawals have been delayed multiple times, in some cases four or more times, without clear explanation or updated timelines.

I have contacted support through chat and email on numerous occasions and have not received clear answers or resolution.

My concerns are:

1. Withdrawals are being delayed repeatedly without clear explanation
2. Payments are not being processed within the stated timeframes
3. Ongoing lack of communication and meaningful support

I am requesting:

- Processing of all pending withdrawals
- A clear and accurate payout timeline
- Resolution of all delayed payments

I am seeking payment of all funds owed and immediate attention to this matter.

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Past due Withdrawal Approval

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• the most recent full bank statement in PDF format for account ending in <removed>

• a recent water bill as proof of address,

• my passport as proof of legal residence,

• and my current driver’s license.

The statement I submitted is the original PDF downloaded directly from the bank's website. It is not a screenshot. It is the most recent statement, it is for account ending in <removed>, it shows transaction activity, and it shows a positive ending balance.

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At this point, I believe they are improperly delaying my withdrawal by repeatedly demanding the same documents without a valid explanation.

I am requesting that Slots of Vegas:

1. confirm receipt and acceptance of the documents I already submitted,

2. stop sending generic requests for the same PDF statement,

3. identify any actual specific deficiency if one truly exists, and

4. process my withdrawal immediately.

I have preserved the emails and records of my repeated submissions.

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