Complaint #302
Slots of Vegas Casino
Withdrawal process unfair and taking too long
8 years ago
I made 2 withdrawals for a wire transfer at slot of vegas on 8-15-17 in the amounts of 2500.00 - the limit allowed and the remaining 550.00 I had. I took screen shots with my phone to prove my withdrawal requests. on 8-15-17 the confirmation numbers or request ids of the withdrawals were 2557488 for 2500.00 and 2557489 for 550.00 at 3:50:09 pm. I talked to someone thru online chat and turned in my documentation they said I needed to complete I asked if they needed any bank info since I had requested a wire transfer they said no. I heard nothing from anyone other than an automated email stating they received my withdrawal request. On 8-18-17 I went to the site to check the status of the withdrawal only to see my request had been cancelled and not by me. I contacted support who asked if I sent my documents required and I said yes just look back at the previous chat and youll see I asked what all I needed so he advised me to submit again so I did id numbers 2561605 for 2500.00 and 2561607 for 550.00 at 10:47:56 am. I hear nothing until 8-22-17 I receive an email from support saying my documents were incomplete and told me what they needed and they cancelled my withdrawal requests yet again! I had to resubmit withdrawal requests - request id numbers 2567753 for 2500.00 and 2567754 for 550.00 on 8-22-17 at 9:43:52 am. Within 4 hours of getting email and responding stating ill send what is needed right away - which I had to go to a branch of my bank to get proof an old bank card I no longer have or use that I had used in the past - almost a year ago - was in fact mine and send it which I did. on 8-23-17 I received an email stating my documents were complete and verified. I contacted support almost everyday to check the status since I did not receive any emails or notifications and it shows nothing different at the site, support gave me a different answer each time and it wasn't until 8-29-17 almost a week later that anyone from support tells me I need to submit eft instructions to a total different email address than where documents were sent which I had asked if that was needed in the beginning, finally on 8-30-17 I speak to a manager thru online chat - I only ever received an voicemail when trying to call 800 number and never once received a call back from messages I left nor a response the many times I tried to email - the manager told me it would be at least 10-15 business days from 8-22-17 for them to review and approve any withdrawal requests then another 10 business days for funds to be sent which is completely unacceptable when it is sent by a wire transfer. I asked would they be sent on same day, if not which amount would be sent first he said he did not know and he told me he did not have an idea of when I could expect anything then in the very next response to me he said he understood my frustration but to be patient we were almost there and the withdrawal dept would be reviewing my request. I replied I apologize but you just told me you don't know at all when that will be so you can't know if I am almost there or if it will be approved and deposited his response was it takes 15 business days for withdrawal dept to review request today is the 30th so we are almost there. I said that is the 12th of next month at the latest and considering I initially requested the withdrawals on the 15th and they were cancelled twice without me knowing or being notified I would say that is extremely unfair to me especially since you can take my money right away but when I win and cash out I do everything I am told - even though I had to contact support daily to constantly check the status or obviously I would never have any request still pending. the entire experience is extremely unprofessional and poorly ran. why in the world would someone continue to go there if that is the way they conduct business? I am very unhappy and unsatisfied with this experience and still in completely clueless of if or when I may receive the money I won fairly that is owed to me. Nothing has been resolved and I cannot receive any solid answers from anyone that I may actually have contact with.
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