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I’ve been trying to get payout of winnings since early May 2022. We are now approaching late June 2022. My withdrawal requests keep getting rejected and I’ve submitted all required documents, more than once. I’m beginning to think I may never receive winnings.

Dear JessD,

Thank you for submitting your complaint. I’m sorry to hear about your bad experience. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you ever made any successful withdrawals before? Have you received any confirmation from the casino regarding successful verification?

Do you currently have any pending withdrawals?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

I have one pending withdrawal now, because I resubmitted the withdrawal request. It’s in the amount of $1129. No, I’ve never received any withdrawals. I have completed all verification.

Thank you for your reply, JessD. We always advise players to be patient and wait at least 14 days after requesting their withdrawals to see if requests get processed. Therefore, I would recommend that we wait to see if the casino finally processes your withdrawals.

I will keep this complaint opened, so please, let me know if there is anything new in the meantime. If your withdrawal gets canceled again, or it is not processed by the end of this time frame, we will intervene. Thank you in advance for your patience.

Good morning! Thank you for getting back to me. My withdrawal request was just denied again this morning. Should I resubmit for the 6th or 7th time? Please advise, thank you for your help!

JessD, have you accumulated your winnings with or without an active bonus? Have you tried contacting the casino regarding this issue? Please, forward all the relevant communication between you and the casino to kristina.s@casino.guru. Thank you in advance.

I forwarded screenshots from conversations that I had with support chat. Every time I reach out, it’s something different. At this point, I’ve done everything they’ve asked. More than once, more than twice. I can probably reach out to support again in a couple of days, and there will be a different reason. If there is some reason I don’t qualify or am not eligible, they are not communicating that to me. I purchased $100 worth of tokens, won $1129 - and the withdrawal process is impossible, I’m finding out. This is why I’m reaching out to you. I’m exhausted at this point (they are probably hoping I just give up or play out my winnings instead). The more research I do, I’m seeing several sources have them blacklisted, and I can understand why. Now that it’s too late.

Thank you very much JessD for your cooperation. I will now transfer your complaint to my colleague Tomas (tomas@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Thank you so much for your help Kristina! Hope you have a great weekend!

Hello JessD,

I will assist you with the complaint from now on. I went over your exchange with the casino support. I would like to ask the representatives of Slots of Vegas to join the conversation in order to help us resolve the issue.

Slots of Vegas,

Could you advise what is required from JessD, so that her withdrawal requests are not immediately cancelled?

Greetings all,

I have reviewed the situation and it looks like all of your necessaries are complete as of the 29th of June JessD. I'll see what can be done to move things along for you.

Best wishes,

Nick and Slots of Vegas

Hello all,

Thanks for the reply to Nick and Slots of Vegas.

Is there any update regarding the withdrawal requests?

Greetings all,

Just confirming that approval of the requested withdrawal went through on the 4th then payment was sent to our 3rd party payment providers on the 5th of July for disbursal as a physical check payment (the method of payment selected by the player).

Generally within 10 business days you will receive an email notification with the tracking information from the courier JessD.

Remember the check is for physical deposit only at a bank branch (not dropbox or ATM), and probably best not to mention online gaming to the bank.

Best wishes,

Nick and Slots of Vegas

Thank you so much for your help Nick and Tomas! I appreciate you both for taking the time to help get this resolved.

No problem, JessD.

I'll set the timer according to Nick's estimate. We'll keep the complaint open until your confirmation you received the check. Keep us updated. Much appreciated!

Hello, I just wanted to follow up to let you know that I have still not received any email confirmation with tracking information, and it has been a little over 10 days. Is there any update that can be provided? Please let me know, thank you.

Hello JessD,

Thanks for letting us know.

Nick and Slots of Vegas,

Any update you can give us regarding the situation?

Greetings all,

We have just heard back from our 3rd party payment providers that they are indeed experiencing delays with issuing physical checks for logistical reasons. I've been assured it will be sorted soon, hopefully they are issued and we see some delivery tracking information in the coming business days. If I receive any further update I will post it here.

Apologies and thanks so much for your patience,

Nick and Slots of Vegas

Hello all,

Nick and Slots of Vegas,

Has there been any news from your 3rd party provider?

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Greetings all,

Great news!

Tracking information for delivery of the physical check was issued via email yesterday, check your email JessD. You'll need to arrange with the courier for delivery if it hasn't arrived already.

Best wishes and thanks so much for your patience.

Sincerely,

Nick and Slots of Vegas

Hello,

yes, I am happy to confirm that I did receive the confirmation email yesterday with details and yesterday afternoon I also received the check via Fedex. The only issue I have is that in the email confirmation with instructions, it states that the check must be deposited within the first 30 days of the issuing date on the check. My problem with that is the check date is 7/6/2022 - it has already been over 30 days and I just received yesterday on 8/10/22. Please advise. I am happy to provide image of the check, as well as image of the email containing these instructions.

Hello all,

thanks for the update.

JessD,

Have you tried checking with your bank despite this? Let us know about the result. Much appreciated!

Good morning, I have deposited the check with my bank. Thank you for your assistance!

Hello JessD,

That's a relief! Thanks for letting us know. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.