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I submitted a withdraw request several months ago, was offered the Express wired transfer filled out all the info send in my verification documents and have waited waited waited. The funds just went back to my player account

No explanation nothing... I have sent 2 emails to the slots of vegas customer service TEAM with no response. Help please.

Dear Jennifer,

Thank you very much for submitting your complaint. Have you at least received any confirmation from the casino regarding successful KYC verification? I am afraid you will have to go through this process, and I understand it must be frustrating, when the casino doesn’t respond.

Additionally, I would like to point out, that Slots of Vegas is one of the casinos which has long waiting payout times. You can read more about it in our review about this casino here:

https://casino.guru/slots-of-vegas-online-casino-review

„The whole casino group targets mainly United States and Canada. Because of this, all of the casinos in this group casinos share two specific traits – lower withdrawal limits per week and long waiting payout times. You should expect the first withdrawal to take a long time (in some cases even one or two months)."

„That being said, we advise all players considering playing with this group of casinos that they should be prepared for longer-than-usual waiting times. If you have the option, we recommend using Bitcoin or Neteller payments, which are more reliable and somewhat faster."

Thank you in advance for your reply. I hope, we will be able to help you resolving this case as soon as possible.

Best regards,

Kristina

Dear Jennifer,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Jennifer sent us an email:

"So I did submit my verification documents but no they never sent me anything in receipt of them. I was offered an express withdraw shortly after though at which time I submitted all my bank wire transfer info. I double checked with my bank to make sure all the info was accurate before submitting the info. I used the same bank account to deposit as I was requesting the withdraw be wired to. Then about 2 months later I noticed the money was back in my player account. This has actually happened twice. I won this money in December I think and have been trying to get them to pay me. They just ignore me and put the money back on the player account. This was my next step since they dont provide a phone number and don't respond to my emails. The live chat is pointless they just give a bunch of generic info and repeat phrases from their terms of service. Which states "withdraws are as easy as deposits "....my a$% that's a huge lie! Hopefully you can help"

Jennifer is experiencing problems with replying to this complaint, therefore we will post her email replies here.

"Also I wanted to know when you deposit to a casino using g your debit card and then request a withdraw to that same account what is there to verify? Seems like that wound be a given and a withdraw via wire transfer should be easy and fast. These casinos just use these excuses as delay tactics to keep peoples money. Well I have learned my lesson. I will never give an online casino a dime ever again. Either it's gone in 5 seconds or you cant get paid your winnings . They should be illegal. Because all they do is take take take that would be theft ."

Jennifer, most casinos verify payment method as well. The reason often is to find out whether players used their own funds/payment method issued in their own name.

I will now transfer your complaint to my colleague Zuzana who will be at your assistance. In case you still aren't able to submit response, please contact her here zuzana.r@casino.guru. Again, we are very sorry for the inconvenience.

Hello Jennifer,

I am very sorry to hear about your problem.

I would like to invite Slots of Vegas Casino to join this conversation and give us an explanation of why Jennifer's withdrawal has been delayed.

Greetings Kristina, Zuzana, and Jennifer,

Reviewing your case is an interesting read Jennifer. This has been going on since February is what I see, the casino requests the necessary documentation to complete your verification and payout details. You then insist that we shouldn't need it and thus here we are.

I will assure you, there are very good reasons for the verification process and every detail of it. Assuring that only you yourself can benefit from your account is our highest priority, in a perfect world full of honest people we wouldn't need to be so thorough but until then this is the best way to protect you and all of our players.

One of my team will be reaching out to you, please pay close attention to what he requests.

I understand from your previous communications that there are certain things you personally believe should not be required. In the interest of getting you paid as expediently as possible, just humor us and provide the complete details requested. Once we have your documentation confirmed and your payment method in place we should be able to move forward on getting you some cash in your pocket.

So let's get you paid!

Best,

Nick and Slots of Vegas

Additional comment from the player:

I tried again to reply and login to my account and failed. In response to slots of vegas, I HAVE submitted my verification documents several times actually!its my understanding that you cannot even request a withdraw until this has been done but was offered express withdraw twice. Both times I submitted my bank info and waited waited waited about 2 months later the money was back in my player account. This is what I have been telling you the whole time and no one is listening to me. And why all the sudden is this casino sending me emails when they have attempted no contact with me when I personally try to contact them regarding all this.

Dear Jennifer,

we highly recommend you to cooperate with the casino, the verification process is essential for a player to be able to withdraw.

Additionally sent your reaction to my email zuzana.r@casino.guru, if you still have a problem to reply in here directly. Thank you Jennifer for your understanding.

Greetings Kristina, Zuzana, and Jennifer,

I searched extensively in our system for any and all documentation, perhaps they were submitted from a different email address than registered or to the wrong internal email address. These things do happen. But I have access to every viable email account within the service system. If they were submitted to the requisite department from the registered email address I would have located them by now.

What I do locate is submission of certain documents, requests for completion, then an insistence that those should be enough followed by long periods of no response after the request.

Hopefully that is history, we will be following this to the bank if allowed. My man Alex has reached out and he will do whatever is within his power to make that payout a reality.

Best wishes,

Nick and Slots of Vegas

Additional comment from the player:

Again I'm unable to respond directly or access my account on the website. In response to the casino and your advise to cooperate with the casino.. I have cooperated with this casino .... I wasnt able to request the withdraw until my documents were sent in it wasnt even possible. Once I sent them there documents there was an express withdraw option in the cashier. Which tells me they infact DID receive my documents. I am repeating myself constantly and no one is getting what I'm trying to relay obviously. I had no option in the cashier to even request a withdraw, i was told to submit my verification documents after which there would be an option to request a withdraw. Shortly after i submitted my documents there was an express withdraw option available in the casino cashier withdraw section. So they had to have received my documents or the option to request the withdraw woukd not have been available to me as it was not prior to submission. I put in the bank info, nothing the money went back to o my player account. I checked all me emails and messages for communication from the casino as to why this happened nothing was there so i resubmitted thinking mabe i didnt complete the request. Again after about 2 months the money is back in the player account at which time I sent several emails to the customer service email and never received any response as to why this was happening. Which leads to this complaint. I HAVE DONE EVERYTHING THIS CASINO HAS ASKED AND HAVE HAD NO REPLY OR COMMUNICATION FROM THEM UP UNTIL THIS COMPLAINT WAS FILED AND THEY ARE TRYING TO SAY I DIDNT SUPPLY THE DOCUMENTATION THEY REQUIRE AND ITS BS. IM TIRED OF THE RUN AROUND AND THE FACT THAT THEY CONTINUE TO DODGE THE QUESTIONS AND CONCERNS THEY DONT EVEN ACKNOWLEGE THE FACTS OT ANSWER THE QURSTIONS I HAVE ASKED. IE..HOW DID I GET TO REQUEST IF ITS NOT POSSIBLE UNTIL VERIFICATION DOCUMENTS HAVE BEEN PROVIDED? IF SOMETHING WASNT CORRECT IN THE REQUEST WHY WASMT I CONTACTED? WHY COULD I NOT GET A REPLY TO MY OWN INQUESTS?WHY DID THE MONEY THAT I REQUEST GO BACK TO MY ACCOUNT WITHOUT SOME EXPLANATION? WHY WAS I NEVER SENT THE EMAILS WITH LINKS TO THERE VERIFICATION PROCESS IF THAT IS WHAT THEY REQUIRE AND TOLD TO JUST SENT THEM BY EMAIL? LIKE I SAID BEFORE THIS IS MORE DELAY TACTICS FROM THIS CASINO AND YOUR ORGANIZATION I THOUGHT WAS SUPPOSED TO INVESTIGATE THIS TYPE OF THING

 I DIDNT RECEIVE THE EMAIL INTIME TO AGAIN GIVE THEM MY INFO BECAUSE I DINT CHECK MY EMAIL EVERYDAY. CONVENIENT FOR THE CASINO ISNT IT TO SAY IM NOT COOPERATING . HOW MANT TIMES DO I HAVE TO SEND IN MY DOCUMENTS FOR THEM TO PAY ME? 5 ? 10 MORE TIMES? I AM BEING RIPPED OFF BY THIS CASINO AND WANT IT INVESTIGATED FURTHER. ITS THEFT!THEY GOT MY MONEY IN AN INSTANT BUT IS TAKING ME 8 MONTHS TO EVEN GET COMMUNICATION FROM THEM AND STILL HAVENT GOTTEN MY MONEY

Dear Jennifer,

We strongly recommend you to cooperate with the casino. If you give them all documents needed then the process can move forward. Obviously, the casino is willing to help. There is no other option then provide them with the necessary documentation, also documents need to be in good quality and right format.

Please avoid using Capslock as we consider it offensive and it's equivalence to shouting. I would like to ask you to reply to my email zuzana.r@casino.guru, not to my colleague Kristina, thank you for understanding. Hopefully, with your cooperation, we can close this complaint soon.

I ask both sides to write here if there will be any update.

Greetings Kristina, Zuzana, and Jennifer,

We have reached out and are attempting to resolve the situation, with a bit of patience and cooperation we should have this done and dusted in reasonable time.

But we can't do this without you Jennifer. Please try to put any misgivings you may have to the side and work with us so we can help you. As I said previously after searching our inboxes exhaustively I was unable to locate the necessary documentation, had it been available I would have seen to it that the documents we approved and we could move forward.

I assure you we have no interest in wasting your time (or our own), please be so kind as to respond to Alex's request and we should be able to get this train moving for you.

Best wishes,

Nick and Slots of Vegas

Hello,

may I ask both sides if there is any update regarding Jennifer's verification process?

Hey Zuzana,

Currently we are still waiting for the requisite documentation to complete the verification process.

Jennifer, please understand that none of this is personal, every player must complete the same process to qualify for withdrawal. Verification of identity is an absolutely necessary step in getting you your funds.

We are very much willing to look past the vulgarity, anger, and hostility as long as proper documentation is supplied. We would genuinely love to see you paid, please cooperate with Alex so we can make this happen for you.

Thanks,

Nick and Slots of Vegas

Hey all,

I am very very happy to announce that after much ado all the necessary information was received, the withdrawal request was approved, and payment went out a few moments ago to our 3rd party payment providers.

As a general rule once payment has been disbursed by the casino we are looking at 3-10 business days before it arrives in the account.

Just a bit more patience and all should be well.

Best wishes,

Nick and Slots of Vegas

Additional comment from the player:

Wonders never cease. I was paid $526 from slots of vegas. After 10 1/2 months and numerous frustrating emails it almost wasnt worth it. But the principle of it was what my true motivation was. I still have the same opinions as I did all along. There criminals stealing from people just in an unconventional way. They want people to get frustrated and give up. Keep the blinders on if you want but its crystal clear to me. These casinos should be shut down. Thanks for your help tho. I'm convinced I would never have seen that money had I not had your help. I know I'm a pain in the ass but I HATE being screwd around and played for a fool. Thanks again!

Jennifert 

After such a long time we are glad we can close this complaint as solved.