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I encountered issues with the communication regarding my withdrawal. Despite submitting all required documents in July 2023, each time I inquire about my payout, they claim to research it, then ask if I've sent my documents. There's a lack of clarity on the status or any discrepancies. It seems they may not have a record of our previous conversations, and my emails might not be reaching them directly.

Dear inchikchan,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious casinos take KYC lightly and it might take a few working days to complete this thorough process. 

• Have you been informed what specifically seems to be a problem in verifying your account?
• Were your winnings accumulated with or without an active bonus?
• It appears that you are encountering a similar issue across multiple casinos. Is there anything you can think of that might be causing difficulties in verifying your account with all these gambling establishments?

If there's any relevant communication, please forward it to petronela.k@casino.guru.

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

Best regards,

Petronela

I'd like to take it back as it is not yet July, and upon verification, I found that it is August 30, 2023. My concern is regarding cashing out at the casino. The website has successfully verified my cards and other details, granting me approval to proceed with cashing out. However, the casino itself may have additional verification requirements.

In my understanding, the casino won't allow me to cash out unless I am verified. I decided to wait for a month, anticipating potential delays in the process. On September 23rd, while playing on Slotsofvegas, I recalled having payouts from Slotmadness. This prompted me to contact the BPO team.

To my disappointment, on September 23rd, the casino credited back my money without providing any email or notice about the verification issue. I promptly supplied my JPmorganSOA (credit & debit) and verified the cards in use. Subsequently, on October 25th, they again credited back my money, revealing that I cannot use Bitcoin, which I understood, and I continued to provide information for a wire transfer.

Despite repeatedly sending the required documents and completing necessary paperwork, each time I contacted them, they asked, "Have you sent your docs yet?" I suspect there may be an issue with their email system or a secured box for receiving important documents.

After submitting my JPmorgan information, they informed me a week ago that my wire details are not eligible due to low activity. However, I pointed out that I predominantly use credit cards, as indicated in the provided SOA. I suggested using my Wells Fargo details, given my successful ACH transactions with other companies in Florida.

Last night, I encountered further discrepancies in my account. Throughout this process, my experience has been unpleasant, with only a few individuals being helpful. Despite multiple escalations, I haven't received any clarification on whether I am fully verified or if there are issues with my wire information. I've accumulated over 10 reference codes for escalated cases and which was brought to my attention during a recent conversation with Mr. Jordan H******.

During my discussion with Mr. H****** on December 18th, he mentioned that my account balance was -$2. Upon reviewing my statements, I cannot find any evidence of a negative balance.

To further illustrate, I have attached a transcript of my conversation with Mr. H******, where he indicated the negative balance. Additionally, I have sent multiple emails with screenshots of my statement of account, and none of them displayed a negative balance.

I am genuinely puzzled by this discrepancy and concerned that there may be a misunderstanding or miscommunication. I would appreciate it if you could help me with this matter further and provide clarification to all other casinos. I just want my payouts. My hos is javier but i barely get a chance to chat him due to my full time work. all BPO told me only my host can expedite my case. see transcription below:

[2023-12-12 04:03:00] [Javier T*****] You documents are complete now, I will make sure on the wire details with the finance Manager, and will have details fro tomorrow.

(So im happy that im verified, somehow last night i chat to one of the VIP manager. transcript below.)

[2023-12-18 19:11:58] [n68jfzoag7] I just need a help from a right person live to work on my payouts. It is upsetting that none of y'all wants to. Literally I played fair game spent money but hard to get my winnings.

[2023-12-18 19:12:55] [Jordan H******] At this time for Slot Madness you need to provide statement with active transactions and normal balance. Not in minus or $2. But put there some funds.

[2023-12-18 19:13:42] [n68jfzoag7] I'm confused im not negative on my SOA

[2023-12-18 19:14:30] [Jordan H******] If you have some account with good transactions history and active balance. Positive balance. You can confirm details and send bank statement now on chat here. I will forward it and we can wait for updates by tomorrow, our team will review it

[2023-12-18 19:16:17] [n68jfzoag7] Sir please see attached file

[2023-12-18 19:16:33] [n68jfzoag7] Uhm where is the negative there?

[2023-12-18 19:17:31] [Jordan H******] Ending balance is $2

[2023-12-18 19:17:37] [Jordan H******] That was not accepted. And I have mentioned it above

[2023-12-18 19:17:54] [Jordan H******] But let me check this one once again

[2023-12-18 19:17:58] [Jordan H******] Is this different?

[2023-12-18 19:19:04] [n68jfzoag7] The is my SOA on my bank acc

[2023-12-18 19:19:40] [Jordan H******] Send to me details . Attach with bank statement please. I will forward to our team for review and to update Slot Madness account.

Thank you for your prompt attention to this issue, and I look forward to resolving this matter swiftly.

-JOY

I provided the ff:

US passport

US driver's liscence with a star note

JPMorgan SOA (credit and debit)

JPmorgan wire infos

WELLSFARGO SOA (credit card and debit) (where they claim i have -2$ but i do not see that in my acc tho.

WELLSFARGO wire details

and i still have not heard from Ele finance manager.

javier told me my docs. are good now but i still dont see any improvement with my case.

i have payouts through

Slotmadness

Club player

Silveroak

Slotsof vegas

Ruby slots

Sunrise Casino

• Do I understand correctly that verifying the payment method seems to be the only obstacle standing between you and your winnings?

Thank you.

Dear inchikchan,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

yes ma'am.

Jan. 01, 03:43 am

Wire Transfer Withdrawal approved

Requested 2023-12-07 10:30 am

$-500.00

Jan. 01, 03:43 am

Manager Withdrawal approved

Requested 2024-01-01 03:43 am

$-500.00

I understand it will take 7-10business days. I will wait until i hear from them (if i hear anything from them).

attached file are the rest of my payouts and i am still waiting from them.

Hi inchikchan,

• Could you kindly provide the bank statement for the payment method you utilized to add funds to your casino account? The statement should contain all transactions from the deposit date up to the present.

Thank you.

I did provide them with everything. My documents now are good the issue is I filed this since 11NOV2023 and it is still pending. They only processed 2 payouts for now.

Hi inchikchan,

• Could you kindly provide us with the same bank statement that you sent to the casino?
• When did you receive previous payments and how much is the remaining amount to be withdrawn from your account, please?

Thank you.

Im slowly recieving payouts. They said my docs are good to go.

Thank you

Hi inchikchan,

Gret news. Please keep me informed about any further developments.

Thank you.

Update: Out of 4 filed payouts only 1 hit in my acc/.

Thank you very much, inchikchan, for providing all the necessary information. I will now transfer your complaint to my colleague Dominika (dominika.l@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 in the near future.  

Hello inchikchan,

This is Dominika and from now on, I will be taking care of your complaint. I have reviewed your case and I would like to invite Slots of Vegas Casino to join the conversation and participate in the resolution of this complaint.

Dear Slots of Vegas Casino,

Can you please provide an update on the status of the player's withdrawal requests?

Best wishes,

Dominika

Casino.Guru

Thank you for the information. Please continue to keep us updated on any developments while we are waiting for the casino to reply.

Greetings all,

A payment was sent to our 3rd party for disbursal as a wire transfer yesterday January 29th, as a general rule we are looking at 3-10 business days on arrival once paid by the casino to the 3rd party. I see there are additional withdrawals pending approval, let me know when the issued funds arrive and we can move forward from there.

Best wishes,

Nick and Slots of Vegas

Thank you for the update, Nick and Slots of Vegas.

Dear inchikchan, please let me know as soon as you receive the first payment, or in case there is anything new.

Dear inchikchan,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.