Slots of Vegas Casino - 選手の退場が遅れました。

I was approved for the withdraw on 9/28 and still haven’t gotten my funds

Dear Cstohr,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Do I understand correctly that your winnings were accumulated from Free Spins?
• Have you redeemed any free bonuses from this casino in the past?
• Was your account fully verified?

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 emailed do I need to respond here too

Let me know if you need me to go back further in my transactions to help this case.

I do apologize but I haven't received any email from you. Could you please advise if you sent your reply to petronela.k@casino.guru? Thank you.

I sent it again

petronela.k@casino.guru

that’s the email I have used

cry*********r@yahoo.com is my email

Do I understand correctly that your winnings were accumulated from Free Spins?

I can’t remember it was over a month ago this was my first time winning and cashing out with them 

Please see with draws 

Have you redeemed any free bonuses from this casino in the past?

Have I played free spins yes before 

Was your account fully verified?

Yes

Thank you for responding and for forwarding the emails. Based on the attached screenshot, it appears that your winnings were exclusively generated from Free Spins, and you have previously redeemed free bonuses. I have checked the general terms and conditions, and this is what I found (here):

Players cannot redeem multiple free bonuses consecutively. If you have redeemed one No Deposit Bonus and are subsequently offered another one, a real-money deposit needs to have been made in the interim for you to be eligible to withdrawal the second No Deposit Bonus.

All No Deposit Bonuses are subject to the Wager Requirements and Maximum Withdrawal Limits listed above.

Please understand if that's the case, we won't be able to assist you in receiving your winnings.

Are you sure ? Based off the second photo they approved the withdraw though ?

Here is a more detailed list of the withdraws

I don’t think I violated the agreement and it shows that they denied the withdraw then a manager approved it

Thank you very much, Cstohr, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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 there,

Thank you Cstohr for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Slots of Vegas Casino for their help in resolving this complaint. We would like to know what happened to the withdrawal and what can we do to help resolve this issue.

Thank you!

Thank you! Please let me know why I can do to get this resolved . I appreciate your help

Dear Cstohr, the casino representative has provided me with evidence that you have multiple consecutive free chips with no history of deposit until the account confirmation deposit. This is unfortunately against the rules of the casino and therefore your winnings won't be eligible for withdrawal.

Due to this reason, the complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.