Slots Villa Casino - 選手の退場が遅れました。

I've been waiting for over 3 months for cashout, I used bonus and wagered over 1k of what I was supposed too. And they still refuse to pay me out even after asking for my 34character bitcoin address among other repeated requests which I have screenshots of everything.

Including my kyc verification, proof of address, bitcoin address, wager completed etc. They say the same thing everytime I contact them via customer support or email..."Wait and be patient".

How patient am I supposed to be 120 days?

This casino treats their online customers like we're actual bots and not human. Their behavior is very irresponsible imo

If someone from casinoguru's resolve team can help me I would be more than appreciative of your assistance.

[I'm having issues uploading documents here, maybe email me so I can further assist with documented evidence]

Hello PiSpinWin,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Slots Villa Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when is your account fully verified? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello Nick

I will be happy to provide you with as much information as possible

I was fully verified on April 9th I say nearly a month after my first withdrawal request as to the casino having issues with my uploaded documents.

Yes a bonus was used it was my first time playing at the casino. I last spoke to the casino yesterday after some time before that. I wanted to see if I were even more patient than before without bothering them would I actually see a payout, and of course no it didn't happen.

Are we able to email you personally? If so can you please email me at my personal email provided with my account

Hello PiSpinWin,

I do not completely understand what account do you mean. Could you please forward the communication between you and the casino to nikolas.b@casino.guru?

Will do

Hello PiSpinWin,

No e-mail arrived from you yet. Please note that we will be forced to close the complaint unless you forward the requested information within the next 7 days.

Dear PiSpinWin,

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 hello Nick

I sent the required information from a different email. In the email I stated it was me as to not leave you confused from a unknown email.

If you can delete this email below as soon as you read it please do: don*****@live.com

Dear PiSpinWin,

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.

Hey Nick

I sent requesteed docs from donnellmoss@live.com to nikolas.b@casino.guru

Thank you PiSpinWin, the e-mail has been located. I will now forward your complaint to my colleague Tomas (tomas.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Ok ty but unfortunately when I tried to login to this casino it now shows an error screen stating that this casino does not acccept U.S. players. Of course they don't lol

Hello PiSpinWin,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Slots Villa Casino to join the conversation and participate in the resolution of this complaint.

Dear Slots Villa Casino,

Can you please provide an update on the payment status?

Thank you.

Kind regards,

Tomas

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’ which may negatively affect its rating.

Dear PiSpinWin,

I'm currently trying to get in touch with the casino's representatives internally, so I will extend the timer by another 7 days to see what can be achieved.

Thank you for your patience.

Kind regards,

Tomas

Hi Tomas

Ty for your consistent effort in helping me to resolve this issue. Hopefully we can come to a positive and fair solution

Dear PiSpinWin,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Tomas