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I’ve been trying to withdraw my winnings since February 2022. I’ve given several bank accounts, even requested a check and they just keep denying and will not respond to emails

Dear Nathaniel,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?

Additionally, if there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru, or alternatively, post it here.

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

Best regards,

Kristina

No I have not been able to cash out slots of Vegas does not honor it and does not respond to emails. Here is a pic showing verified.

Thank you for your reply, Nathaniel. Have you accumulated your winnings with or without an active bonus? Could you please advise which withdrawal method/s have you tried to use?

Without out. The promo used was no bonus limit or cap nor any withdrawal caps.

Could you please advise which withdrawal method/s have you tried to use? How many withdrawal requests have been rejected so far?

I have tried thru my three different bank accounts wire transfer, I have tried just getting a check. I attached images in an earlier post

Thank you very much Nathaniel for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@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

Hello, Nathaniel,

I am sorry to hear about this unpleasant situation. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Slots of Vegas Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Slots of Vegas Casino Team,

Could you please explain to us the player's situation in more detail? What is the reason why Nathaniel cannot withdraw his funds?

Thank you in advance for providing the information.

Greetings all,

It is true that not all banks are capable of handling international wire transfers however it appears the Chase account you submitted most recently Nathaniel should hopefully suffice. We'll see what we can do to get things moving for you, if anything else is necessary one of my agents will be reaching out to you via email.

Best wishes,

Nick and Slots of Vegas

Thank you, Nick.

Dear Nathaniel,

Could you please tell me, when was the mentioned withdrawal request submitted (Chase)? Can you provide us with an update on your issue? Did the casino's Customer Support contact you?

I contacted them casino the other day. Asking why my claims keep getting denied. The chat agent said they contacted me needing proof of my chase account. They never did that ever. I sent them my bank statement, but still no update.

It is a standard process, the casino has to verify your payment method.

Could you please let us know once the casino replies to you?

It may be standard practices but no one notified me when I had to submit a different checking account. I've tried multiple banks they never notify me they need more info

They just deny every time

Dear Nick and Slots of Vegas,

Could you please provide us with a responsible contact (email) who can be directly contacted by the player and who could be at his assistance regarding the issue?

Greetings Branislav,

My deputy Anabelle has already reached out via email to assist. Check your email Nathaniel, Anabelle is very good at what she does and will help you through the process.

Best wishes,

Nick and Slots of Vegas

Hello all,

Thank you, Nick.

Dear Nathaniel,

Are you already in contact with Anabelle? Can you please provide us with an update on your issue when there is any news available?

I just did a search on my email and did find it but the email is telling me I cannot use Chase bank either

Hey Nathaniel,

Thanks for cooperating with Anabelle. Once again what you say is true, and apologies. The basic Chase checking account won't accept transfers from our 3rd party payment providers.

The good news is we got you approved for Bitcoin withdrawal, you got the necessary details to us, then we had your account updated and your withdrawal request reviewed and approved.

It should be going out to your crypto wallet soon (the next couple business days if not today), let us know when it comes in!

Best,

Nick and Slots of Vegas

Thank you. Once the notification comes in I will let you know.

Great to see good news!

I am extending the timer and providing the casino/its payment provider with a few more business days to process the payment.

Nathaniel, we are looking forward to hearing from you soon.

It still has not been sent by the finance team. Anabelle says 3-7 days, their withdraw page says btc is instant which the timeframe Anabelle gave me does not make sense.

Hello, Nathaniel,

The withdrawal process does not depend on the casino exclusively. The payment is usually processed by the casino's payment processor/provider. Therefore, it may take longer.

Let's stay patient and positive. As I stated in my last post, please, provide the casino and/or its payment provider with a few more business days to completely process your payment. At this point, I sincerely believe it should only be a matter of time before the payment comes to you.

I will keep this complaint open until your confirmation regarding successful withdrawal, or an update.

Please let us know as soon as you receive the payment.

It has been finally resolved.

Thank you, Nathaniel, for confirming and for using the Casino Guru complaint resolution centre. I am very glad you have received your funds.

As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Thank you, Nick and Slots of Vegas, for providing information and for your cooperation.

Best regards,

Branislav, Casino.guru