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Casino Complaint Denied Withdrawal

Discussion in 'Casino Complaints - Bonus Issues' started by byrnsie, Nov 16, 2017.

    Nov 16, 2017
  1. byrnsie

    byrnsie Registered

    Location:
    Australia
    Deposited amount on the 02/11/17 of $25 with a bonus code. I played continuously for approximately 13 hours continuously checking my play through. On Saturday 03/11/17 morning my account balance was $700. Went to withdraw and was advised that I had to send documents for verification. On the 7th of November with issues still arising with my documents I deposited a further $25 with the bonus weeklymatch. I played the amount through and did not touch the $700 originally in my account. I am aware now of my honest error that I should not have deposited again until the $700 was finalised. I am a loyal player and stupid me thought I was doing no harm as this was my preferred casino. Going into the following weekend beginning on the 11th still documents not verified I played with the $700 during that weekend. Monday morning the 14th again I played with my account balance $700. I was roughly around the $500 balance quite aware that my documents may not require verification I had a win of $1250 . Being currently out of work I immediately seized playing. My account was at $1800 US dollars. During that Monday I played my account down to $1700. On Tuesday morning the 15th slotocash security informed me my documents have been verified. I withdrew the amount by bank wire. That evening a email from slotocash financial team advising me my withdrawal has been declined due to depositing on the 7th with a other bonus and I was only entitled to $344. Where they have plucked this amount from is beyond me, and why on a small win where my documents required my withdrawal should have been straight forward. Secondly through out the time why was my account balance sitting at $700. On the 7th with my second deposit why wasnt the bonus added to my $700 balance and only added to my $25 deposit. To me this appears to be double standards. Thirdly my $1250 win was a outright win with no bonus used at all. On the Monday or through out the 2nd to 16 th of November why was not my balance adjusted accordingly. On Thursday morning 17th I contacted the casino and asked to be placed through to a supervisor and after at least 5 mins I was transferred to a deadline. I called back and low and behold I was not answered and a recording advised me all staff were currently busy. 3 times this occured. To me straight away something is not right. I have been in managerial positions myself and you are trained in customer complaints. Please can you assist me as I feel i have been duped. I have played with many casinos and the ones I built up trust with were stopped by Australian laws to operate in our country. I thought I chose a honest casino with slotocash but I am now questioning my judgement. Please help
    Regards Wendy Byrnes
     
  2. Nov 16, 2017
  3. Jono777

    Jono777 Meister Member CAG mm4 mm1

    Occupation:
    Self- Employeed
    Location:
    Wolverhampton
    On this occasion This is the only help I can offer.

    Sure others will chime in now though :thumbsup:
     
  4. Nov 16, 2017
  5. KasinoKing

    KasinoKing WebMeister & Slotaholic.. CAG MM PABnonaccred webmeister

    Occupation:
    House-Husband and Casino Advisor
    Location:
    Bexhill on sea, England
  6. Nov 16, 2017
  7. ed skull murphy

    ed skull murphy Trollish behavior - quit the forum

    Occupation:
    N/A
    Location:
    Albion
    That is exactly what happened to me at 24vip, carbon copy. From now on I stick to the bookie sites. All the rigmarole i've had from these tinpot outfits is not funny, my time is too valuable.
     
  8. Nov 16, 2017
  9. paul7388

    paul7388 Meister Member MM

    Occupation:
    not a lot
    Location:
    glasgow scotland
    No idea where they got the figure $344 from. Without knowing the particular bonus you took and if it had special terms its hard to tell.

    But the rest i get. When you have an active bonus and wagered it and have a balance you are not allowed to redeposit and take another bonus.

    Terms are quite clear.



    9. . A promotion cannot be used in conjunction with any other promotional offer or existing account balance. If you happen to redeem bonuses on top of an existing playable balance, any winnings will be voided and original deposit reimbursed in your account. All promotional offers are only available to those players to whom the offer was issued directly by the casino. Promotional offers by email are for the intended recipient only and cannot be transferred.
     
  10. Nov 16, 2017
  11. ed skull murphy

    ed skull murphy Trollish behavior - quit the forum

    Occupation:
    N/A
    Location:
    Albion
    But it isn't clear, once your cash is in the withdraw queue it should no longer be treated as a playable balance. It is welching, pure and simple, and welchers will not get any more business from me.
     
  12. Nov 16, 2017
  13. paul7388

    paul7388 Meister Member MM

    Occupation:
    not a lot
    Location:
    glasgow scotland
    From what i read his money was not in a withdrawal queue it was still in his account. They also have terms stating you cannot claim more bonuses while you have pending withdrawals anyway.

    So whether its morally right or wrong the fact is that until you have your withdrawal processed and balance zeroed out you should not be takingmore bonuses .

    Not saying i agree with way casino works but the terms are there and easy enough to find. Maybe they contradict themselves a bit in terms but its
    still easy enough to get the message that you are not allowed another bonus.
     

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