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
Regards Wendy Byrnes