[Resolved] Slotocash locked me out. Read this!

[xstud]

Greetings,

I have been patient with Sloto. They have been very kind and courteous going through some technical glitches I had and posted in my other thread. I have been a member of Sloto since the Rival days and in the past 10 days I have deposited probably close to 1k and had my account verified. I have received VIP bonuses which I was very happy about. Today 4/10/12 I received a random 40 dollar free chip which was great. I was logging on later in the afternoon to make a deposit. Well of course what happens. I receive this message

"You are not allowed to log in. Please contact customer service for more information"

I did exactly that since this is not the first time I have received this message. Here is the chat transcript that followed.

A chat operator will be with you shortly.

You are now chatting with 'Eva'

Eva: Welcome to Casino Support. My name is Eva. How may I assist you today?

you: hello eva, I am trying to log into the casino and again I am getting an error

you: it says

you: "you are not allowed to log in. Please contact customer service for more information"

you: my account is *snip*

Eva: Hello

Eva: May I please have your account username (login) or email address?

you: *snip* is the e-mail

you: I have been through so many errors and I really like playing here

Eva: Just a moment please, while I look into that for you.

you: but its like every other day I either can't log on or my account is locked or something similar

you: for the record. yes I am using the password ******

Eva: Brody unfortunately the accounts were closed by manager decision

you: why?

you: I have played with you guys since you were only a RIVAL casino

you: in fact the VIP department just gave me a loyalty credit earlier today

Eva: This is a final decision if something will change we will get back to you

you: can I speak with a manager?

you: I even talked with Georgina on casinomeister

Eva: Unfortunately the manager is not available at this moment

you: and you can't tell me why my account was closed?

Eva: Unfortunately I don't have this information

you: do you know the name of the person who closed my account so I can acknowledge them on casinomeister?

Eva: I'm really sorry if the manager will change his mind we will get back to you

__________________________________________________________________________

So in summary, I am now wondering would I have even been paid had I won? I have never charged back with the sloto group. I had an issue with sportsbook.com years ago that was brought up with customer service and cleared up. I was told as recently as 2 days ago by their VIP department after giving me 20% cash back that I was a "valued customer". Is this how valued customers are treated? I lost my money fair and square which is fine, but I was going to go to make yet another deposit and now I have the ever lasting question "Would I have been paid?".

I have pm'd Ms. Sloto. This is completely insane taking my money the past 10 days and then closing my account. Sorry for the rant. I am just a little pissed off at the treatment even after dealing with software issues that I was more than patient with.

 

[xstud]

I would further like to add that I have not been hostile in any way shape or form with any of these reps or this casino. For those that may be wondering.

 

[harrys99]

This sounds very frustrating and upsetting. Think you should go back if you can and remove your email address though. Surely someone here can help you sort this out.

 

[chuchu59]

Xstud,

If you had won you will be paid without hassles as long as you had not committed fraud.

If it were a managerial decision to close your account you must contact ms sloto who will look into it and she will either reopen it for you or at least explain the reasons for the closure. It does seem strange though that they offered a VIP bonus while simultaneously locking your account. It is also possible that there are tech glitches with Sloto and Desert Nights as I encountered problems logging into the latter 2 days ago.

Casino management is normally poor among all the current operators bar 32Red and 3 Dice with one hand not knowing what the other is doing. A faction of the casino may offer promos wheras another may decide you are a bonus abuser . Was it CW ? In any case, I believe ms sloto owes you an explanation.

 

[Nifty29]

Contact mssloto.

She will sort it out one way or the other.

If you aren't satisfied, then you can submit a PAB. You should note, however, that CM will never demand an operator re-open an account....it is their perogative to choose their customers.

My advice is to cease posting until you receive a reply from sloto.

 

[butterflyboogie]

I agree, ask mssloto, however if all is on the up and up if they allowed the player to deposit 1k in 10 days and there was no problem taking the money, then why is there a problem now? Nifty, I agree with you about the PAB, however if they won't open his account back up, he should be refunded. Can someone tell me...why is there NEVER a problem when a casino is taking your money (not this particular casino) however I have read in the forums this happening on several occasions.

 

[xstud]

Just a FYI for everyone. I asked sloto support (RIVAL SIDE) and I have been a member since 2008 depositing not consistently but a depositing player.

I don't plan on PAB because like I said, I lost my deposits. I just don't feel comfortable having my accounts locked after they have all my personal information and it just really makes me wonder since I have never withdrawn from sloto what could I possibly have done? I am a losing player and sent in my documents for the first time last week which were approved. Also, since all I have done is lost, by locking my account is that them saying they had no intention on paying if I had won?

Again, Ms. Sloto was terrific with my other issues. The livechat support I have talked to have not been horribly bad to talk to and I have found most to be rather friendly. We will see what happens, but if sloto does not want my money I guess I need a new home.

 

[Nifty29]

I agree, ask mssloto, however if all is on the up and up if they allowed the player to deposit 1k in 10 days and there was no problem taking the money, then why is there a problem now? Nifty, I agree with you about the PAB, however if they won't open his account back up, he should be refunded. Can someone tell me...why is there NEVER a problem when a casino is taking your money (not this particular casino) however I have read in the forums this happening on several occasions.

Well the op lost his $1k fair and square, and there is no evidence to suggest that they wouldn't have paid.

In no way is the op entitled to a refund IMO.

 

[butterflyboogie]

I understand Nifty, however I can't help but to wonder why a casino doesn't have any problems when one is depositing, then after several deposits, or worse, when one is able to cash in, the account is locked? It seems you have been around here for awhile and it also seems that people value your input; in your opinion, and knowledge from what you have seen in the past, is there generally a reason for this?

 

[P.V.]

I understand Nifty, however I can't help but to wonder why a casino doesn't have any problems when one is depositing, then after several deposits, or worse, when one is able to cash in, the account is locked? It seems you have been around here for awhile and it also seems that people value your input; in your opinion, and knowledge from what you have seen in the past, is there generally a reason for this?

In all fairness he said he just sent in his doc's, this might be the pickle, not sure.

OP - Can you show where they were approved?

Sure I'm grabbing but this seems to interact with the withdraw request and might be the reason for locking the account.

 

[maxd]

Thread title changed to better reflect the content of the OP's post. The original was "Slotocash now an accredited casino? Read this!" Since this apparently has nothing to do with Accreditation the change seemed appropriate.

 

[Sloto]

Hi xstud, this is the same issue as before that I PM'd you about, based on information security had on you, your account was blocked. I decided to overide this decision but forgot to add a comment, so your account was blocked again. Now fixed

Ms Sloto

 

[maxd]

@xstud: can you confirm that this has been resolved?

 

[chuchu59]

Hi xstud, this is the same issue as before that I PM'd you about, based on information security had on you, your account was blocked. I decided to overide this decision but forgot to add a comment, so your account was blocked again. Now fixed

Ms Sloto

Players rightly feel aggrieved when they are playing normally and suddenly locked out without warning or notice. I undrerstand you have to make these decisions but players shouldnt need to find themselves locked out and thenlooking for answers.

 

[xstud]

I can now log in again and the issue appears to be resolved. I do want to note however this is the 2nd time in a week this has happened and I have been a member of the sloto group since 2008. I do give extreme credit to Ms. Sloto on quick response times. I just feel the issue in question was with the sportsbook.com group that I had several years ago (2006-2007) is pointless, they let me play at their casino group for 4 years (again not a consistent depositor) but suddenly in 10 days after a run of good luck and bad luck this becomes some huge issue.

I would highly highly advise if anyone has an issue with this group go DIRECTLY to MS. Sloto here. Unfortunately, as you saw from my chat transcript it will likely save you a considerable amount of frustration.

I will also add, I am a little nervous and will hold off on making a deposit for a few weeks at the very least due to these issues.

 

[Sloto]

I take full responsibility for this one! Security follow procedures based on information they have and only management can overide the decision, I took that decision as xstud is a valued member but forgot to update the comments!

Ms Sloto

 

[weesie]

I have been locked out by sloto (RTG) as well. They said I have multiple accounts, which I don't. I had the same problem when they were Rival. Several people from my other forum did as well. That was a problem with all the Rival back then. Every time you opened an account with a new Rival, you were accused of multiple accounts and had to go through the hassle of trying to make them understand "different accounts-different Rival casinos".

With the new RTG version, they said I had multiple accounts, I did not know you could log in with your Rival id.

I got that fixed and then they locked me out again. This time saying I was a security risk. It was something about a problem I had with other Rivals (not them) with the now defunct e-wallet-express. I fixed the e-wallet problem but, they are still holding it against me.

But, I am not going to go round and round with them, there are plenty of other casinos willing to take my money and let me play. I spend about $750 a month(not a lot)........... win some, lose some. The way I see it, it is their loss.

 

[Sloto]

weesie, if you want me to look into this issue I will gladly help just pm me your username. Our security team follow procedures and if there is financial evidence relating to chargebacks then accounts are usually closed unless there is a genuine reason for such action. I appreciate you created a new account due to not realising your old account had been integrated into RTG and your account should not be closed for this reason. At the time of launch we admit to making some mistakes but will always try to rectify the problem as we value all our members.

Best Regards

Ms Sloto

 

[silcnlayc]

weesie, if you want me to look into this issue I will gladly help just pm me your username. Our security team follow procedures and if there is financial evidence relating to chargebacks then accounts are usually closed unless there is a genuine reason for such action. I appreciate you created a new account due to not realising your old account had been integrated into RTG and your account should not be closed for this reason. At the time of launch we admit to making some mistakes but will always try to rectify the problem as we value all our members.

Best Regards

Ms Sloto

This is true. I also created an account at sloto when I got an invite to come play at their new casino platform not realizing or being told that they integrated my information from the old casino. I tested my old login and it did not work. For some reason before I made my first deposit I had a very strange feeling and asked live chat about this new account vs the old account and , sure enough, I should NOT have created a new account ike it said to do. It was taken care of quickly by live chat by disabling my old account from Rival Sloto.

All was taken care of very efficiently at the time of inquiry.

.

 

[butterflyboogie]

You know, I did the sane thing...signed up as a new player because it was said to do it that way. I thought the group was bought out by someone else and they wanted us all to "start over". I have had my documents approved (haven't had a cash out yet) but hopefully everything is ok. Man it is so easty to do something innocent and it be the wrong thing after all. Anyway, that being said Ms Sloto seems to be in top of things and cares about the players. Kudos Ms. Sloto.

 

[Tirilej]

Yes I believe we keep her busy

I had my Rivalaccount closed 1½ years ago, and it has just been reopened.
I so miss playing at a Rival and to finally have one that's accredited means a lot

Now I just have to found out how long it takes to get a payout to Neteller. If it takes more than two days, then it's nothing for me anyway. It's not their fault if my character is low, so I have to watch out for myself

 

[vinylweatherman]

weesie, if you want me to look into this issue I will gladly help just pm me your username. Our security team follow procedures and if there is financial evidence relating to chargebacks then accounts are usually closed unless there is a genuine reason for such action. I appreciate you created a new account due to not realising your old account had been integrated into RTG and your account should not be closed for this reason. At the time of launch we admit to making some mistakes but will always try to rectify the problem as we value all our members.

Best Regards

Ms Sloto

Surely EVERYONE knows about the EWX issue, and this should NOT be held against players where casinos got screwed over by EWX and the US banking systems. EWX just vanished with the money, and unlike other DoJ seizures, there has been no sign of any process of negotiating a return of the money still held on account to customers.

Rather than players involved with EWX having to constantly watch their backs for life, the bad data itself created by this incident should be qualified or removed so that it no longer affects the players.

There is also evidence that the chat rep was obstructive, and would not allow the matter to be escalated to management through proper channels. Is there a "do not allow escalation" policy on such account locks?