Slot Madness Casino - A retirada do jogador está atrasada devido a problemas de jogo.

I redeemed a $45 free spin voucher on slotmaddness.com which had a required playthrough through amount of $1350. I played for quite awhile and hit a couple bonuses back to back which came out to the sum of $590.99. Apon hitting the bonus my account showed that I had no more playthrough amount left. I waited a couple days before going through their withdrawal process and verifying my account. After depositing $10 in Litecoin according to their instructions. I attempted to withdraw the amount. Which I will also add you are not allowed to withdraw until the playthrough amount is gone like you can't even press the button. They declined the withdrawal. So I contacted customer services and asked what was the problem. They proceeded to tell me that I had not completed the playthrough amount. I know I did complete it because I was watching it hopeful that I might be lucky enough. They could not provide any evidence that my account has not completed the playthrough requirement. When I asked as to why my account shows that I have no playthrough if I still had playthrough left they could not provide an answer. They kept saying because I tried to withdraw it that the playthrough was erased or whatever. But it didn't show any playthrough left because if it did I wouldn't of even been able to request a withdrawal.

Dear carlosrandolph66,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’ve encountered with Slot Madness and the issues regarding your playthrough requirements and withdrawal process.

To help us investigate the situation further and mediate the issue, could you kindly provide more details on the following:

• Can you share any screenshots or communication with Slot Madness customer service that show their responses regarding the playthrough amount and the withdrawal issue?
• Did you receive any specific reason or evidence from customer service about why the playthrough was erased when you tried to withdraw?
• Were you given any indication during your gameplay or withdrawal process that the playthrough requirements were not met?
• Could you confirm the exact date and time when you attempted the withdrawal and when you received the response from customer service?

If you have any relevant communication or documents, please feel free to forward them to me at petronela.k@casino.guru.

Your cooperation in providing these details is essential for us to proceed with the case and work towards a fair resolution. Without your input, we will be unable to move forward in addressing this issue effectively.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

No I wasn't shown any evidence that playthrough had not been completed by customer service. When withdrawing it showed I had no more playthrough amount if it did I wouldn't have been able to request a withdrawal.

Hi carlosrandolph66,

I wanted to check if the issue you’re facing with withdrawing your winnings might be related to the maximum cashout limit for the free bonus you received. According to the casino’s terms and conditions, all free bonuses have a maximum cashout of 1x the bonus value, with a minimum of $50. Additionally, any free chips valued below $50 have a cashout limit of no more than, nor less than, $50.

You mentioned in your first reply that you redeemed a $45 free chip. In this case, it may be that your cashout is being limited by this condition. I recommend that you request another withdrawal for $50 to comply with the casino's terms.

Please take a moment to review the full terms and conditions here: https://www.slotmadness.com/terms-conditions.

I hope this helps clarify the situation. Please feel free to reach out if you have any further questions.

Dear carlosrandolph66,

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.

So I did as you suggested and tried to withdraw $40. They only gave me $11 and voided the rest of my winnings the $590.99

Thank you very much, carlosrandolph66, for providing all the necessary information. 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 your issue is resolved to your satisfaction in the near future.

Hello, carlosrandolph66,

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible. However, please note that the fact it was not possible to request a withdrawal did not have to be caused by not meeting the wagering requirements but rather by not making a verification deposit at the time you checked it earlier. However, let's ask the casino for more details.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Slot Madness Casino team,

Could you please explain the player's situation in more detail? Why have the user's winnings been confiscated?

Is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

Thank you.

Greetings all,

Initially the requested withdrawal was denied as the playthrough had yet to be completed on the funds in question, the funds have now been played to zero by the player so unfortunately there is nothing that can be done to assist. The account confirmation deposit has been refunded and that's pretty much the end of our story here.

Best wishes,

Slot Madness

Thank you very much for your response and the update.

Dear carlosrandolph66,

Can you please confirm your disputed funds were completely lost by playing at the casino, and that the casino refunded your confirmation deposit?

Thank you.

Dear carlosrandolph66,

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.

Unfortunately, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime. However, it will be impossible without the requested information.

Thank you very much, Slot Madness Team, for providing information and cooperation!

Best regards,

Branislav, Casino.Guru