Slots of Vegas Casino - Os ganhos do jogador são confiscados.

"I am filing this complaint against Slots of Vegas because of misleading marketing practices and the refusal to pay my winnings after asking for a 'verification deposit'.

I received an email from the casino (personalized to my name) offering 55 Free Spins. The terms in the email only mentioned a 30x wagering requirement and a $100 max cashout. There was no mention of regional restrictions.

I played, met the wagering requirements, and reached the $100 limit.

When I tried to withdraw, the system asked me to make a 10 USD deposit in Litecoin (LTC) to 'verify my identity' and unlock the withdrawal. I did this, and the casino officially APPROVED this deposit (as seen in my transaction history).

After my real money deposit was accepted, the support now claims I am not eligible for the winnings due to regional restrictions found in their general Terms & Conditions.

I believe this is a predatory practice. If my region was restricted, the casino should have never sent me the promotion, and more importantly, they should have never accepted my 10 USD verification deposit after I had already won.

I am requesting the payment of my $100 winnings and the refund of my verification deposit ($13.48 total). I have screenshots of the email offer and the approved transaction history."

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have you filled out your casino profile before you started playing at this casino?
• Have you used any VPN or IP-masking software to alter your real location while accessing the casino website?
• Were you able to activate the free spins normally, or did you receive any warnings or notifications before activating this bonus?
• Please forward me the promotional email with the free spins at veronika.f@casino.guru.

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

Best regards

Veronika

Hello Véronique,

Thank you for handling my complaint. Here are my answers:

1. Casino Profile: I filled in my information during registration. The casino knew my location even before I started playing.

2. VPN: No, I didn't use any VPN. I connected normally from my actual location.

3. Bonus activation: I activated the 55 free spins normally. I did not receive any error or restriction messages during gameplay.

4. Crucial point: The casino allowed me to make a $13 verification deposit after my winnings. They accepted my real money even though they already knew where I was from. It was only after taking my deposit that a manager canceled my $100 winnings, citing my region.

I'm sending you the promotional email right away to your address veronika.f@casino.guru .

Thank you for your help.

Bonjour Véronique,

Merci de prendre en charge ma réclamation. Voici mes réponses :

1. Profil du casino : J'ai rempli mes informations lors de mon inscription. Le casino connaissait ma localisation avant même que je commence à jouer.

2. VPN : Non, je n'ai utilisé aucun VPN. Je me suis connecté normalement depuis ma véritable position.

3. Activation du bonus : J'ai activé les 55 tours gratuits normalement. Je n'ai reçu aucun message d'erreur ou de restriction pendant le jeu.

4. Point crucial : Le casino m'a laissé faire un dépôt de vérification de 13 dollars après mes gains. Ils ont accepté mon argent réel alors qu'ils savaient déjà d'où je venais. Ce n'est qu'après avoir pris mon dépôt qu'un manager a annulé mes 100 dollars de gains en citant ma région.

Je vous envoie l'e-mail promotionnel tout de suite à votre adresse veronika.f@casino.guru.

Merci pour votre aide.

Thank you for your email.

Could you please specify what your actual location is and which country of residence you chose during registration?

hello,

my country is France

Dear SamssBLV

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Peter (peter.c@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Hello there,

Thank you SamssBLV for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Slots of Vegas Casino for their help in resolving this complaint. We would like to know why the player's winnings were confiscated and what we can do to help resolve this issue.

Thank you!

Greetings all,

Not all countries or jurisdictions are allowed to withdraw on winnings from welcome chips. Only countries not allowed to play at all are generally blocked from coupon redemption mechanically. Believe it or not, when we block certain countries from redeeming them we get MORE complaints about inability to redeem than we do about not being able to cash out from non-allowed countries. People want to play them for fun, and also use them to test the casino and see if it is a good fit for them.

In the terms and conditions there is a link which will tell you what is valid or not valid in your country.

When you click it gives you a pop-up which specifies what you are eligible for in your country, you can see below that where I am sitting we are NOT ALLOWED to play with the casino and this pop-up makes that very clear.

But that is the simple long and short of the situation, the requested withdrawal was denied due to the country of the player not being eligible to withdraw on this type of bonus.

I will go ahead and see if there is anything further I can do to assist but that is the how and why of where we are sitting now.

Best wishes,

Nick and Slots of Vegas

Thank you for the update, Nick. Is there anything further you can do to assist here? Please keep me updated about any new developments.

Dear SamssBLV,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Peter
Casino.Guru