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Hi,

I met the wagering requirements with the bonus money. (Bonus without deposit) At the cash desk I can also withdraw the money. However, when I go to payout this text appears:

Your Withdrawal Cannot Be Processed.

We are sorry to have to inform you that your request cannot be processed. This could be for a number of different reasons, which we have listed below:

You have not met the playthrough requirements associated with the bonus that you redeemed.

The amount you requested as a withdrawal was not enough to cover the amount of your non-cashable bonus.

You played games that you were not allowed to play with the bonus that you redeemed.

You have redeemed multiple chips and have to make a deposit with us.

Make a deposit

All withdrawal requests are subject to our Terms and Conditions .

In spite of repeated reminders, I have not received an answer to my request from support for exactly what the problem has been for over 2 weeks.

Hallo,

ich habe mit dem Bonusgeld die Umsatzbedingungen erfüllt. (Bonus ohne Einzahlung) Bei der Kassa steht auch das ich das Geld abheben kann. Wenn ich jedoch auf auszahlen gehe erscheint dieser Text:

Your Withdrawal Cannot Be Processed.

We are sorry to have to inform you that your request cannot be processed. This could be for a number of different reasons, which we have listed below:

You have not met the playthrough requirements associated with the bonus that you redeemed.

The amount you requested as a withdrawal was not enough to cover the amount of your non-cashable bonus.

You played games that you were not allowed to play with the bonus that you redeemed.

You have redeemed multiple chips and have to make a deposit with us.

Make A Deposit

All withdrawal requests are subject to our Terms and Conditions.

Auf meine Anfrage beim Support was genau das Problem ist, bekomme ich trotz mehrmaliger Erinnerung seit über 2 Wochen keinerlei Antwort.

Dear Wolfgang,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please send us a link of the exact bonus that you have redeemed? I need more information in order to move further with this case and would like to check out the bonus T&Cs. Thank you very much in advance for your reply.

Best regards,

Kristina

Thank you very much Wolfgang for your reply. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Wolfgang,

I looked at your complaint and will do my best to help you. I would like to invite Slots of Vegas Casino into this conversation. Can you specify what exactly happened and why player can’t withdraw his winnings?

Greetings Viliam, Kristina, Wolfgang,

In order to qualify for a withdrawal request the complete player verification documents need to be on file in the player's account.

I requested a link from our verification provider, please check your email and complete the online and manual portions of the verification process. Once your documentation is complete and updated in your account you should be able to make a request for withdrawal.

Best,

Nick and Slots of Vegas

Wolfgang, try to proceed as Nick advised and let us know if it worked.

Hallo,

obwohl ich alle Dokumente gemailt habe, kommt nach wie vor folgende Meldung wenn ich eine Auszahlung beantrage:

Your Withdrawal Cannot Be Processed.

We are sorry to have to inform you that your request cannot be processed. This could be for a number of different reasons, which we have listed below:

1.You have not met the playthrough requirements associated with the bonus that you redeemed.

2.The amount you requested as a withdrawal was not enough to cover the amount of your non-cashable bonus.

3.You played games that you were not allowed to play with the bonus that you redeemed.

4.You have redeemed multiple chips and have to make a deposit with us.

Make A Deposit

All withdrawal requests are subject to our Terms and Conditions.

BR

Wolfgang

Did you try to check your email and verify your account, please?

Yes, I verified everything.

Ja habe alles verifiziert.

Dear Casino,

Player states that he is fully verified. Could you tell us current status of withdrawal request, please?

Hey Viliam, Wolfgang,

The documents were submitted manually to the documents department rather than through our online verification method, it generally takes several business days for them to review the request however I located the documents in our system and had them reviewed for you.

Your account is now noted to show complete verification and you should be able to request withdrawal.

Should your withdrawal request be approved we will still require confirmation of payout method when it comes time to send you the funds, it would be good to get that taken care of as soon as possible to avoid any further possible delays.

Best,

Nick and Slots of Vegas

Please follow Nick’s instructions and keep me updated regarding your progress.

Dear Slots of Vegas Casino,

Player still can’t request withdrawal (see attached screenshot). We would really appreciate if you could help in this case and advise what the problem might be. Let us know how can we help.

Hey Wolfgang,

Give it another shot, you should be good now. 🙂

Nick and Slots of Vegas

Hallo Nick,

i don`t know which shot you mean, but the withdraw is still not working.

Wolfgang

Nick, player is still experiencing difficulties with his withdrawal request. Check it once again, please.

Greetings gentlemen,

I went over and over this with the requisite departments and they all insist that there should be no issue requesting withdrawal.

I've gone ahead and had the withdrawal requested manually for you to simplify things and so we don't delay things any further. Please move ahead with payout details confirmation so that approval can be made once the time has come.

Best,

Nick and Slots of Vegas

Hello Nick,

thank you for your help.

What information exactly do you need and where should I email the payment details?

wolfgang

Hallo Nick,

danke für deine Hilfe.

Welche Informationen genau braucht ihr und wohin soll ich die Auszahlungsdetails mailen?

Wolfgang

Nick, could you please specify what exactly is Wolfgang supposed to do?

Hey guys,

We'll make that simple too. I had one of my team reach out to you Wolfgang via email with all the necessaries. He'll follow up with you until it's complete and updated in your account. Check your email, the details should be there waiting for you now.

Best,

Nick and Slots of Vegas

Wolfgang, please follow Nick’s instructions.

Hi,

I received the email and forwarded all the necessary information to the email address provided.

greetings

wolfgang

Hallo,

ich habe das E-Mail erhalten und alle notwendigen Informationen an die angegebene E-Mailadresse weitergeleitet.

Grüße

Wolfgang

Hi Wolfgang,

We thoroughly checked our email boxes but we didn’t receive any email from you. Please, be so kind and forward all the necessary information to my email address: viliam.v@casino.guru.

What was the exact address where did you forward first email?

Hello Viliam,

I did not forward the necessary information to you, but to the casino so that they have my account details for a payout.

wolfgang

Hallo Viliam,

ich habe die nötigen Informationen nicht an euch, sondern an das Casino weitergeleitet, damit sie meine Kontodaten für eine Auszahlung haben.

Wolfgang

Greetings Gentlemen,

The details were received and I had them updated in the account. Once they were updated I went ahead and had the request reviewed and the approval completed as well. The maximum cashout amount for the free chip in question was $100, this is the approved amount for withdrawal.

I have submitted the approved withdrawal for escalated payment and hopefully we see some movement on it in the next few business days.

Best,

Nick and Slots of Vegas

Hello Nick,

I don't understand why only $ 100 is now being paid out. Already on 05/19/2020, after fulfilling the wagering requirements, all profits over $ 100 were deducted ($ 333.86). I then continued playing with the free $ 100 and won $ 372.44. Why is everything now being subtracted up to USD 100 again? That was already sales-free money.

BR

wolfgang

Hallo Nick,

Ich verstehe nicht warum jetzt nur 100 USD ausbezahlt werden. Mir wurden bereits am 05/19/2020, nachdem ich die Umsatzbedingungen erfüllt habe alle Gewinne über 100 USD abgezogen (333,86 USD). Ich habe dann mit den freien 100 USD weitergespielt und damit 372,44 USD gewonnen. Warum wird jetzt nochmals alles bis auf 100 USD abgezogen? Das war doch bereits umsatzfreies Geld.

BR

Wolfgang

Dear Wolfgang,

You took no deposit bonus with $100 maximum payout restriction that’s why you’ll get "only" $100. This amount should be paid to you in the next few business days so please let me know when you’ll receive your winnings.

Hey all,

I had this paid our to our 3rd party on the 24th of June, it should be arriving in the coming business days.

Keep us posted Wolfgang, should be with you any time.

Best,

Nick and Slots of Vegas

Hi,

to date I have no money in my account. I will inform you as soon as the money is received.

BR

wolfgang

Hi,

bis heute habe noch kein Geld am Konto. Ich werde dich informieren sobald das Geld eingelangt ist.

BR

Wolfgang

Hi,

thank you all for your help. The $ 100 was in my account today.

BR

wolfgang

Hi,

danke an alle für eure Hilfe. Die 100 USD sind heute auf meinem Konto eingelangt.

BR

Wolfgang

Dear Wolfgang,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards,

Viliam