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Withdrawal Denied

出金拒否

Dear rindarinda2014,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. 

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise if your account has been fully verified?
• Have you been advised why you can’t withdraw your winnings?
• Is it an internal casino system issue, or it’s related to your account only?
• Have you requested a new withdrawal from the casino? Is it still pending in your account?

Looking forward to hearing from you.

Best regards,

Tomas

Thank you for your question.

I think your account has been verified.

The reason I can't withdraw is because I used multiple bonuses, but I only used one.

I think it's a personal account issue.

I made a deposit of LIGHTCOIN to confirm the winnings, but was told that although I cannot withdraw the prize money, the LIGHTCOIN deposit would be refunded, but it has not been refunded yet.

thank you.

質問ありがとうございます。

アカウントについては、確認されてると思います。

引き出せない理由は、複数ボーナスを使用したとの事ですが、1つのボーナスのみ使用しました。

個人的なアカウントの問題だと思います。

確認用でLIGHTCOINの入金をしたのですが、賞金の出金は出来ないが、LIGHTCOINの入金分は返金すると言われて、まだ返金されていない状態です。

よろしくお願いします。

I think this is probably about the second bonus, but I haven't received any notification by email.

I don't think I'd be up until that time and go to the casino, so I think it's probably a lie.

おそらく2回目のボーナスの事だと思いますが、こちらのメールには通知が来ていません。

その時間まで起きて、カジノをする事もないので、たぶん嘘だと思います。

thanks for the clarification.

Please send me the communication between you and the casino support to my email at tomas@casino.guru

Include especially communication in which the casino justifies its actions.

I'll await your reply.

Dear rindarinda2014,

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.

Thank you very much, rindarinda2014, for providing the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru)  who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear rindarinda2014,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Slots of Vegas Casino representative to join this conversation.

Dear Slots of Vegas Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

Greetings all,

I have had the opportunity to review the situation and what we have here is called "bonus stacking". Only one free chip is allowed between cash deposit/play sessions and the balance must be played down to $0 between all of these transactions in order to reset the system. There was a win on the free welcome chip, an account confirmation deposit, then an additional free chip deposited on top of the balance to increase the withdrawable amount. Then the withdrawal was requested. Unfortunately this action renders both chips ineligible for withdrawal.

Your $11 account confirmation deposit has been refunded as cash into your account balance rindarinda2014, this is actual cash and can be played as such or requested for refund. If you would like these funds returned to you please contact customer service or inform me here.

Supporting documentation has been forwarded to the casino.guru team for review.

Best wishes,

Nick and Slots of Vegas