Slot Madness Casino - El jugador afirma que el pago se ha retrasado.

On July 16th I redeemed 45free, then it was denied. On July 17th a coupon reversal of $356.62 was takin from the free chip. Today I deposited $30dollar in litecoin and requested to withdraw 500. They cancelled it then a manager withdrawl of $470 was approved. When I asked what that meant they said it was because it was winnings from fr

Free chip and I said no it wasn't. The $356.62 was already deducted a couple days ago. I made a deposit. Then they said I made multiple attempts to use free chips and I didn't. Then they said it's because I have more than one account. I don't. They're just looking for reasons to not pay. 

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Samibabi333,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

I am all good. I can upload screen shots showing I am verified with that casino. Withdraw through coindraw is supposed to be instant they say but cancelled it. It's supposed to be instant within minutes. I'm verified. I made a deposit like I'm supposed to. Won money and they have several excuses not to pay out. I didn't do anything wrong. Now when I log in to my account it shows no balance 0.00. That's not right.

Dear Samibabi333,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear Samibabi333,

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.

No it hasn't been resolved. No I haven't received my withdrawl.

My withdrawl was not successful.. No new developments.. I have screen shots showing I deposited 30 in crypto BEFORE I won the money I'm trying to withdrawl.. Prior to the deposit, I did use a bonus, however I have screenshots of where THEY deducted those winnings days prior to my deposit.

I've been responding to your messages but no reply..

I sincerely apologize for the challenges you are facing. In order to better understand your situation, I would like to ask you a few questions.

1. Have I understood correctly that the amount of $356.62 represents your winnings from the 45 free chips, while the $500 withdrawal pertains to winnings from real money?
2. Could you kindly confirm that the specific amount you require assistance with is $30, as the casino has only paid you $470 instead of the expected $500?
3. If possible, could you please forward all relevant correspondence between you and the casino to jean.s@casino.guru? Alternatively, you may also share screenshots here if that is more convenient for you.

Thank you very much in advance for your response.

No, you have not. The casino has not paid me anything. The $356.62 was the winnings I won from the 45free that they took on the 17th. I deposited 30 litecoin and won $500 on the 19th. I verified my account and everything was approved so requested a 500 withdrawl.. It says I cancelled it, but I didn't. They did. Then a manager requested withdrawl of $470 was made. Why? I don't know.. They reaching for excuses not to pay. I'm going to email you everything I have all the screenshots of conversations with them and the transactions from my account now.

Can you confirm that I emailed everything to the email address you stated in your response

Dear Samibabi333,

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, Lucka, (lucia.s@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,

Jean

Thank you so much. Fingers crossed 🤞

Hello Samibabi333,

My name is Lucia and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Slot Madness Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Lucia

First of all.. That's not what happened.. I have provided all the proof.. I used one free chip.. The winnings from that chip were takin, I have also provided proof of that.. I didn't make a bitcoin deposit, I made a 30 dollar litecoin deposit, which I also provided proof of.. The 600 dollar withdrawl request was AFTER I made the litecoin deposit.. It was winnings After I made the required 30 dollar deposit. I have proof of everything if I need to resend it. I don't have multiple accounts, that's an excuse to not pay because you have no other legitimate reason not to pay me what I won.

Dear Slot Madness Casino,

Thank you for providing this additional information and clarification.

To help us properly assess the situation, we would appreciate it if you could clarify whether the disputed $500 represents winnings generated from the Samibabi333's $30 deposit, or whether these winnings originated from a bonus/free chip.

If possible, please provide the relevant game or transaction logs showing the source of the disputed winnings and how the player's balance developed.

Regarding the alleged multiple accounts, we would also appreciate any supporting evidence that clearly demonstrates that Samibabi333 is connected to more than one casino account.

Additionally, it would be very helpful if you could provide a brief timeline of the relevant events, including when the player claimed the bonus/free chip, when the winnings from that bonus were removed or confiscated, when the $30 deposit was made, and when the subsequent withdrawal request was submitted.

Having this information will allow us to properly assess the sequence of events and better understand whether the disputed withdrawal originated from bonus play or from play following the player's deposit.

Please send the requested document to lucia.s@casino.guru.

Thank you in advance for your cooperation.

Dear Samibabi333,

Could you please confirm whether you received the refunded $30 deposit mentioned by the casino?

Thank you.

Yes, I did. $29.91.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Greetings all,

Not much left to say here except I'd love it if you were correct Samibabi333, if there was a way to get you paid I would for sure!

But in this case the data doesn't tell the same story as your remembrance of the occasion, and facts are facts. Supporting documentation has been forwarded to the casino.guru team for independent review.

Best wishes,

Nick and Slot Madness

Actually I would like to say you were correct,Sir. I have all the supporting documentation proving it's exactly as I remember the occasion. I won the 600 fair and square.. AFTER I made the qualifying deposit. So, there's no excuse not to pay me what I won. You guys are shady and why would I ever play with you guys ever again when I can go play at Ignition, Bovada, Stake, Cryptorino etc. and withdraw INSTANTLY without having to jump through all kinds of unnecessary hoops to get paid. AND when you pay me, that will be the LAST transaction I will ever have with your casino.

Dear Samibabi333,

After carefully reviewing the documents and evidence provided by the casino, we have decided to reject your complaint.

According to the information provided to us, your account was found to be connected to multiple other casino accounts. This is considered a breach of the casino’s Terms and Conditions, specifically point 2.3, which states:

"Only one Account per player and per household is permitted. Accounts are subject to immediate closure if it is found that you have multiple Accounts registered with us. Players who register multiple accounts will not be eligible to receive any winnings, and all withdrawals will be canceled."

Based on the evidence available to us, we are not able to conclude that the casino acted incorrectly by applying this rule.

You also confirmed that the $30 LTC deposit was returned to you. Therefore, there are no remaining disputed funds that we could ask the casino to reimburse.

I understand that this is not the outcome you were hoping for, and I am sorry that we cannot provide a more favorable resolution in this case. Please understand that our decision is based solely on the evidence made available to us and the casino’s applicable Terms and Conditions.

For these reasons, the complaint will now be closed as rejected.

Thank you for your understanding.

Best Regards,

Lucia