Slot Madness Casino - La retirada del jugador se ha retrasado 14 meses.

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Dear Greydustin1992,

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

To better understand your situation and assist you effectively, could you please provide more information on the following:

• Have you ever made a withdrawal at this casino?
• Can you confirm the exact amount you requested for withdrawal and the method you used?
• Have you received any official communication or updates regarding your withdrawal request since you submitted it?

Your cooperation in providing these details will help us investigate and work towards a resolution.

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,

Petra

I literally showed you the transcript.

But yes I've withdrawn from them before, as mentioned in transcript it was to be a 1 time BTC wd of 100 mind you that I originally had still set from 6months prior they cancelled it after agreement was made saying no that it must be a wire but wong accept my wire banks Info . They want me to open a new bank which then I would have to wait a month for history. Everytime I speak to them it's a new hurdle .

Thank you for your reply and for providing the previous details, Greydustin1992.

• What specific documents were you asked to resubmit, and were there any additional requirements stated?
• Did the casino mention any other alternatives to propsed bank transfers?
• Could you provide any additional communication you had with the casino? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

I've sent the chat manuscript In my first message . They refused to honor it so I send in all my bank documents and and the only bank I can get a wire from they denied it told me to get another bank , it's been like this for a better part of 2 years

Dear Greydustin1992

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 Jana (jana.k@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,

Petra

Dear Greydustin1992,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Slot Madness Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Greetings all,

The first thing I need to do here is apologize on the part of the casino for the misinformation given by the agent in the transcript above. I have contacted service management and the situation will be addressed internally as soon as possible.

The important bit here is that we get you set up with a valid method of payout Greydustin1992, and in this situation only bank wire transfer is available as an option.

In order to facilitate bank wire transfer we need to fulfil the requirements of our 3rd party payment providers, this means providing a banking account that fits their criteria for transfer. If we don't have the necessaries on file we can't proceed here.

After (extensively) reviewing your discourse with our service department by and large (with the obvious exception noted above) they are giving you correct information Greydustin1992. We don't control the how and where on these things, but we can sympathize with your general frustration. Mostly because we understand, it's not easy on either end and we want happy players!

But frustration doesn't get things moving, we need to dot all of the i's and cross the required t's on both ends or we can't move forward here.

Not all banks are created equal, primarily it needs to be a big bank, one that can transfer directly internationally (IBAN number without an intermediary bank). It also needs to be a bank (and type of account, e-banking accounts are generally a no go) that has not denied transfers from our 3rd party payment providers historically. It needs to be an active bank account with a positive balance (not overdrawn) and show a "normal" transaction history. They also request a bank statement in PDF format as proof of this which we are required to keep on file.

It may seem like a lot, we feel you, but those are the rules we are working under to facilitate payment with traditional banking methods.

I really am sorry to see that the service department mislead you in this way, I see the account was noted before this incident that withdrawal was eligible for bank wire transfer only. I can only apologize profusely and promise that the casino will assure that this doesn't happen again to other players.

Let's get back to the true matter at hand, getting the casino account prepared and eligible for withdrawal.

The good news is, once we have an approved method of withdrawal submitted I should be able to expedite things on this end. So please Greydustin1992, follow the specific details required for wire transfer withdrawal and sends the requested documents to our service or documents department. Once you have submitted them please let me know here and I will see what can be done to get them reviewed for approval as quickly as possible.

Thanks so much for your understanding and cooperation!

Best wishes,

Nick and Slot Madness

So basically I've talked to my bank I sent you they said they accept all types of wires from all over they discriminate . Secondly I have sent you guys how much In Bitcoin prior to all this and spent how much off a card and I'll look but if I'm not mistaken my last deposit was BTC I believe , the crazy thing is your claiming the agent lied , which first an foremost we both know isn't true , because if I had the WhatsApp messages I could prove your wrong but someone hacked my phone and factory reset it , which caused me to lose alot of things . But last thing, if the agent was lying which I don't believe as he set everything up smoothly and there wasn't an issue , actually he stopped me from reporting you to your license holder and attempting further things that could have been bad for y'all . The fact of the matter is you know that I it's been going on 2 years , what ever happened to loyalty to the customer and being VIP on this site is bogus . Are you kidding me , I get reloads every 7 days on stake , host bonuses , instant cashouts and so much more being a vip their . What has being a vip and spending all the money I have with you really gotten me honestly but the biggest mess of lying people that I have ever met . You have no integrity what's so ever of honoring your word that you would literally lie and threaten to deal with literally prolly the best customer service employee you have over what really ? . What's that really get you outta a mess that man cleared up and had everything good . And you allow the next agent to do what ever they please it's pathetic . How is it that you can't even take care of a vip customer who spent thousands with you , so you lead him on for over year and half . Come on dude . Y'all have built a reputation of lies and deception, your literally one of the lowest rated casinos around anymore . Do what you please I sent you bank info that has no issues what's so ever receiving the wire without a single issue and I've already contacted and cleared up the entire ordeal, I will not be bullied by your employees telling me I have to open a bank account for what ever reason . I don't even like you guys having my personal information to be frank

Greetings all,

Your frustration and incredulity are noted Dustin, here and in all of the customer service discourse I have reviewed. The unfortunate fact is in spite of your frustration or my willingness to assist in any way possible you and I do not dictate the terms under which withdrawal can take place, we are beholden to the 3rd party payment providers and the terms they set.

I don't know the agent, I am the only one who does what I do and it has been nearly 8 years since I have even seen the service floor, but looking at the interaction I see nothing that indicates he was lying. More likely he was new, did not understand the scope of his powers, and was trying to be nice to a player who was obviously in distress. Nice is wonderful, but as we see in this situation pleasant only goes so far. You need the ability to follow through or it does little more than create further frustration.

So, for this further frustration I apologize once again.

Since there is question, I can confirm that your last deposit/play session previous to the free chip which resulted in your win was 10/11/2023 at 11:01:14 PM EST on MasterCard for $50.

This free chip was an "exception" free chip issued by the marketing department on 1/5/2024 at 10:38:23 AM EST. Had the bonus not been issued to you directly by the casino it would not have been eligible for withdrawal, there had been 21 various free chips redeemed and played by you since your last cash deposit/play session (per the terms of the casino only one free chip is valid between cash deposits).

As a side comment, it really is worth noting the "one free chip between cash deposit/play sessions" rule, considering the volume of free chips in your account (before and after the win we are trying to get out to you). Perhaps you are playing them for fun and understand that they would not be eligible for withdrawal, in which case I digress.

Then I must take us back to the task at hand. Getting you paid.

You are correct, this should not take so long. The bottom line here is it requires your cooperation to make it work. I will now refer you back to my previous statement. You must provide a bank account which our 3rd party payment providers are willing to transfer to, until that bank account and the surrounding documentation are registered and approved within your casino account we cannot move forward.

Please follow the guidelines provided by our service department regarding allowed payment methods and submit the necessary documentation. Once you have done so, let me know here and I will assure this information is reviewed as quickly and efficiently as possible. In most cases I can also expedite the review process for approval and the following payout, but first we need to have an approved method of payment on file.

Best wishes,

Nick and Slot Madness

Dear Greydustin1992,

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,
Jana
Casino.Guru