The casino stipulates that the pending withdrawal time (time needed to approve a withdrawal) is 10-15 working days, a withdrawal request was made on the 21st of July 2022 and it has not been approved or declined yet, which is not in line with their terms and conditions.

Dear bim900129,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Do I understand correctly that your payment is still pending inside the account without being processed? Is it an internal casino system issue, or it’s related to your account only? Have you withdrawn any winnings from this casino in the past, pleaser?

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. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Yes, the withdrawal request is still pending in my account without being processed. I am not sure if it's only related to my account. I have never made a withdrawal from this casino before.

However, I have played with casinos in the same group and have had much better luck with the casino sticking to the stipulated processing time. I had to complete KYC before I could make a withdrawal request with Slots of Vegas.

Thank you very much, bim900129, for providing all the necessary information. I will now transfer your complaint to my colleague Michal ([email protected]) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello bim900129

I'm Michal and I have taken over your complaint. I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Slots of Vegas Casino to join the conversation.

Dear Slots of Vegas Casino,

Can you please provide some information regarding the player's withdrawal?

Greetings all,

It appears we just need a fresh confirmation of your Bitcoin details bim900129, one of my agents has reached out to you via email. Just respond and hopefully we can get things on track for you.

Best wishes,

Nick and Slots of Vegas

Dear bim900129

As per the response from Nick, has someone from Slots of Vegas contacted you regarding fresh confirmation of your Bitcoin details? If so, do let us know when you receive the funds, please.

Best regards

Michal

Hi, it seems I have not received any email asking to confirm my Bitcoin address details.

Could I request that the email be re-sent, please?

Hello Nick

Can you please resend the email as the Complainant has not received anything yet?

Thanks in advance

Michal

Greetings all,

We have re-sent the request to the email address registered both here and your casino account bim900129, make sure to check your spam box as well.

Best wishes,

Nick and Slots of Vegas

Dear bim900129

As per the response from Nick, please double-check all the email folders and follow the steps.

I believe this should be straightforward, if you need any help feel free to ask.

Best regards

Michal

I have received the email this morning and have replied with confirmation of my bitcoin address.

Hello bim900129

Any updates? Did you receive the funds?

I have received the funds, yes. Thanks for all your help

Great news, bim900129. As the complainant confirmed that the funds were successfully received, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation and please do not hesitate to contact us if you encounter any problems with this or any other casino in the future.

We are here to help you.

Best regards,

Michal