I signed up with Slotsvilla a couple years ago. Won some, attempted a withdrawal but was unsuccessful. Gave up and forgot about the Casino.

Until recently. I logged in and behold monies was still in my account.

So I proceeded to play and win.

Tried many many times to make a withdrawal. But of course none have worked.

I've submitted all my documentation many times as well, plus reached out to Customer Service, whom didn't reply. Had many chats, only to get the same bs runaround.

I have been documenting everything along the way, and I have let Slotsvilla know as well. But still I cannot withdraw my winnings.

Dear bmswade1,

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 understand the whole situation completely. 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?

Please understand, that without verifying your account, you won’t be entitled to any withdrawals.

However, I believe we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Yes my account has been verified. I've spent this entire past month sending and resenting my documents. But everytime I contacted via chat I'd be told that my documents were received and being processed. To please wait 24-48hrs. That 23-48hrs ended up being at least a month. As they just now, (well this past week) updated my account in there system. So it reads "Yes" for KYC Approved.

But even though it reads that I still cannot withdraw any of my winnings. And I've attempted to pretty much on a daily basis now. Usually I get a page pops up saying something about File Could Not Be Accessed or error code # (I think #403)idk have screenshot of it) anyways says something about Entity too large.

Even after I lowered the $ amount. I've even tried just withdrawing $100 and still can't.

Thank you, bmswade1, for the update. Could you please advise if your winnings were accumulated with or without an active bonus?

A long time ago I used bonus chips. But after being unable to withdraw my winnings I decided to stop using the bonus chips offered.

I made a deposit, and began winning. So, No currently all my winnings have been WITHOUT use of any Bonus Codes.

Funny you mention bonus codes though.

I've been periodically logging in. Sometimes just to attempt a withdrawal, which of course does not work. Otherwise we wouldn't even be corresponding. Lol

And of course I won even more $. So again tried to withdraw, Couldn't.

This morning I logged in, attempted withdrawal, unsuccessful so initiated chat. No one ever replies to my emails. And I've sent plenty of them. (Have copies)

Anyways this morning I was chatting with I believe said name was Jacob.

He proceeded to tell me I have to play all but $5 of my winnings then deposit and claim bonus chip in order to withdraw anything.

First of all, wtf? That makes absolutely No sense.

Second of all if I did that I would have nothing to withdraw.

And third I have claimed a bonus in the past, played til lost and then I deposited without claiming a bonus code and proceeded to win. Yes I've lost but I've also won. My winnings are free and clear of any bonus code regulations as I have not used any.....

Throughout this whole ordeal of having to wait and getting the runaround as it stands today at this very moment my Winning Balance is up to $1454.64

Wagering requirement Amount on Slot Games is $4950.00

I have exceeded that amount many times over!

My wagered amount is now at $20, 495.61

ALL MY REQUIRED VERIFICATION AND WAGERING HAS BEEN COMPLETED.

Thank you very much, bmswade1, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas ([email protected]) who will be at your assistance. However, I would like to warn you that it seems to be a common practice of Slots Villa Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of several unresolved complaints marked "No Reaction Policy" we keep on trying.

Hello bmswade1,

I will assist you with the complaint from now on. I went over the details of the case and will do my best to help you. I have additional questions I would like to ask you.

You said that:

Wagering requirement Amount on Slot Games is $4950.00

Could it be possible this wagering requirement is the amount you still need to wager?

Also, during the time you used to play with bonuses, were you aware of claiming and playing with the bonus that can be characterized as 'sticky'?

Sticky bonuses are bonuses where after the wagering of the bonus is complete and a withdrawal is requested the amount of the bonus awarded at the beginning is subtracted from the withdrawal amount. They are also sometimes called 'non-cashable'. From what I can see many 'sticky' bonuses are available at Slots Villa Casino.

My last question is: After you stopped claiming and playing with bonuses altogether, has your casino balance ever dropped to zero or close to zero?

The wagering requirements has stayed the same for a long time. I can go back and check all my screenshots and see exactly when but I'm pretty sure it's been that way since I made a deposit.

And yes my account has dropped down close to zero on several occasions but I was lucky enough to win again....after starting to attempt withdrawals and not knowing I was going to have any problems I've kept at least over 300 in account. If I start playing and not winning I just stop for a while. Not risk loosing what I thought could be withdrawn. And luckily last few times I done that I ended up winning even more. So now I have quite a bit built up.

Thanks for your reply, bmswade1.

I'll try to contact the casino representative in order to ask them for help.

Slots Villa Casino,

Could you explain, why bmswade1 is not allowed to withdraw her winnings? What can be done to resolve the issue?

Good morning,

Well I logged into my account played a little won a lot. Did some research/investigating into my account. Found some interesting details.

But first,

I Decided to what the heck and tried again to withdraw.... this time I got an ERR Message that read: "This Site Can't Be Reached" imagine that another bs error page.

I went through each step of the withdrawal taking screenshots as I went and documenting everything I could think to.

So, as it stands by balance is $1,883.44

KYC Approved: YES

Wagering Requirement: $4,950

Wagered Amount: $20,956.91

Wagering Completed: YES

Also, I went back to the beginning of my account I registered back in 2020, a couple days later I made a deposit. Soon after is when I attempted to make my first withdrawal. And from then on out its been a battle to get any of my winnings.

I did notice in the very beginning it shows 2 withdrawal attemps that read "Cancelled for lacking/wrong data"

Like I said that was in the beginning but also after a deposit was made.

Another thing my account balance did get wagered down to a penny.

On 10/09/2020 @ 4:35:34 a.m.

Hope this helps some

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’.

I TRIED YET AGAI? TO WITHRAW, SAME OL THING.

I ALSO REACHED OUT AGAIN, VIA EMAIL AND STILL NOTHING

Dear bmswade1,

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The casino can reopen this complaint anytime.