Live Chat With Slot Madness...

Does anybody see in their t&c what their minimum deposit is inbetween free chips?  Or let alone, the minimum deposit at their casino?  Steph here had no clue what she was talking about...



Steph: Thank you =) How may I help you ?

jodiisgreat: hello i am wanting to cash out on a 50 free chip, what is the max?

Steph: Kindly wait while I access your account.

jodiisgreat: k ty

Steph: We're sorry but your balance has been removed because you have redeemed more than one free chip; all your winnings have been removed from your account at this moment. Keep in mind that our casino rules do not allow multiple free chips. What I can do for you is give you a really good promotion if you make a minimum deposit right now and after your deposit is approved I will set your account to be able to receive Free Chips. Would you like to make a deposit?
Steph: You can use 160% Match Bonus
Steph: Slots and Keno Only
Steph: No Playthrough
Steph: No Max Cash-Out
Steph: Redeem: GOTO160
Steph: Deposit $25 or More

jodiisgreat: i made a deposit thru ez voucher for $5 before i did the free chip

Steph: No I'm sorry your balance comes from multiple freechips in a row

jodiisgreat: how is that possible if i made a deposit in between

Steph: No you did not
Steph: I'm sorry

jodiisgreat: i deposited $5 thru ez voucher

Steph: Wait
Steph: Just a moment please

jodiisgreat: ok

Steph: I'll credit back the balance in your account, please keep in mind that as per casino rules the minimum deposit in order to get bonuses or freechips is $25. It is up the Withdrawal Department to see if the payout will be processed. I'll give you all the instructions on how to request it but I recommend you to come back tomorrow first thing in the morning so we can check back with the Withdrawal Department. You can ask for Andy who is the mananger in charge

Steph: To request a withdrawal please visit our cashier section from our Casino lobby. Once you there just click on the Withdrawal tab, then choose the method you want to use for your withdrawal and then submit your request, if you have any problems on your withdrawal or you would like to know more about our different withdrawal options, do not hesitate to contact us back.

jodiisgreat: ok is that in your terms and conditions? i did not see it under the free chip terms

Steph: Due to security measures our Casino requests to all players to send in some documentation as: Copy of an Identification (Driver's License or Passport) a signed Certification Form for all the Credit/Debit Cards used including a copy of those cards and a utility bill.
Steph: You can send your documents to: accounting@slotmadness.com or by fax 1-866-725-1126 please label your email or fax with casino username and Slot madness.

jodiisgreat: ok is the $25 min listed in t&c? i did not see it under free chip terms

Steph: For your reference here's a link to the terms and conditions page of our website:
Steph: http://www.slotmadness.com/terms-conditions/
Steph: $100 Min/Max Cash-Out according to the freechip rules

jodiisgreat: i don't see the min $25 deposit in between free chips anywhere though

Steph: $25 is the minimum deposit in the casino
Steph: Please check the terms and conditions

jodiisgreat: then why did it let me deposit $5 and where does it say that $25 is the min?

Steph: It is also the minimum amount in order to receive a freechip
Steph: Would you like my help on anything else?
Steph: It was probably a system's error

jodiisgreat: but exactly where does it say that? can u copy and paste it for me from your t and c?

Steph: As I said please go ahead and make the withdrawal request, please contact us back tomorrow first thing in the morning and ask for Andy

Steph: Would you like my help on anything else?

jodiisgreat: well you are telling me the rules, which should be clearly stated on your website, and i am not finding them on the link that you gave me.

jodiisgreat: i'm not trying to be rude, but if it doesn't say it, then it doesn't matter

Steph: It is stated on the website and also on the terms and conditions that you agreed when you created the account
Steph: Please contact Andy tomorrow, we need to check with the Withdrawal Department
Steph: Would you like my help on anything else?


jodiisgreat: and all i'm doing is asking you to copy and paste the exact wording here.

Steph: At the end of the chat you will have an option to save the chat

jodiisgreat: still not answering my question

Steph: I'm sorry but there is not "exact wording" that I can copy and paste
Steph: Please come back tomorrow if you want to clear this misunderstanding

jodiisgreat: exactly, so how can you tell me what the rules are when there are no rules?

Steph: Thak you
Steph: Our Manager's e-mail is manager@slotmadness.com
Steph: Have a nice day

like i have posted before -depositing is made easy,but when its withdraw time u have to jump threw hoops

Right, lol?  And since I had read through all the t&c and it said nothing about how much I had to deposit between chips, or a minimum deposit at all, heck ya I'm gonna deposit $5 for a free $50! 

I really was sick to my stomach though, because I was up to $1700 when they took it out for my playthrough.  That would never happen on a deposit, haha, only a freebie!

If their min deposit is $25 "as per their t & c" how come it let you deposit $5?  It really doesn't make sense plus the fact that the chat rep couldn't copy and paste the $25 deposit rule.....

Let us know how the withdrawal goes.

blue

Oh, she said it  'must have been a technical error'.  I made sure to read thoroughly before I deposited though, and made it a point to let her know that I'm not stupid, and I will follow up on this and let everyone know how it goes.  Thanks and wish me luck!

goodluck

Here's my chat with Andy:


A site operator will be with you momentarily.

Hi! Thank you for using our LiveChat Service. This is 'Alex'. Please verify your Email and Phone Number so that I can assist you.


jodiisgreat: i was told to ask for andy today regarding my withdrawal

Alex: Please hold while I check your account, thank you for your patience!

jodiisgreat: ty

Alex: I see a pending withdraw of $162.00 requested on 9/2/2012.

Andy: good morning josephine

jodiisgreat: hi andy

Andy: I checked with the payouts department today
Andy: hi

jodiisgreat: ok

Andy: unfortunately these winnings are not going to be approved

jodiisgreat: and why is this?

Andy: You have been playing with multiple chips in a row

jodiisgreat: I deposited $5 from ez voucher in between the chip

Andy: sorry
Andy: but the minimum deposit amount in order to get a bonus
Andy: whether it is a deposit bonus or a free chip is actually 25$

jodiisgreat: and where does it state that in your t&c?

Andy: let me check

jodiisgreat: ty

Andy: apparently, it is not stated online
Andy: but just so you know
Andy: EZ voucher is a new deposit methods

jodiisgreat: well if it wasn't stated, then you should honor my cashout

Andy: that allows you to deposit less than 25$
Andy: butt
Andy: as I mentioned before we give you the chance to get a bonus if you are depositing at least 25$
Andy: We are not going to honor those winnings sorry
Andy: you have used more than 150$ in free bonus
Andy: that is considered abuse
Andy: If you want to try to hit the jackpot with your 5$ deposits, you can go ahead and do it

jodiisgreat: that is not fair, i was told in a previous chat with a rep that if i deposited, then i could use a free chip. they did not state an amt

Andy: unfortunately, no second chances will be given after 5$ deposits

jodiisgreat: that last comment was offensive, andy

Andy: I sorry

Andy: do not get me wrong
Andy: I am just trying to explain our company's point of view

jodiisgreat: it does not matter if it's a 'point of view', the rules were not stated, therefore how was I supposed to know
jodiisgreat: this is not going to look good in the forums

Andy: This is totally out of our hands
Andy: I strongly suggest you to send an email to our payouts department
Andy: so they can reconsider your position

jodiisgreat: no, the ball is in your court. my payout is pending.

Andy: please send it asap to payouts@slotmadness.com
Andy: true

jodiisgreat: trust me, of course i will email them

Andy: it is still pending

Andy: great

jodiisgreat: that's really here nor there, the point is that your rules are not stated, and that is not only immoral, it is VERY illegal.

Andy: im sorry you feel that way, this easy voucher is a new deposit method, all of our other methods have a min of 25 deposit, and all of our bonuses start at 30.  If you like you can send the email but the payout dept has already made the decision to void the payout

jodiisgreat: well maybe you all should have considered that before you started taking money from people
jodiisgreat: that is not how i feel, it is a fact.

Andy: that is understanble,  in our casino group you have redeemed thousands of dollars of free chips and one 5 dollar deposit through a new system that does not have the min set yet is not a valid way to try to cashout from a free chip
Andy: have a nice day
Andy: if you have any other concerns or questions please email me at manager@slotmadness.com

jodiisgreat: that may be true, but i have also made many deposits. i will email them.

Andy: this was the first deposit i have seen
Andy: which other casino did you deposit in

jodiisgreat: our conversation is over, andy.

Andy: bye then

just playing the devils advocate.......and this would be the FIRST TIME IN HISTORY SINCE COMPUTERS WERE INVENTED..... that i have ever sided with a casino on something like this......if you have had $150or more (he states thousands worth) of free chips and only deposited $5......it would be easy for them to put you into the "general"  free chip abuser category and null and void your winnings.....i dont know their terms and conditions but even JUDGE JUDY might rule in their favor on this one....and honestly,  it was your intent ?  or no?..........just my opinion on this scenario

When I first started playing 2 years ago, I was not familiar with the terms of free chips.  Once I found out, I did email or chat with every casino and they all said to do a deposit before I did another free chip and I would be fine. 

With that being said, if they had just told me to make a deposit before another free chip, and now I know to read the T&C, (which I did) they said nothing about the amount, so why would I not do $5 if it let me? 

Honestly, I know they probably will not cashout this free chip, but I do feel as if they should credit the $5 back to my ez voucher account....  Oh, and fix their T&C so this does not happen in the future.

Blue, yes, lol.  Never want to talk to Andy or Steph again haha.

seems to me that if u would have deposited $25 they still wouldnt have paid u because he stated u used lots of freechips.bottom line you would not have got your money no matter what u did.like blue posted,where does it state it also why isnt it on the casinos web page so a player may decide not to download???

Exactly Rena!  He was totally grabbing for straws there at the end, and it should be documented on my live chat log that I cleared that up.  Just goes to show...

Slot Madness has always let me use free chips as often as I have tried. Of course I would not try to cash out from any winnings as I know you can't if you have used multiple free chips in a row.

well i don't know either way i thought between free chips meant deposit free chip etc.if she asked about the past free chip and was told its OK go ahead and deposit then why  should it be an issue isn't Halloween coming cause she got tricks but no treats.I still say it should be clearly printed on their page about the min deposit because how else would people know lcb tells us again and again read the terms,but in this case even Andy couldn't produce the terms so how was anyone including the player supposed to know Just my thoughts,i really don't like giving advice on where to play  because u can spend your money however u want .In this case i suggest u run far away from this place and count your blessings it wasn't a bigger payout.(i believe in two sides to every story but in this case she has proof from chat )masskat,dabigdog i love u guys and i understand what your saying.I just wish the terms were clearly stated because the casinos have soooooo many

Not sure what deposit method was used, but from what I can see, all the processors require a minimum $25 deposit (this is not the same as finding a rule that the deposit must be at least $25).

VISA, Moneybookers, Click2Pay and Neteller are the processors I can see on their website.  All say minimum $25.

Yes, they do have a lot of terms.  In various places. They have one that says:

26.If you are totally dissatisfied with the service you have received, we will consider your case and refund your deposit so long as your reason is valid.

They also say:

11.Bonuses may be refused at the discretion of the management if abuse of promotions is suspected. All withdrawals will be audited and refused where there is suspected fraud or at the casino management's discretion. Fraudulent bonus claims or withdrawals will result in the player being charged a processing fee (min. 12% of deposit amount), which will be deducted from their casino balance.

Not sure if they would take 12% of the $5 deposit, but they possibly could.  I do wish this could work out in the player's favor for a withdrawal, but it seems they have all the control and the final decision.

my question is,......Jodi....how much have you deposited here, and how many free chips have you had......If $5 is your total deposits......then you were perhaps, not directly or intentionally, trying to abuse the free chips.......if you are a regular depositor.....then i cant see why they would care.....the reason why the casino can get away with not paying you on this one....no matter what the terms say,,,,,,is that your deposit pattern seems abusive ///free versus actual..../////    the only proof that i have heard is the amount of $5 versus $50 free chip.......we need more facts

wait now I feel like I read this whole thing wrong..I assumed you were trying to withdraw the $100 max on a free chip no?  and in order to use the free chip you had to make a deposit so you made one for $5 and now they are telling you the $5 was not the $25 minimum (even though that is not noted anywhere)..is that the case?

@masskat, a couple years ago I used two free chips in a row at several casinos, and when I started to actually play for money, I emailed or spoke with live chat at every one that I deposited at to just make sure that I did not have a duplicate account, if I would be ale to use a free chip in the future.  Every single one said that as long as I deposit first, then I could use the chips.  Not one of them gave me an amount, I took it upon myself to read their T&C  to see what their minimum was.  Slot Madness did not hae a minimum stated, and the smallest amount you can deposit is $5 from Ez Voucher.  Hope this helps.

I asked them in no uncertain terms what I needed to do to be able to use a free chip, and cash out if I won.  They told me to deposit, so I did.  Hopefully they get this issue resolved for people in the future, clearly what they are doing is not right.  They are required to post these things in their T&C.

well given the circumstances if I was them I would have said " we will honor the $162 withdrawal this time but in the future know that the minimum deposit is $ 25", owning that at least part of this issue is their fault while making the case of the min deposit terms.  That is what a good customer service casino would do.

I don't think their reps are the sharpest crayons in the box...  We will see what happens, if anything just give me back my measly $5 and change your website.  Thanks for the input, guys. 

isnt slotmadness casino on warning list?  i would never play on those casinos, there is a lot like slotmadness out there that doesnt wanna pay anything, you can deposit 5 and you cant cashout? what is that? sad it happened this to you but i guess you wont be able to get any money from them... happened to me at: slots inferno, slot luv, etc etc etc... i hate those casinos.

no they are not on the warning list

The fact of the matter is. It doesn't matter if the OP used a 100 free chips in a row in the past. If he busted out and had a zero balance. Then made a $5 deposit to claim his next free chip. He did not do anything wrong. He made a deposit between bonuses. It does matter if the deposit came FFFFFFFFFFFFFFDF (F=Free bonus - D=Deposit) That D falls right between his next to last Free Bonus and his last Free Bonus. If the OP would have just deposited $5 without a bonus and won. They would have to treated it as a deposit. The Casino is WRONG in this case. They allowed a $5 deposit and accepted it. Now they want to wiggle out of paying the OP.

This is where places like LCB should step in and force these casinos to pay up. Or forced to remove their banners from the site. This fooliness has been going on long enough.

To the OP don't accept your $5 back. Make these people pay you. Pitch a complaint with every webmaster that advertise for them. File a complaint with RTG. Write and email to news outlet in Slots Madness country. It works I made Casino On Net pay me back in 1998. File a complaint for wire fraud. Don't take not being paid for your winnings.

i am sooooo confused.She says she asked about using the freechips and was told its ok to deposit and then was told she couldnt withdraw  it would be different if she didnt ask about the bonuses she used but on any account,the casino has the finale say and in this case their not planning on paying

Even Christopher D'Angelo or whatever his name was would call on the phone and promise that it didn't matter how many you used in a row as long as you would make a deposit NOW, it would be okay.  But, never deposited so I don't know if his promise would have panned out.

I did notice on Slot Madness that if you had used multiple free chips or been suspected of abuse or fraud, at ANY ONLINE CASINO and they found out about it they could deny your withdrawal.  Any.  Not just in their group.

These places are going to dearly miss our deposits and patronage WHEN the USA starts regulating and allowing us to freely play. 

Yup all the casinos won't tell you while you're making deposits. There is a simple solution don't allow two freebies in a row and deny the coupon and nobody gets hurt. There are some players who don't know they can't use more than one freebie in a row and think they can when they are sent emails to do so. If you are out and out abusing it and know it then you get what you deserve because they will catch up to you.

many casinos will allow you to continue to deposit....knowing....that if the day ever comes to try to withdraw.....you have already violated some term or condition...a regulated industry will simply do away with all these crazy FREE offers and chips.....they are a scam....if you have a rewards system it should be based on earned "standards"  that are defined and have no restrictions.....if you dont earn it...sorry nothing is free because you didnt earn it

update please

Sorry, had to take some time off the computer.  I am going to follow up on this matter, I have not logged into my SM acct yet, and I will not accept their $5 refund.  Standing my ground on this....

Thanks and please keep us updated.