Cool Cat Casino, Club Player Casino, Prism Casino, Cirrus Casino, Wild Vegas Casino, Palace of Chance Casino, VIP Lounge Casino, Slots of Vegas Casino, Ruby Slots Casino, The Virtual Casino, Vegas Strip Casino, Dreams Casino Support and Complaints Thread

Hi sharsharr25,

We haven't received any response or explanation from the casino so far.
We've now sent them a reminder email and asked them to follow up on your case and provide more details. Keep you posted. 

Thank you for your time 

Does any body knows what can i do or who do i have to call, write, email about a Withdrawal not payed by Ruby Slots Casino?

Here are the emails and print screens that i sent to them, and i dont get any answers.

Hi mackoyone, 

We've notified the Casino Rep about the issue you are having at Ruby Slots. Let's see if there will be a response. 

Please have in mind that this brand is on our warning list due to delayed payments, delayed withdrawal tactics and voided winnings from this casino group. You can read more info here. 

Hi Mackoyone,

From what I can see from your complaint and nfo you have submitted you are not eligible for the winnings unfortunately:/ You took  a free spin bonus and won, you are bound by the terms and conditions which means there is deffinitly a max cashout for the bonus (probably $100-$200). Also FS bonuses are not eligible to win jackpots.

You needed to cashout winnings from the FS first, and then start on a fresh balance with your $30 deposit.

I know it hurts but u have to read there rules before playing. I made the same mistake. I took a bonus that allowed only slots but i played table games and my winnings were voided.

Hi Desheen59, 

The Casino Rep has been notified. Keep you posted. 

Hi Desheen59, 

No, not yet. Once we hear back from the casino, this thread will be updated. Thank you. 

Hi Desheen59, we've asked the casino rep to confirm the status of your withdrawal request. Let's wait for their response. 

Hey all,

Sorry for the lag in response time, the holidays always slow the world down to a crawl and as much as I'd like to be immune my world is no exception. Luckily we are now into the new year properly so things can start to get back to normal. Finally.

Desheen59: I reveiwed the situation and I have nothing but positive news to report.

First off, congratulations on the win! Your verification documents are confirmed and noted in your account and I went ahead and had the withdrawal request approved for you a few moments ago for $100. 

The next thing you will need to do is submit your method of payment, in your case wire transfer will be the only option that I see. There are indeed timeframes involved, your request was approved today and (in theory) should go out to our payment providers in 7-10 business days. Before this can happen you will need to establish that payment method with the casino by confirming your bank wire details. help@clubplayercasino.com should be able to assist you in that. Just get your payment details updated and in place during the alloted time frame and the payment should then be able to go out on schedule.

Hope this helps and best wishes for health and wealth in 2020,

-Nick and Club Player

@Desheen59 - We'll ask The Casino Rep for an update. 

@Desheen59 - We still haven't received any update. Once we hear back from the casino, this thread will be updated. 

Hi Desheen59, 

As previously advsied, we are still waiting to receive an additional update from the casino.

We have a role of a mediator between casinos and players and we are doing our best to assist here. 

Please note that making multiple posts on the same subject will not speed up the process. Thank you. 

Once we have any news, this thread will be updated. 

Hi Desheen59,

We've already sent a reminder email. As soon as we hear back from the casino, this thread will be updated. 

Hi Desheen59, 

We've got an update regarding your case.

The Casino Rep informed us that you created multiple accounts under different information and even submitted fraudulent verification documents including the identity card and proof of residence (utility bill). 
We asked for the evidence confirming these claims and also asked The Casino Rep to follow up here in the thread. Keep you posted. 

Greetings Tania, Dasheen59,

Forgive the radio silence but I was waiting for our security team to complete thier analysis of the situation. It is true that our withdrawal process can be lengthy in some cases but I have yet to see a player who legitimately won who didn't receive their rightful winnings provided they were capable of completing the necessary documentation. 

If you will recall in my initial review of the case I was extremely hopeful that this would be paid without issue however, mostly due to your persistence it was picked up by the security team who did a considerable bit more digging.

There are indeed a number of accounts related to this account, with a multitude of names and addresses. The utility bill submitted was also proven to be fraudulent. 

This is $100 we are talking about, it should be quite simple to get you paid if the request was legitimate and the appropriate documentation was made available.

I am in contact with the LCB team and we are reviewing the situation, that's all I can say at the moment. The verification process can be arduous, it's true, but it's there for good reason. In a perfect world there would be no concern that someone is who they say they are. Until we acheive that perfection we need to go with the system that works, keeps players safe, and doesn't reward those who try to work around the system.

Best,

Nick and Club Player

Dear members, 

This is an update regarding Desheen59 complaint: 

We've been provided with the evidence showing that there were multiple accounts opened by this player and that a document he submitted for verification was fraudulent.

Apart from that, we've detected multiple accounts opened on LCB forum by this same player (Desheen59) which is strictly forbidden. 

Please note: Due to violation and abuse of our complaints service for the purpose of pushing personal agenda and putting pressure on the casino on a public forum to pursue personal goals, this account and all other potential multiple accounts will be banned from LCB forum and such comments deleted.

Thank you for understanding and cooperation! 

Clublounge casino and stay lucky casino both from prism marketing. 

Both sites that accepted UK player without UKGC licence. I asked for a refund they are refusing.

Clublounge replied to my email saying: If you had issues playing with a non-UK license casino, the time to check the casino license details is before you create an account and not almost 6 months after.

The reason it has taken months is because I have only just realised they are non ukgc licenced as they love to advertise on UK pages and shouldn't be getting away with it. So I'm making sure these sites are named and shamed.   

Username elenates

Thanks for letting us know Elly. We'll get in touch with the casino rep and see what's going on. 

Hello

Have you heard from them ? As they are still ignoring me. Just shows their guilty!

Kind regards

Unfortunately, we haven't heard back from the casino although we already sent a reminder. We'll keep on emailing them. Hopefully, someone will reply. 

I have been trying to get the status of a $700.00 cash out I requested over 3 weeks ago on 4/18/20 from Slots of Vegas. It was approved, and I have emailed them several times requesting an update. I also have provided my wire transfer information once my idenity documents were approved. I was told that no intermediary banks would be accepted, so I said OKAY, then just mail me a check instead. They said they couldn't do that either. It has been a horrible struggle with this casino! They had no problem taking the money I paid them from my Mastercard through my bank, but it's been torture just trying to get any response from them. And now, everytime I try and contact them via live chat, as soon as they ask for my username and phone number, I am automatically disconnected from the chat. It's been so frustrating and they have yet to answer any of my emails. I have been given zero direction on how to proceed. Their customer service is the worst!

Username: cdpeddicord

Thanks for letting us know and providing your casino username. We are going to notify the casino rep. 

Hi,

I have two pending withdrawals since the 1st April, with vegasstriocasino.com, and everytime I go on their chat to chase it, I'm told it'll be another 7 working days - I've been told this about 4-5 times over the past few weeks - how much longer do you think I will have to wait, and can anything be done to speed it up please?

Many thanks

Steve

Hi steveoc,

Could you please private message me your casino username so we can get in touch with the casino rep and ask about your withdrawal?

Hi steveoc,

Thanks for sending the username. The casino has been notified. 

Has there been any reply from the Casino yet please? Not sure how long these things should take.

Thanks

Steve

We haven't heard from the casino yet. We'll send a reminder. Keep you posted. 

Hi,

As mentioned in the subject line of this post Prism actually paid me once. It was only a $400 payout and I had actually decreased my original withdrawal of about $2000 before I was approved. Still the timing fit and I thought I was in the clear and trusted the claims that Prism was a fast payout casino. It seemed to be a safe investment. I hit again back on September 28th, 2020 and waited patiently during the casino's stated time frame for approval. In the beginning I did reach out to Prism's customer service team just to confirm that all my documentation was still onfile and to verify my bitcoin address. They pleasantly confirmed that both were in order and that everything seemed fine.

After the initial stated time period for apporoval had passed, I reached out several more times to Prism and was "escalated" twice by customer care (which actually extends the customer's wait time) and I also emailed the casino support agent who had initially responded to my bit coin address email and recieved no response. This withdrawal was only for $1200. I have not had any contact from from the casino support team. I've sent two very pleasant emails asking for information and there is no response. The last time I contacted customer care the normally pleasant staff member cut me off and told me that I should be patient. Last night out of frustration looking at my unapproved withdrawal I cancelled my initial withdrawal and resubmitted it for $650 dollars. I was hoping for the possibility that I could at least get something. I was frustrated and I understand that my action started the whole process over. What's done is done though.

I love to gamble. If they would have sent the full amount of my initial withdrawal I planned on redepositing almost half of it right away. With another payout under my belt I would have trusted them fully with my cash and they surely would have made the money from the payout back in a matter of weeks in not hours. Most gamblers seem to operate the same way I do so i am confused by Prism's business tactics. No one at Prism besides customer care is responding to me. If this most recent withdrawal drags out do I have any recourse? My username is Balmer573.

Best,

Helen Balmer (Still Waiting)
 

Hi Helen Wait,

Sorry to hear about your problem. The casino rep has been notified. He'll look into your case and get back to us on the forum. Please keep an eye on this topic. 

Greetings Helen and Melissa,

First off apologies for the delay Helen. Though in all my years here I've never seen a player with a legitimate win who didn't get every red cent, due to our extensive and dare I say extremely generous bonus system it's a human process and every single withdrawal request needs to be reviewed and approved by a real live human being. It can take longer than anyone would like, especially when we have a lot of big winners.

Nonetheless in spite of the recent request date as you mentioned I have gone ahead and had your withdrawal request approved for you.

I've sent you an email personally, since it has been a bit since you provided it I will need to confirm your Bitcoin address before I can move forward. Get back to me as soon as you can with that, I look forward to hearing from you.

Best wishes,

Nick and Prism Casino

Hey Helen,

I got that payment sent out for you last Wednesday, if you could just confirm you received it would be great.

Hope all is well.

Best wishes,

Nick and Prism Casino

I made several deposits into Ruby Slots & won some money. I requested a $2500 withdrawal via bank wire on Nov 2nd. November 11th, they re-deposited my funds back into my casino account. I had to request it again, which started the 7 to 10 day processing time all over. I reached out to customer service & was told that my bank was a subsidiary bank & I would have to open up a different bank account to receive my winnings. My bank is a very reputable bank that has been in business since 1958, 27th largest bank in Texas. 

I then ask in chat if I made a deposit with bitcoin, can I request the withdrawal with bitcoin. Carolyn in customer service said yes, I could do that. So I made a deposit with bitcoin & now I'm being told by Travis Heyden that I can't withdraw with bitcoin because my winnings originated from my bank card.  Why can my bank not receive my bank wire? And why can't i withdraw with bitcoin? Is this industry standard or a stall tactic?

I was excited to have won some money and I'm beginning to feel violated with this whole withdrawal issue with Ruby Slots.  Please help with any advice.  Thank you.  

Sorry to hear about your problem, Rwladybug72.

Could you please private message me your account details? We're going to notify the casino rep. 

I sent you a message. Thank you!!

Your account details as well as your complaint have been sent to the casino rep. He'll get back to us as shortly. 

Greetings all, 

I'll be happy to assist. One of my team will be reaching out to you via email shortly, we'll try to resolve the banking issue. Not all banks are capable of accepting international wire transfer without an intermediary bank as is the case with your bank in particular. If we can't manage to get a bank capable of receiving the withdrawal I'll see what I can do about getting you an approval for Bitcoin as an exception.

Either way, you're in good hands. Myself and my team will do what we can to get what we need from you, expedite things, and get you on track for payout.

Best wishes,

Nick and Ruby Slots

Good morning Nick, 

Thank you for your response. I do hope that this issue will be resolved promptly. This is my first experience with an online casino and I honestly would like for it to be a good one. I appreciate your help. 

Regards, 

Rwladybug72 

Greetings Rwladybug72,

Just an update, we have received your Bitcoin information and I'm in the process of getting you approval for withdrawal via Bitcoin so we can proceed.

We are already in touch via email, if further information is required I'll let you know.

Best wishes for a speedy resolution,

Nick and Ruby Slots

Thank you for the update, Nickhelp. 

@Rwladybug72 - please let us know as soon as you get the payment. 

Thank you for your help, Nick and Melissa.  I'm not going to hold my breath, however I will update when and if I receive my funds.  

Regards, 

Rwladybug72 

Hey all,

Thanks Rwladybug72 for the prompt response with the additional Bitcoin details, we are rolling now... Your Bitcoin account has been approved for withdrawal and noted in your casino account, I've had your withdrawal request approved, and with any luck those funds should go out the door quite soon.

Let us know when they arrive!

Best, 

Nick and Ruby Slots

 Good morning,

Thank you for your help,  Nick & Melissa!  May I ask how soon is quite soon? Thanksgiving Day would be a perfect day to be thankful & grateful to you & to Ruby Slots!

Happy Thanksgiving to all!

Rwladybug72 

Hey all,

Didn't make it in time for Black Friday I'm afraid but it should be going out the door any time now and with you shortly thereafter. Still in time for Christmas. :) 

Let us know when it comes in and happy holidays!

Best,

Nick and Ruby Slots

Good morning Nick, 

The withdrawal has shown processed in my Ruby Slots account history since Thanksgiving Day. That was 6 days ago!

It amazes me that I can deposit with my debit card & you receive it instantly.  I made a bitcoin deposit & it was in Ruby Slots Casino account within 5 minutes.  

My initial withdrawal request was November 2nd. Today is December 2nd. A full month. 

I'm not a super genius by any means, but I think Ruby Slots would be an excellent place to play if not for the excruciatingly long withdrawal process.  Your customer service reps are kind & courteous. You have great games. 

But..... 

Patiently awaiting, 

Rwladybug72 

Ps... Happy Holidays to you also

Unfortunately I have to make a complaint about Club Player Casino.

My problem is that I'm experiencing a much longer than normal delay for processing my last bitcoin withdrawal request.

I have not had a problem here in the past and I am well aware of the rules concerning withdrawals and the waiting period of 14 -17 business days for every payout request submitted. I am ok with that, however my most recent payout was requested 10/28/2020.

Its been more than one month now (approx. 25 business days excluding November holidays) which is much longer than the normal expected time frame.

I know that I haven't broken any rules so I don't think there should be any real problems here. My identity is fully verified and I have received multiple bitcoin payouts from Club Player in the past without issue and within the normal time frame.

That's basically it. I have contacted live chat support multiple times about this issue and they claim to have sent more than one escalation request to the payment team, but there is no effect. The live chat people are nice enough but they really don't know what to say about this and they are unable to provide a specific reason for the delay. I don't seem to be making any progress so I thought I would try making a complaint here on lcb.

One last thing I should note that I have been a regular player here for most of the past year and I have an upper level vip status on the site. 

Hi n88ake,

Please private message me your casino username. We are going to notify the casino rep about your complaint. 

Hey n88ake,

I've located your submitted Bitcoin information and had you approved for Bitcoin payment, the information is now updated in your account and you are eligible to proceed with the withdrawal process. I've escalated the requested withdrawal for review and hopefully we have some movement quite soon. 

Best wishes and apologies for the delay,

Nick and Club Player

Hey Rwladybug72,

This was paid out via Bitcoin last week, hope your stocking overfloweth.

Best wishes for a lovely holiday season and a wonderful year to come.

Sincerely,

Nick and Ruby Slots 

Greetings n88ake,

Just an update, we have an approval for you and should be moving forward with Bitcoin payment on that quite soon.

Best wishes,

Nick and Club Player