Slots Villa Casino - Spelaren kämpar för att ta ut sina vinster.

They don't want to give me what I earn

No me quieren dar lo que gane

Dear Alejandro,

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? Have you accumulated your winnings with or without an active bonus?

Please understand, 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

So I wait for what you say

Entonces me espero lo que usted diga

Dear Alejandro,

I’m very sorry but you haven’t answered any of my previous questions. Please check my first reply and try to assist. All requested information is essential if we wish to proceed with the case. Thank you in advance.

• 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?
• Have you accumulated your winnings with or without an active bonus?

They tell me the first one who attended me to reassure me was that he gave me the bonus of 150 units and the second one told me that it was not registered and very rude the first one said yes

Neither he nor I knew he had that problem I accumulated them with a bonus of 150 units

Me dicen el primero que me atendio que me tranquilizara el fue que me otorgo el bono de 150udsy el segundo me digo que no estaba registrado y muy grosero el primero me dijo que si

Nunca ni el ni yo sabiamos que tenia ese problema los acumule con un bono de 150 uds

I await your answer, please just, I have confidence in you, thank you

Espero su contestacion por favor justa yo tengo confianza en ustedes gracias

So you have accumulated your winnings with an active bonus, correct? Have you been advised why you can't withdraw them?

True and now they say that I am no longer written

Cierto y ahora dicen que ya no estoy escrito

I'm sorry, but I don't understand.

I asked another advisor the next day and he told me that he was registered

Le pregunte al dia siguiente a otro asesor y me comento que estaba registrado

Do you mean that your account was blocked?

That's how it is

Asi es

They are even inviting me to another game called breeze

Incluso ya me estan invitando a otro juego que se llama brisa

Could you please answer the following questions Yes/No?

1. Your account is blocked now.
2. Your winnings have been accumulated with a bonus.
3. It was a Free/No Deposit bonus.

Have you redeemed any Free Bonuses from this casino in the past?

No

I need a resolution to this

Necesito una resolucion a esto

Waiting for positive response

Esperando respuesta positiva

Is there any relevant communication between you and the casino that could support our case? If yes, please forward it to petronela.k@casino.guru.

What do you mean, friend, I don't understand, it's the first one I play with them

A que se refiere amigo no entiendo es la primera que juego con ellos

Have you saved any live chat transcripts or screenshots of the communication?

If yes, could you forward it to me, please?

Thank you very much for the screenshots. I have checked the general bonus terms and conditions, and this is what I found https://www.slotsvilla.com/bonusterms/:

"For any free chip redeemed by a player whose value is less than $50, the wagering required to cash out the free chip will be 60 x on the slot games (or) 120 x on the video poker or the table games. The max cash out however remains same as $100 irrespective of the free chip value."

Please understand that if your winnings have been accumulated purely from a No Deposit/Free bonus, you won't be eligible for more than the maximum cash out of $100. Additionally, according to the forwarded screenshots, your account hasn't been verified yet. I would suggest contacting the casino and find out which personal documents are required to complete the KYC account verification. Please keep me updated.

I'm afraid I don't understand. You don't wish to proceed with the case?

Dear Alejandro,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.