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

Can someone point me in the direction of what to do about a payout timeline that's insanely slow and the run around that one company may be giving me about it all. 

Hello marybcarver,

Could you please inform us which brand you are referring to? Have they breached the withdrawal time stated in their terms and conditions?

Vegas Strip. And yes - I've now asked for them to combine my withdrawals since the fees are massive and they take so long. Very much a run around. I was told my last withdrawal would likely be in Jan of 2025. 

Hello marybcarver,

Sorry to hear you had a withdrawal delay at Vegas Strip.

Please private message us your casino username so that we could get in touch with the casino rep and assist you further.

Thank you.

I won $38k at Vegas Strip on 5/30. In 3 weeks I received 2 payments of $2300. I have begged and pleaded to get my winnings at quicker pace. I have messaged and emailed everyone - multiple times a day only to be treated like I should be glad I'm getting it at all.  Their terms and conditions state that their review process for withdrawals lasts "up to 7 days". On day 9 of the last one I was told that my lack of activity is why it's taking so long ( I had $38k in withdrawal pending). So I canceled a few to speed it up. Now I've lost everything and would like to seek some legal advise since this was the result of live rep communication and I never would have canceled those withdrawals if they wouldn't have passed the allotted days by their terms and conditions. 7 days to review for approval - 7-10 days to make deposit - and then 7-10 days between each payment ... it was confirmed by a live rep on chat that it would be January 2025 when I received my final payment from them. Someone tell me - what can be done about this unjust and unfair system? My deposits to this company were far more than what I won. Now they're just being rude. Once I realized how this was going to go, I began saving every single chat. So I have it organized. No one has the same information and they're pretty much telling me too bad now. Help! And dont go there to play - If you win anything - the timeline they have is unrealistic and set up for you to forfeit it. I'm so glad I've documented everything. The terms and conditions says payments can be combined depending on the VIP status to make them faster but everyone (even the payments department that I emailed specifically about their delay) told me that wasn't something they do. So ask questions here - but you won't get the same answer twice. No one can tell you when your next withdrawal will be approved only that they've escalated it - (3x for the one that went beyond the 7 days for approval) but they'll send you a copy of their terms and conditions about it when you do need answers. And just say it's out of their control. 
 

I'm not stopping until this is fair!

I've been in touch. Daily. It was suggested that I cancel a withdrawal and play bc the time delays were due to my inactivity.  
 

now I have lost it all. 
 

but I am filing complaints now - and have sought some advice. All my chats are saved as well as each term and condition that has been recited to me - but not upheld by them. Still seeking any advice tho 

sending message w my username but they're all aware. And real rude at this point. 

Hello marybcarver,

Please private message us your casino username so that we contact the casino rep and try to assist you.

Thank you.

Hello marybcarver,

We are still waiting for your account details, so please private message us your casino username so that we could get in touch with the casino rep and help you.

Hey I've sent a message! 

Hi marybcarver,

I haven't received it, can you please resent it please.

Ruby slots is playing with me. I've been waiting on a cash out for 3days now. I deposited with crypto and used a promo. In the allowed games for that promo it shows "slot tournaments" after playing a few games tourney I decided to play cash bandit and won up to $2000. When I tried to cash out they denied it solely on the fact that I played that tourney. When I pointed that out I was told they need to update the list and that I can't get the cash out. Any idea on how to approach this?

Hi Moakawzac,

Perhaps it's considered as prize money made from the tourney, this should be defined in the casino's T&Cs whether it can be cashed out or not. Feel free to private message us so that we could contact the rep to look into your account and check what has happened.

Ok will do Bixy. And thank you for replying so quick! 

Hi Moakawzac,

Thanks for your account details.

We will notify the rep and get back to you once we have any update.

Greetings all,

I reviewed the account and it appears that funds from a cash deposit using a slots and keno only deposit bonus were used for buyin in a slots tournament which is not allowed. There was also a conversation with customer service addressing this, the cash deposit was requested to be re-deposited with the original deposit bonus once again, then the deposit and bonus were played back into the system. Once the cash funds were re-depoited into the casino and played the originating funds are no longer in the casino, previous to this we may have been able to have the situation reviewed once again by upper management however in this case since the originating funds were directly accepted by the player and then played there would be little I could do to assist in the situation.

Best wishes,

Nick and Ruby

I would like to file a complaint and hopefully get some help with my situation. 

Ruby slots is denying me my withdraw request because they said I used multiple free chips.. but they also admitted that I had deposits in between each chip? 

So how can I be getting denied for multiple free chips?

I have screenshots from the conversation with the customer support representative. I clearly asked him multiple times where it says that the minimum deposit has to be $30 or more in order to be considered a deposit?

I've read the terms and conditions multiple times and it does not see anything about a $30 or more deposit. It simply says a deposit must be made in between free chips which is exactly what I did. 

Talked to multiple representatives who all refused to show me where it states that your deposit in between chips needs to be $30 or more.... They all ended the chat early and didn't seem to know their own terms and conditions..they kept telling me to read them and I don't think they have even read them...... It does NOT state anywhere that you need to deposit a certain specific amount in between chips.. and if they allow for $5, $10, $20, etc. deposits, then how can they deny my withdrawal request? I simply made a deposit in the amount that THEY allow you to deposit! 

This is absolutely theft and they should be shut down. 

Hi Nckwagers,

Sorry to hear you had a bad experience when playing at Ruby Slots.

We have received your account details and we will contact the casino rep to check your account and try to assist you.

Thank you. Everytime I contacted the support team at Ruby slots they just end the chat early and give me no legitimate answers. It's very frustrating. 

Any updates yet?

Hello? Am I just waiting for a rep to contact me or what is the next step? I would like for you guys to blacklist the Ruby slots casino place as well if you don't mind.

Hi Nckwagers,

We are still wiaitng for further updates.

Okay thanks for responding 

Also, would one of you guys mind checking the terms and conditions on Ruby slots and tell me if it says anywhere that the minimum deposit in between free chips needs to be $30 or more? 

Because I've read the terms multiple times now and I can't find it anywhere that it says that. From my understanding it just says there needs to be a deposit made in between free chips. Does not specify the amount anywhere. And they also offer $5 deposits from Bitcoin lightning, as well as multiple other deposits they offer for under $30. 

They're trying to deny my withdrawal request because my deposit in between chips was not $30 or more... Which is something that they only told me about after the fact that I deposited and then won and then tried to withdraw.... It's like they just came up with this random rule after the fact? But they don't state that anywhere for anybody to see or for anybody to know and they don't tell you that until after you try to withdraw your winnings? That sounds like a scam. And it certainly doesn't sound legal. 

I wonder how many times they've used this tactic on other people to trick them out of their money. I'm sure if my deposit was $30 they would have probably told me that the minimum deposit between chips you're supposed to be $40 or something like that. They basically just come up with any reason they can think of to deny you you're withdrawal request. And for that, they should not only be blacklisted but they should be shut down permanently.

It is not acceptable to add certain specific details to your terms and conditions after somebody has already deposited their money and ended up winning. Just because they don't want to pay out. If they really think that people should just already somehow know that it has to be a minimum $30 deposit between chips doesn't make sense and it's not realistic or by any means a legitimate thing to do. Especially when people are depositing hard earned money for the hopes of winning. Only to be denied by some BS unwritten rule that they decided to add on after the fact. A rule that is still not stated anywhere in the terms and conditions and it is a rule that I am almost certain they just came up with as another excuse to not have to pay anyone. LOOK INTO THIS AND TELL ME IF YOU THINK THIS IS  A "FAIR" WAY TO RUN A BUSINESS!!!

And I must say that I am appalled and confused as to why you guys have rated them with such a high rating? Especially all the negative feedback that they have. It almost makes me wonder if there's something else going on between you guys? I trusted the ratings from LCB in the past, but now I don't consider your ratings reliable based on how you've handled it with Ruby slots. You have misled me on playing at this casino, and I'm sure you have misled plenty of others which is very unfortunate.

And since I made my complaint days ago I have actually received little to no help with my concern whatsoever. 

I've tried being patient and polite. That has gotten me nowhere. Now it's time for you guys to do your job?!!!

Hello Nckwagers,

If you check the review pages for this casino group you will notice a warning sign and a clear advice to our memebers:

"Please be advised that you can expect slow delayed payments, delayed withdrawal tactics and voided winnings from this casino group. Ruby Slots Casino is part of the Virtual group, and has been known for offering a quantity of no deposit bonuses. This is one of the reasons why they have been under attack by bonus abusers, fraudsters, multi accounters etc, making it harder for regular players. That of course is not an excuse for their long and delayed payments. They do pay eventually if the player meets all the terms and conditions. Please note that if player breaches even the slightest rules, they can expect winnings to be voided. Its up to the players discretion to decide whether to play here or not. We ask you to proceed with caution with this casino group."

We also advise players to do their own due diligence before playing at any casino, and of course the ultimate decision on where to play is up to every player to make. 

We are not a regulatory body and we are doing our best to assist our members with all issues reported. Casino representatgive is familiar with your case and as advised, we are waiting for further updates. 

Thanks. I appreciate it. Please let me know if you receive any updates and thanks again.

Does it usually take them a week to give an update? Just wondering 

Hi Nckwagers

We've got the feedback from the rep:

This isn't an actual login I'm afraid. Need the actual username or email address.

Please resend your account details HERE.

I have sent both the username and email address 

Hi Nckwagers,

Thanks for sending your account details.

We will contact the casino rep again and get back to once we have any feedback.

On June 17th I made a crypto deposit with a promo offered. I re-buy a few times into a tournament then decided to play cash bandits 3 and played my way up to $2000.00.  

Hi Moakawzac,

Thanks for your thorough update.

It seems that the rep is on vacation. Once we get any feedback, we will advise you.

Please be patient.

Thank you I really appreciate y'all for any update. I will keep you updated as well

Thank you for offering to help.  I requested a withdrawal on June 23rd (about 2.5 weeks ago) from Slots of Vegas and it has not been approved much less processed.  I have contacted them through the chat feature and via email. They have replied but nothing has happened.  I was fairly lucky at first with with some inclave casinos getting my withdrawals within 5 -7 days but now am waiting on withdrawals from Sunriseslots, posh-casino, silveroakcasino and Slots of Vegas.  

I should have done some research on the sites before going forward but honestly, I was fine with them until I started winning a few times on no playthrough bonuses and then all of a sudden I received notice that my accounts were "placed in a different player class" which precluded me from using bonuses and I haven't received any payments since (maybe 1, I can't remember exaclty). I read through the terms and conditions and I haven't done anything prohibited or even shady (I deposited money for all of these wins), I just chose appealing bonuses and won on a few.  I even posted a defense of them on this site when I got paid (figured people should know I did get a withdrawal), but now I'm getting nervous.  A shame, I would have totally kept playing if this hadnt happened.  Now, I will not be depositing until I get paid. 

I sent you a pm, any help you can provide with any of the above-named casinos would be super helpful! Casinos are allowed to print money with their given advantages, they should at least stick to the deals they are offering and pay when people win. To not do so is criminal and beyond. 

Hello ryder11211,

Welcome to LCB! 

Please be advised that Slots of Vegas Casino is placed on LCB's warning list due to slow delayed payments, delayed withdrawal tactics and voided winnings from this casino group. 

Thank you for providing us with your casino credentials. We will contact the casino rep and inquire about your case and let you know if we get a response from them.

Thank you for your reply and any help you can provide. A super service you provide!

Since contacting them again recently, I have gotten my withdrawals "approved" at Slots of Vegas and Silver Oak which seems like a good thing but until the money is sent, it doesn't mean all that much.  Still hopeful they will go through. My biggest concern is actually the sunriseslots withdrawal (both because its the biggest and it hasnt even been approved), although I have received a payment from them in the past.  Though that was much faster, so I don't know if its a good sign or a bad one. 

Anyhow, yeah definitely checking on sites reviews here before depositing anywhere new.

Thank you again.  

Dear ryder11211,

Thank you for the update and kind words, we are doing our best! 

Please also let us know when you receive your money. 

If you happen to have any issues with withdrawal at Sunrise Slots Casino, you can file your complaint HERE, so that we can try to assist you further.

Hi, 

I'm sorry Nick but I was denied the initial withdrawal request because I played a tournament. I was then offered my deposit back which I accepted believing I broke a rule. I played it still upset about the denial. Then when depleted my bank roll I decided to double check the terms for the offer. And I found If you check the offer I used with my crypto deposit, not cash deposit its listed under the accepted games for that offer tournaments are accepted. I didn't see that till after I was told I was denied solely on the fact I played a tournament. Now I say that's false advertising. Agents I spoke to there verified it when I sent a screenshot of the offer and said that's "marketings problem" to update the rules and lists. Either way the payout should be made. Please see what you can do with this information. I got more 2 days to wait for the timeframe. Also I have proof of everything I have said here if you need it. And screenshots of every conversation I have had with them. Thank you

Hello Moakawzac,

The casino rep is not responsive as usual so it seems like he's still on vacation. However, we contacted him and referred him to your latest posts. Hopefully, we'll hear back from them soon.

In the meantime feel free to send me all the screenshots you have via private message.

Thank you for your patience.

Hello ryder11211,

Can you please update us on whether you have received the money?

Thank you.

Hello ryder11211,

Since we haven't heard back from you, we'll consider this case CLOSED.