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Ruling

Despite repeated attempts to contact Slot Nuts, the casino failed to offer any form of response to this complaint. Through the player's dogged hard work and determination they found a contact within the Real Vegas group that was able to ultimately get their funds paid.

It's should also be noted that the Central Dispute System (CDS) that is the mediator set up by Real Time Gaming specifically to address player complaints with casinos using their software failed completely to address the players payment issues in the first instance, resolve or even respond to the players technical issues with their website in the second and finally refused to even respond to our repeated attempts to alert them to alert them to the issues that this player experienced. While the casinos failure to respond to this issue is concerning, the CDS - who are supposedly their to assist players - failing to offer any easy avenue of communication to either the player or other professional bodies leaves a large question mark over their effectiveness as a dispute resolution service.

Read our Slot Nuts Casino Review.

Player's Complaint

Slot Nuts Account Details :

Username : [EDIT]

Email : [EDIT]

Verification Documents : Approved and on file

Complaint :

Greetings ,

On the 30th of October I managed to get a win at Slot Nuts casino after making a deposit and taking a bonus. I read all the terms and conditions and wagered accordingly eventually breaking through the wagering requirements at one point I was at $35k but mysteriously this figure dropped to 4.5k after I had broken through the wagering requirement.

I continued to wager until I hit 3k usd and proceeded to make a withdrawal via Wire Transfer. Immediately after I requested the withdrawal I received an email of acknowledgement.

The standard wait time for approval is apparently 7-10 Business days which has expired presently and I have made a number of attempts to find clarity via Live Support , Emails , and even an email to the manager Jack Wells. The emails all state that inquires are all answered within 1 business day : to date I am yet to receive a single response outside of the bad typists in live support.

Also to note the maximum withdrawal (per withdrawal) is $2k which has been reflected as a $1k and $2k withdrawal within the account history of which I have a screenshot.

I could really use some help here as I just want to receive the winnings I justly won and am quite obviously getting the run around over and would appreciate any help thepogg could offer.

Kind Regards,

[EDIT]

24 Responses

Hi KiwiGuy - thanks for getting in contact.

The first observation that I would make is that while payments may be processed in 7-10 business days, that doesn't factor in time frames at the payment processor/bank.

I'll get in contact with Slot Nuts and see if I can get them to provide any information. I let you know as soon as I hear anything.

Thanks

ThePOGG

Cheers Mate that would be great ! be good to get some sort of feedback from these guys its like im talking to a robot in terms of communication : the classic 'ill get back to you' at every step its so frustrating ...Cheers Man Really appreciate you helping me with this .

Hi KiwiGuy,

I've followed up again today with Slot Nuts. I assume you haven't received payment?

I would point out at this juncture that the Real Vegas group - of which Slot Nuts are a member - have been repeatedly unresponsive to us in the past.

ThePOGG

Gidday ,

Well at this stage I can report that no I still haven't received the winnings I've asked so many times what the situation is and I Keep getting told that 'There's a note on file saying that management needs to approve the payment' they state on their website that it takes 7-10 business days for approval we are going on 15+ .
I've even done some checking around one guy reports that he has waited 3 months for a mare 100 dollar withdrawal is there any kind of authority that governs this casino in terms of a gaming commission ? I assume they are located in Malta and are subject to rules of some kind ?

Hi KiwiGuy,

Unfortunately Slot Nuts have no real regulation. They are licensed in Costa Rica, not Malta. The Costa Rican government's requirements for a license is an upfront fee and that the casino do not accept Costa Rican citizens. They take no interest or involvement in the running of the casinos they license.

If you take a look at the Slot Nuts Casino Review we have posted, you'll see that this behavior is far from unusual for this particular group.

I'll do what I can, but the chances of getting this group to discuss the issue are very low.

ThePOGG

Pogg ,

Look I appreciate everything your doing just wanted you to know that.
If there is no authority that can enforce laws , rules , and conditions upon this group then it is logical to assume that it would be very easy for them to operate on a fraud basis.

I would be dubious if I were any gambler out there when dealing with any casino Located in Costa Rica due to the lack of governance and enforcement of professional codes of practice.

I have had past payments from another group known as the virtual group but it took 5 months to get the money and staying on their case having to use publicity as a persuasion mechanism.
I could try a publicity campaign *shrugs* who knows.

I will report one other thing I was speaking with an agent called '[EDIT]' and I did a 'what if you were in my shoes what would you do' and they said 'Have you tried to email [EDIT] from the Accounting Department' .

That is the only thing I can report at this stage with regards to positive things thus far.

Hi KiwiGuy,

If you can get an email address for [EDIT] I'll be happy to try and contact them. I'm not familiar with this individual personally.

Thanks

ThePOGG

Ok ive had some movement regards to the situation after 20 odd business days :

Reference number: LTK1216708966060X Please use this ticket number in any correspondence with us.
Subject: attn : [EDIT] Accounts Department
Dear [EDIT],
-----------------------------------------------------------
Thank you for contacting us.

Upon checking your account you won from the coupon code QWJV6 which has a maximum withdrawal amount for $2000.

Please feel free to contact us if you have any additional questions.

Sincerely,

[EDIT]
-----------------------------------------------------------

After which I hit live support and spoke with two agents : [EDIT] and [EDIT] respectively we discussed the two separate withdrawals which were in place amounting to 3k (1000 usd and 2000 usd) 2,000 is the maximum withdrawal for this coupon originally when I accepted the coupon there was no stipulation about a maximum withdrawal and after 20 business days in the jungle they are prepared to effect the transfer I just want these matters to be settled the length of time this has taken is unbelievable.

I had to reverse the amount 1k but apparently this has now been prioritised as a result of this these guys like to roll in it I tell you pogg.

Hi KiwiGuy - Thanks for the update.

I still haven't received anything back from Slot Nuts, but this appears standard for this entire group.

To clarify the issue - you claim that there was no $2k limit in place at the time you played? Have Slot Nuts agreed to pay the full $3k or are they stipulating a payout of only $2k? Could you provide me with the url of the terms and conditions for this coupon and the date that you claimed it? It may be possible for me to verify whether this term was in place.

Thanks

ThePOGG

Ok I did some digging around to try and find that terms and conditions on the coupon but all I could find are the general t&c's .
Originally when I got the coupon it was one of those live support agreements and I forgot to screenshot the conversation it was late at night just finished a long shift it would be impossible to prove anything now.

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As to the situation Slot Nuts claims that the reason everything is being held up is because the withdrawal is over 2k yet they failed to communicate this for 20 business days didn't hear boo out of them until 2 days ago.
Now its a case of ok ive altered the withdrawal as per their request to 2k instead of 3k as this will 'speed things up' according to them and pigs will fly I think pogg.

Hi Pogg ,

Im stepping in here for dad I only just got told about the situation and I'm already getting to the heart of the matter.

[EDIT]

As you can see from the screenshot there was a coupon reversal for an amount 13,468.25 which apparently brought the new balance to around 3.5k the first thing that comes to mind is where did 13k+ go and why .

From the conversation I had with the allways friendly live support :

[EDIT]

The guy went on to ask why I wanted the url link and then asked if there was a problem my first impression is this is a guilty response.

I've pretty much got all the information I need to launch a Central Disputes System dispute but just thought id run things by you ..do you think its worth going after these guys? .

Hi KiwiGuy,

At the present point in time I don't believe this group will make any effort to communicate with me, so there's little I can do to help other than document your progress.

Regarding the chat conversation, it doesn't seem nearly substantial enough to assume guilt of anything. It's more than plausible that either the terms for the specific promotion are not published on the Slot Nuts website (i.e. they were emailed out or given over live chat) or that it was just too much hassle for the operator to look them out. Not professional, but still plausible.

Looking at the balance screenshots, firstly I would suggest editing out personal information like full names in the chat window. Secondly, it looks like a substantial bonus was given on a $35 deposit - in the region of 2000%. That unquestionably would carry a max withdrawal which likely explains where the $13k went and in all honesty, I find it a little surprising that the max withdrawal was as high as $3000 - nearly 100x the deposit.

With regard to the CDS - as I've mentioned above, I really doubt that I'll make any headway for you given the entire Real Vegas groups lack of response to complaints, I don't consider the CDS a particularly effective system but as things currently stand I don't see that you've got another choice. Please keep me informed of any progress you make.

ThePOGG

I thought the max was 2k being the case how is it possible to be around 3k at any rate without exact t&c's and the groups rep will go balls to the wall and see what happens.

Ill keep you in the loop mate thanks for helping us with this thing.

Hi KiwiGuy,

Have you made any further progress with Slot Nuts?

Thanks

ThePOGG

Greetings Pogg ,

The Current Situation is thus : Slotnuts have said over and over that management has to make the approval and I was given a timeframe of 1 month forward from the 18th of December.
They have run out of excuses and to make the situation even more ridiculous the central disputes system is claiming that I haven't responded and therefore is moving ahead to close the dispute.

The dispute was locked at one point with a message saying ***suppressed from player I couldn't post anything and I've emailed the guy that was handling the dispute about a million times and he's playing dumb like I haven't contacted him yet at one point when things looked good for the casino being able to deny the winnings he was in contact.

I tell you something stinks all around I had a friend locate Hastings BV International the apparent company behind wxw.cds.com and they were evasive from being asked any questions kept saying to email it : ok so at this point its a waiting game talk about one hell of a muck around.

This is the latest Response :

From Slotnuts :

From CDS :

Hastings Dispute - Updated

FROM disputes[@]hastingsbv.com TO You

Show Details

From
disputes[@]hastingsbv.com

To
[EDIT]

An update has been made to dispute # 23272

Comment: [EDIT], We cannot continue assisting you if we are unable to receive any updates from you. Should we not hear back from you by end of this week, we will assume that our assistance is no longer required. Sincerely, [EDIT] Dispute Analyst Central Disputes System.

Hi KiwiGuy,

I've just attempted to contact the CDS again. Given that this is the first full working week of 2014 I'm hoping their failure to respond has been a holiday issue and that we can move forward shortly.

Hope you had a good New Year.

ThePOGG

Hi KiwiGuy,

I've contacted the CDS one last time to attempt to draw a response, explaining that if I do not have anything back from them by next Friday I will be publishing this complaint including supporting evidence and opinion regarding their apparent willful inaction.

ThePOGG

This is the current situation as it stands ive managed to get someone to the bargaining table by the name of [EDIT] whom apparently is one of their v.i.p managers ive provided visual aides not sure what to make of the situation whether its good or bad just ...don't know anymore.

Hi KiwiGuy,

What this development suggests to me is that Slots Nuts do eventually intend to pay you. Personally I think that's great news. However, I you can see from the email their VIP Manager sent, they intend to pay you in another few months. 1-2 weeks for approval and then a further 6-8 weeks for processing - all in this will take between 7 and 10 weeks. Hardly what I'd call a customer focused payout process.

What I suggest is keeping at them - while I think you will ultimately be paid, you need to keep up the pressure to ensure that this process stays on track. Polite but firm emails every few weeks seem prudent.

ThePOGG

Greetings Pogg ,

As of today 27/01/2014 12:00pm I finally received the winnings via wire transfer my liaison with [EDIT] got the ball rolling which lead to this conclusion .
Not much to say really apart from this has been one heck of a Safari I would like to thank the Pogg for hanging in there with me till the end .

If Mr [EDIT] is prepared to help me find a resolution and after he mentioned about the former Employee who left with company data : perhaps he could be approached to assist other people with disputes within the RealVegas Casino Group.

[EDIT]

[EDIT]

[EDIT]

VIP Manager

Pit Boss - Slot Nuts Casino

Hi KiwiGuy,

I'm really thrilled to hear that you've ultimately been paid! It may have taken far too long but at least you eventually received your funds which is the important part.

I have taken a note of the contact details for the member of staff that helped you deal with this case and will approach them if any further complaints come in. I have however removed their contact details from this page. I try not to publish any personal information regarding either players or casino staff and with a live email address all that's likely to happen via publication is that the individual will get flooded with player requests/complaints and will ultimately move to a new address.

I wish I could have been of greater assistance in getting your funds back and if there's anything you need in the future don't hesitate to get in contact.

ThePOGG

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