Las Vegas USA, Vegas Casino Online, Slots Plus, Sun Palace, Lucky Hippo, Old Havana, High Country Casino Support and Complaints Thread

Hi,

My name is Jason and I represent the Mainstreet brands consisting of

SlotsPlus
SunPalaceCasino
LasVegasUSA
VegasCasinoOnline
Re-opened 10 Dec 2015 - Old Havana
Looking forward to posting and assisting where I can!

Thanks
Jason

Updated 28th March 2018 - Lucky Hippo added to LCB list

Updated 4th March 2020 - High Country Casino added to LCB list

Hi Jason and welcome to LCB.  Thanks for being here for us.

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Hi Jason,

Great to have you on the forum assisting our members and visitors!

Welcome to the forum Jason.  I love playing at Sun Palace, once of my favorite casinos to play at.  Have you guys resolved the whole waiting 10 to 20 business days for a pay out tho?

Hello jason! I am also great fan of slot games and want to play it online. I think Sun Palace is a good place to play it and get all bonuses as soon as we can.

Thanks for the welcomes everyone.

cheetahwind - we have a process and protocol for payments and unfortunately with the options and difficulties it is to get payments to players residing in specific countries, they do take a little time sometimes. Again this depends on many factors. We do our best. We have been around since 1999 and are a well respected group but landscape has definitely changed since 2006.

Jason not sure if you are still our rep, but I am hoping so!  I used to deposit frequently with VCO, took a little break and then decided today to make a deposit both there and at OH.

I have no idea what happened in that period of six months or so, but your reps are seriously not helpful and your websites are giving misleading information.  I am kept waiting for upwards of 20 minutes just to get a simple response (website for MST).  I also tried to use PEARLS75 twice (which your website clearly states can be used twice per day) only to be told 'sorry, it's only once'.  When I asked why the website said differently, I was flat out ignored.  Both VCO and OH state that I should get a $25 free chip for my first MST deposit, but the rep did not want to credit me one for my OH deposit today.  Nowhere does it say that this is not casino specific.  You all should really update your website.  I used to enjoy playing there, but your reps and the misleading information on your website gave me a headache today.

Hi Jodi,

I've inquired with CS and really sorry for any delays they may of had replying to you.  I have been told that with regards to the PEARL75 bonus.

And with regards to your MST $25 free chip you were credited with this (on Nov 20, 2012) and this bonus is only valid for a first time deposit.  This was explained to you via live chat on Jun 13, 2013, 5:31 pm

julia (05:31:16) : Welcome
julia (05:31:22) : May I have the casino and your username please?
josephine connett (05:31:33) : old havana
josephine connett (05:31:35) : jodiisgreat
julia (05:32:54) : it is only on your firts deposit with mst
julia (05:32:59) : and you already received it
josephine connett (05:33:14) : i was never credited that
julia (05:33:34) : yes last year


Hope this helps!

Regards,
Jason

Yes, I did figure that out later, once I finally got a response that I received the MST bonus.  But the contradicting information regarding the PEARLS75 was in a message in my lobby, not the newsletter on the website.  It still doesn't help the fact that your CS rep was rude and slow.  Sorry, but it's true.

My check from Las Vegas USA bounced.  It came back saying "do not honor".  wtf.  What does that mean.  Now my account is overdrafted big time because of this.  Whats going on with this group?

Is Jason still around? I really need help. My username is drunab @las Vegas USA.

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I really wish that you will get this solved before NY! Come on Jason, time for a little Christmas magic. Also, sending the check that bounced is really, really not cool.

I'm going to guess that since he hasn't been active at either forum that I'm part of, since early July.  I'm going to guess they've pulled there forum rep, again.  Which you would think for a casino that for the most part seems good.  That they would try harder to communicate with the casino community.
Have you tired live chat, by talking directly with the pay outs department?  It's listed as an option, I barely see them online, yet checking on occasion doesn't hurt.

Hello, this is Peter.

Jason left the company a while back earlier this year, so I'll get the signature line changed soon.

"drunab", I apologize for the late reply as I am currently out of the office for a few days. I have done a couple of things for you over the last two days related to this issue so I would like you to know where it stands.

At the most basic level, please note that a third party processor issues the Checks on our behalf. Over any Holiday time, processors have very little and sometimes no staff on hand to provide assistance when it is needed. Unfortunately, their Holiday time is out of our control.

I sent your message about your returned Check to our Accounting department. They then go through the processor to confirm what happened. The processor then gets back to our Accounting department and from there a solution is sorted, usually in the form of a re-issued Check. We have no problems replacing a returned Check - the Check was issued from a live bank account when it was sent out. I do not know what happened in the meantime and that is where the communication between Accounting and the Processor comes in.

Right now, our Accounting department is waiting for a reply from the processor so that they can resolve this issue for you. We do apologize for the inconvenience and will resolve the issue as soon as we hear back from the processor. This will likely take several more days based on their Holidays.

Thanks,
Peter

Why reissue him a check? When it was your check that caused part of the problem anyways? You should do a wire free of charge or better yet Cash or Money Order + any fees he lost.

Doesn't really explain what went wrong, and I agree completely with chocolateman!

I don't think  wu transfer is to much to ask. Would that be possible? Taking another check seems a little risky as far as my bank is concerned. My account is still open but I don't know for how much longer. So it is vital for me to make good with my bank asap

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Thanks bro

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Anyone here? Peter????  Im starting to get very disappointed.  I have been emailing your financial department with no response.  WTF

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Patience is wearing thin

Hello drunab,

Accounting has confirmed that they will be able to issue a Western Union for you instead of a replacement Check.

I apologize again about the delay - Accounting is waiting on the processor to confirm what happened. I spoke with Accounting and they are ready to issue the WU as soon as they have a confirmation.

Thanks,
Peter

Hello drunab,

Happy New Year to you and everyone else on the forum!

It is my understanding that Finance has been in touch with you to sort your payment.

If this is not the case, please let me know via email as I will see it sooner than I will see updates to the forum, thanks.  "affiliates at mainstreetca dot com"

Cheers,
Peter

I  recently started playing at Slots Plus.  It seemed to have a good reputation on this board so I decided why not.  I was lucky enough to be able to deposit and win and made a withdrawal request.

My first surprise was that it states it takes two weeks to process.  Ok that's my fault for not reading the website closer.  But seriously that's a long time. I submitted all relevant documents and was cleared by security who called to verify my info as well.

Its been over two weeks and it has not processed so I just asked if it was going to be done shortly and they indicated that it wouldn't be done for up to TWO MORE WEEKS. This was both surprising and upsetting since sitting on $2500 is not something anyone would love.

So my question is does anyone have experience with this casino and any thoughts 

Thanks

Wow, that's ugly!  >:(  I can't help, tho, 'cus I haven't played at these casinos for mega years.  Just stay on them.

Hello Melcb, when you have nipsy510's user name, please send it over to me and we will have a look to see where things are at, thanks.

Peter

Pm ed you thanks for the help!!

2 weeks to pay, if they even decide to pay what a joke.  Certainly won't play there. Not the first time I have heard a complaint of this group taking forever to pay. 

Hi Melcb, thanks for sending a user name however that name is not in the Slots Plus database.
Can you please check again on the user name?
I tried it a couple of times in case I was entering it incorrectly however it was not showing up.

Thanks, Peter

I pm ed you both the correct id, sorry about that.  I sent along the id for the wrong casino

Hello nipsy510, thanks for pm'ing me your correct user name.
I had a chance to speak with the Customer Service department late in the afternoon yesterday. They are sorry for the delay and your first payment was in the processing queue so it will be released either today or Monday. I apologize for the limited details right now and I just wanted yo to know that it is in fact on its way within the next two business days.

Thanks,
Peter

Alright thanks for looking into it.  It was still in the account as of today so I will check in on Monday.  Although they had no explanation for the delay?

Hi as of today nothing has happened.  I contacted support and now they say Wednesday.  This is getting a bit concerning.  Are they just going to keep pushing back the date?  Sorry to be a nag but this is kind of getting old

Annnnnnnndd still nothing.  I pmed the rep a few days ago and no response.  Have you heard from him at all Melcb? 

Hello again, nipsy510.
First, apologies as I was down with a flu bug for a few days.
Your withdrawal has been sent out by MainStreet. The processing company is the last step before the funds are sent to you and we have sent the funds to them.

The reason you may still see the balance in your account is just part of the withdrawal system. If you still see the funds, they are locked up since we have moved them on your behalf but they are definitely sent out at this time.

Thanks,
Peter

just curious why I couldn't claim shark20, I'm kinda bummed cuz I love this group, and they don't give free stuff very often... username is luvlife7769.

I was curious how long payout requests normally take? I actually requested a payout over a week ago  and there has been no update or change in status since my request. I expected at least an acknowledgement of the request by now but nothing...

bhappy-
I am a MONTH into this process tomorrow.  Everyone says they pay in a timely fashion but it just isn't the case.  I am still waiting with no end in sight!

Mainstreet-  I appreciate you looking but what you are saying is not very helpful because that is the SAME information I received 5 days ago with no change.  I checked the account and the request hasn't been updated since the 30th.  It has now been almost a month and this is ridiculous.  The money being "sent out to the processor" does not do me any good and  when I inquired about this they ASSURED me that it only takes a day or two for the check to be issued. It has been 5 days, if not more. 
When I inquired again someone PROMISED to email me on Wed. when the checks were to be released and then again today when that didn't happen.

Mainstreet, what's the problem??? My payout requested on 9/25 is still just showing requested and has not even been looked at? Getting worried...

Wow this isn't good... I hate to say it MS is probably financially struggling. They have done some changes to their bonus terms back in the past to suggest that maybe the case. Please keep this thread updated on your cash out. MS please no more lame excuses. Those same excuses you are telling started out the same way the Rep from Rushmore did...

Hello everyone,

nipsy510, I spoke with CS today and your withdrawal was processed by MainStreet on Sept 30. That means the processor would have it October 1 and then they go through their process of sending out the payments. That would be three business days ago so depending on the mail, you will see your check any time now.

bhappy2day, I can check on this for you however I need specific details from you of which I do not currently have any. You can PM me the specific casino and your user name in that casino and then I can begin to look into this for you.

Thanks,
Peter

lets hope so... there is no reason it should take a month to pay someone.