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

I sent my info yesterday....Very  frustrated, payout still  showing requested status 2 weeks later and no contact yet... Is this a lost cause?

sigh...Just stay at them and you may want to consider avoiding this group until they can do better...such a shame as I really like this group

I have to agree with you chocolateman I to have never had a problem with Mainstreet. I hope things don't continue to go south that would be very disappointing.

Well they said the "check was in the mail" so fingers crossed it arrives soon. They said they sent it out  yesterday so I will keep everyone posted.

Well that's some good news. Please keep us informed to when it arrives. I am so sorry that you had to wait with this group. I wish they would tighten their butts up. They have been around for a long time...

I checked in on my payout and 2 weeks later they rejected my payout with no explanation...

Hello

I wanted to say that I have been playing at the Mainstreet Group of Casinos for over four years and never had a problem getting paid. The reason I liked playing there was because I could use a prepaid visa card to make my deposits.

I would then request a courier check for payment. I always got my check within 7-10 days and the checks were always drawn from a large US Bank. I really liked being able to go to Walmart  and cashing out with no problem what so ever.

Well All that came to a halt on my last check IT WAS CANADIAN !! I CALLED customer service and said whats with the Canadian check this time?

They told me it just depends on what processor they send it to. Well in four years of receiving checks I never received a Canadian check before. I was really happy the check was only a $100 because I could not cash it unless I deposited it in our personal household account.

I used to have an account that I used for only gaming mostly and it turned into a big problem. I had a check that was about a $1000 from a casino that was a 3 stars at the time. Well you know the story the banked contacted me two weeks after the check was deposited and said it did not clear. It ended up costing me several hundred  dollars in fees to clear up the mess that happened after the check bounced.

Now I am worried if I win a decent payout I might get a Canadian check again and Walmart will not cash Canadian checks. Me and my wife have a checking account for the household bills we pay but my wife wants no gaming funds run through that account.

I hope that the Club World Group does not start using Canadian checks.

Actually I do believe that Club World is using Canadian checks last I knew.  I don't think there are very many if any at all US facing casinos that offer a US based check.  Just one too many risks for them opening a US based bank account these days.  Banks are heavily scrutinizing each and every transaction made.
Plus let's not forget our good old Uncle Sam, who's watching over us to "protect" ourselves from these swindlers as I'm sure they'll call them.

Yes Club World has used Canadian Checks in the past. I've received several from them in the past. I just deposit them and let it sit. I received many from Mainstreet and never had a problem. As received a couple for WINADAY and never had a problem...

Well everyone thanks for the support!  The check came in and I waited until that thing had cleared and processed into my account before even touching it just in case lol.  The whole process took well over a month and it was disappointing. I hope everyone has better luck with this group!

Well im happy everything finally went right for you. I am sorry you had to go through this with Mainstreet. They are my favorite RTG group to play at. I never experienced a slow withdrawal before. I guess if I was in your shoes. I would be very wary now too...

Me too.

Hello, there is something i need to ask,it is about why do i didnt see my country in the list lastime when i was trying to sign up at this casino(all of them)?but i see all of this casino were accepted player from my country here at LCB casino review for this casino, is you guys didnt accept player from my country anymore?

Received an email from Vegas Casino Online with their weekly promos, which is odd because even though I used to deposit there, they have never sent me promo emails.  Found it interesting in the bottom of the email it said that they are paring down customer support hours, and will only be available from 5 a.m. to midnight from this point forward.  Something smells fishy at VCO.

Steer clear of MS Casinos from this point on until they fix their problems. This is my favorite group and I for one will be avoiding them until time being. Sorry MS but you are becoming untrustworthy.

Hello gwolfman,

I looked up your account and found you in Slots Plus. I have contacted Customer Service and will reply back here or by PM as soon as I have some information for you.

Thanks, Peter

Hi gwolfman,

Your payment has been processed. Accounting has confirmed this for me this morning.
Sorry again for the delay; I just wanted you to know that it is in fact processed now.

Best regards,
Peter

I wish that I had read this forum before playing at Sun Palace, but too late now.  My wire payout request of $1,000.00 has been at the "Requested" status for eight days.  It took me three days to reach someone in finance through live chat.  They said that I should receive an email regarding any necessary documents soon.  I received email messages from Finance after sending several emails that they would send documents to me within a few days too.  Why didn't they send the documents to me when they emailed me? 

I have only deposited through the Payment Voucher system (Mr. Token website).  The 400% welcome bonus was played through well beyond the requirements.  I realize that the actual bonus amount will be taken away from the $1,000.00, but there shouldn't be an issue with the remaining payment according to the bonus terms.

I know that wires themselves do not take as long to process as checks.  I don't want this to go beyond a month, especially when this forum says that e-wallet takes 48 hours to process withdrawals.  Please assist.  My User ID is owlowl.  Thank you.

Not sure if the Rep is away on Holiday or not, but will send them another notification myself.

I appreciate that, thank you!

The documents you need to send are listed here http://www.sunpalacecasino.eu/images/public/faxback.pdf  If you didn't use a Credit Card just filling in your deposit method information. Also scan a copy of your utility bill and ID. I hope everything goes well with you...

Hello vixiedina,

This is Peter from Marketing. I am here to try and help with this situation. Please understand that I cannot view all of your details and transactions as  am not in the payments/security departments so instead I contact them with questions to assist you. After contacting them earlier today when I read your posts I have the following information:

- Your request was placed on Dec 20th.  Cycle time is posted online as being 2 weeks.
- You had not been contacted by Security because your event had not reached evaluation.
- Since then, your event did reach evaluation and Security has requested documentation.
- It will now depend on when you provide what Security has requested - I do not have that information but you should at this point.
- After that your withdrawal will depend on the next batch of processing.

I hope this helps to clarify things.

Best regards,
Peter

2 weeks? And you wonder why you can't get on a certain forum accreditation list...

Received this message today: 

This is an automatically generated Delivery Status Notification.
THIS IS A WARNING MESSAGE ONLY.
YOU DO NOT NEED TO RESEND YOUR MESSAGE.
Delivery to the following recipients has been delayed.
[email protected]

Should I resend my documents somewhere else? 

With it being the holidays you can probably expect a pay out from these guys to be a bit slow.  Mainly because I'm sure they'll use Christmas and Christmas Eve, plus New Years Even and New Years day as part of there excuse.

Now why the inbox for security documents is full I have no idea.  Hopefully the rep will have an answer for this.

Maybe try e-mailing the documents to [email protected] or [email protected] those are what are listed on the web site for where to send documents to.

Hello again vixiedina,

Security confirmed with me that they did email you explaining the required documents. You mention above that you did not receive anything from Security? The email came from "[email protected]"

If you did not receive this email can you please first check your "junk" folder in case your filters are pushing it there (that is very common with casino related emails).

I can ask them to resend if you did not actually receive it but please send me a private message to confirm your email if this is the case.

Thanks,
Peter

There is nothing in my email or junk folder from the security email address.  I will PM you.

EDIT:  Mystery solved!  It went to another email address that I didn't realize was linked to this account.  I replied to their email and let them know that I sent the docs from my other address (which I pmed you), but I also re-sent them again through the one on file.

This is what happens when you have too many email addresses!  Please let me know if there's anything else that I need to do, Peter. 

Just to follow up, today marks two weeks since I requested my withdrawal and I received an Email from the finance dept. that they received my banking info:  "Thank you for providing us with your banking information.  As soon as your provider processes your withdrawal, we will notify you accordingly via e-mail."  Sun Palace still has a "Requested" status, so I'm not sure how long it will take from here.  Regardless, that still seems longer than the two weeks mentioned on the website to process a withdrawal.  Also, my email with my credit card authorization form finally bounced back today too.  So although everyone whom I've dealt with has been very friendly, they seem overloaded.

They've had a history of slow pay before.  Plus after I saw they implemented some of the newer withdrawal limits based your player status bit.  I'm thinking they might be having a slight cash flow issue.
I've never understood the whole we'll pay you less, if your not considered a VIP bit.  This place is almost sounding like it's been taken over by Win Palace group by the way they've implemented the whole we'll only pay you so much based on status bit.

Me again.  So the status finally changed for my payout to "In Progress" on January 4.  Under Sun Palace Casino Cashier Help, "Your request is 'In Progress' and our team is awaiting confirmation from the payment processor regarding the fulfilment of your request. Normally, your request will not be in this state for more than a few minutes."  It has definitely been more than a few minutes, so now I'm worried that there's either another issue, or this is a stall tactic.  I verified with my bank the process for both ACH and International Wire transactions so that Sun Palace would have this info (both ACH and wire language have been used in different places on the site/casino).  Since my initial withdrawal request, it has now been 17 calendar days (10 business days if you deduct the weekends and holidays).  Last week, Accounting said that I should receive the deposit this week.  We shall see . . . .

You should be all good now.. Give it til tomorrow and your payment should be on its way. Hopefully things work out for you. As I said this was my favorite group to play at. I would cash out and receive check in hand with 5 days...

Thank you!  Yeah, I really enjoyed playing too.  Maybe now it won't be so difficult to withdraw.  I might give them another chance if I get my deposit successfully.

I do still miss the days of Microgaming casinos though...so easy to deal with back in the day! 

Hello vixiedina,

Thanks for your patience. While USA payments are a bit slower these days, the main thing that holds up the process is when documents, phone numbers, etc are incomplete. We strive to ensure that payments take no longer than 2 weeks once these items are verified and it looks like your payment should arrive within the next few days.

Thank again; I also private messaged you with a brief update. 

Cheers,
Peter

I just can't believe people are still depositing here and shocked when slowpay and no response things happen.  If they are a member of this forum, they no doubt know that issues exist with Mainstreet and these things.  Issues that have been clearly documented from trustworthy and long-time forum members exist on not only this thread but several others.  Stop giving places your $ and then complain about it when you knew it was a problem to begin with!  Sorry, you may as well just burn $$ or be reeeeeeeeeeeeeaaaaaaaaaaaaaaaaaaalllllllllllllllllllly patient, because you won't get paid for at least a month.

Sorry to be brass, but wisen up folks!

Hey there,

I appreciate brass and honest for sure and agree.  But I just didn't know about the issues initially.  I didn't realize that this was an issue until I wasn't getting answers about the payout length and sought out a place to help....hence, here I am.  (As you can tell by my Newbie status here.)    I only made three or four small deposits at Sun Palace and hit a streak-biggest I had in quite a long time-guess it was beginner's luck, so I can't relate to the money-burning regarding this particular site.

I think that a forum like this is perfect though because now I do have a place to research before depositing in the future.  I am glad that I found it.  Regardless of the delay, at least their rep here has been very helpful.

Vixie I did notice your 'newbie' status, and don't worry you'll get up there in no time flat.  If you ever have any questions at all or are looking for recommendations at where to spend your money, just post a new thread here I believe it would go under the subject 'Casinos', just ask everyone where they are playing at these days and what the fastest cashout is lately.  If it weren't for this place, I would probably still be burning my $20's at some rogue casino that's on the blacklist here and wondering what I was doing wrong .  So just ask.  Everyone here is more than happy to steer fellow players in the proper direction.

There are some people out there (You know who you are, lol) that do as I mentioned above on like a monthly basis and then question why problems arise.  Now my dad always told me 'The definition of crazy is doing something over and over again and expecting a different result.'  Truer words have never been spoken. 

Good luck to you and welcome!

I finally received my deposit this morning from Sun Palace!  It was more than I thought actually...I guess when I requested the withdrawal, the bonus amount was already taken out, so I received my full $1,000.00 via ACH in my bank account.  It might have taken a while, but at least I know that the system works.    24 calendar days/15 business days with the holidays and weekends.  I just thought I'd let you all know.  Thanks for the help!

Hi,

So I am having some difficulty with Vegas Casino.  As a regular player at the sister casino, Slots Plus I noticed one day the bet limits for my 2 favorite games, Aladdins Wishes and Rain Dance had been decreased down to $2 per spin, no reason given,  I inquired about it numerous times and finally it was changed up to $10, still far below other games but acceptable.  I sign up for Vegas Casino and the same problem is present.  However this time the customer service person says it cannot be done and then spends half the time thinking I want to discuss wage requirements to withdraw or saying I ve given you all the information.  When I repeatedly ask the person to check my Slots Plus acct to see that indeed it is possible she at first wont then says they did, saying I have the same limits, when I have it up on my screen showing a $10 max bet.

The person wasn't openly hostile, but they sure as heck weren't helpful and dare I say a bit dismissive.
I emailed myself a copy of the transcript if you want me to pm it to you, along with both my acct names

If there is a "rep" for LasVegasUsa casino, I have been requesting a withdrawal of $250.00 from this casino since Jan.17th, I have filled out paperwork,more paperwork,faxbacks on credit cards NEVER used at this casino (I used mst giftcards), answered phonecalls verifying my identity etc etc...  My withdrawal was (I only know this from checking "my account:)withdrawal was changed to $125.00,, okaayyyy...  finally fed up after not hearing/seeing anything  and start emailing, it takes them over a month to finally tell me my max withdrawal for that bonus code was $125.00, well NO, I had saved the email with the code and it's terms, checked it Before I played, checked again After I met the playtru... and clearly stated was a max of $250.  Took days of emailing,livechat before they finally admitted that I wasn't lying about bonus/max withdrawal limits.  Okay, I then was told via livechat that withdrawal will be honored asap, this was Feb.5.  I then waited again,, keep in mind i've been asked for creditcard numbers/info that I Never used at this casino, was basically told I probably "missed" their email replies,that "perhaps their in my spam folder".... give me a break!!!  Everytime I sent an email, they send back an "auto" please fill out our survey" email, and yes I have saved Every one of them.    What is finally making me lose it .... Today after sending daily emails asking where my withdrawal $ is, I get yet another email from their financial dept, telling me they have had issues with their "payments provider" and if I want my money, I need to email them a credit card number (no debit cards,only credit card) And that the credit card Has to have a Larger Balance OWED on it then the withdrawal amount!!!  I have Never in all my years of playing online,had Any casino not only screw around this long,but to actually assume I would think it is okay to be told I need to give Them a cc with an outstanding amount over my requested withdrawal amount owed on it before they will "speed" up the payment process, are they Kidding?  Not only have I jumped tru hoops even the guy on the phone verifying info agreed was Not needed, Once again, they fail to realize that I was told on Feb.5 that I Would receive my payout, and Once again they did nothing, said nothing about any "payments processor issues",nothing until I once again had bombarded them daily with emails.  I've been around here quite awhile, played at Winpalace,which we all know closed down and didnt have a good rep, but I have to tell you, that casino Never screwed around and delayed and delayed and "forgot" and "oh,sorry we have payment processing problems" or other excuses. I have Never complained about a casino not honoring a payout or blatantly ignoring constant emails/requests. Sadly, I'm down to 2 online casinos I will play at, Inetbet and Kudos..  I can't believe I've spent over two months waiting on a payout that is obviously never going to happen, please do NOT Play at this casino. I now know Why a casino gets blacklisted.
bojooo

PS:  Just to let everyone know, I'm not prone to ranting/raving/woe's me type postings, just last month, I had a payout request of over $3000.00 from Inetbet, was pretty excited. Then I received email letting me know I didnt follow the bonus/promo rules, I played at games I didnt realize were not included.... Well, a bummer, but never once did I email,contact the casino and complain,because when I doublechecked, they were absolutely right, I was wrong, and that was end of it.

Hi Bojoo,

We do have a rep for this casino and we will merge your thread to the correct support topic. This casino is one of the reputable and safe USA friendly casinos to play at.

We have notified the rep and he should respond to you very soon regarding your complaint.