Red Dog Casino, Slots Empire Casino, Aussieplay Casino, El Royale Casino, Las Atlantis Casino Support and Complaints Thread

Hi Jayro2180,

Thank you for your feedback. Please note that BTC rate is quite dynamic, so sometimes the approved amount may be slightly different (higher or lower) upon the receipt. 

Should you have any questions we'd be happy to help.

Regards,

Paul

Hi,

Thank you for the clarification.

Hello Jayro2180

As Casino Rep clarified this case we will mark it as Resolved. 

I'm having trouble receiving my AussiePlay casino winnings... I'm sending the requested documents and the validation team is asking for nonsense: They are asking for a document that has not expired... but my document has not expired... they confuse the issue date (date of creation of the document) with the expiration date (which is on the back of the document) this only expires in 2026. and about proof of residence, they are asking for the document in English... I am Colombian, there is no way I can have proof of residence in English. Please help me. Hernan Milito

Hello hhernanmi,

Could you please send us your Casino Username via private message so we can inquire about this issue to Casino Rep?

sent without PM

Hi hhernanmi,

Thanks for sharing your credentials. We will ping Casino Representative about this case and once we get a response we will get back to you. Keep you posted.

up........

Hi hhernanmi

Casino Rep got back to us and said that your case is under review by appropriate department. Once we get some response we will let you know. Keep an eye on this thread.

OK. thanks. I am waiting.

Hi hhernanmi,

Thank you for your feedback. Please note that KYC documents confirmation of your account is an essential procedure before the very first Payout which guarantees fund will be received by the rightful owner. Usually, it takes a couple of business days, but sometimes it may take longer in case of any documents being missing.

I've been in touch with a Casino representative regarding the matter and was informed that your account has been already approved. So you are welcome to proceed with a Payout request through the cashier on our website.

Should you have any questions we'd be happy to help.

Regards,

Paul

OK. thank you very much

Hi hhernanmi

As Casino Rep clarified this for us, we will mark this case as Resolved. 

Good morning Dear friends! I have the same problem as the previous colleague, their staff is saying that my document is expired, but the validity is stated at the back of the document, and Date of Expedition and the date that the document was created. Not to mention that they are applying for residency in English in a Spanish-speaking country, it makes no sense.
I request help from the LCB to resolve a similar case.

Casino Slotempire

my login is: *****n36*

Hello lleverton365, 

Please be informed that Slots Empire is placed on LCB's warning list. Players can expect slow payments, low cashout limits and slow response from customer support. 
LCB tested their withdrawal process and faced many issues, full story HERE.

May we ask you what documents you submitted to the casino in order to verify your account?

Required documents are:
 

• Proof of identity (driver’s license, ID, passport).
• Both sides of the card(s) you have used for depositing
• Proof of address (utility, medical or delivery bill, or any official document with your full name, address and date. Please note the document must have been issued within the recent 2 months)

I've played at some of these casinos. I don't know how reputable they are. I haven't been able to request a payout yet so I can't comment on that. They have that feel of the player having problems with withdrawals. 

Hi James,

As mentioned above, please note Red Dog Casino and Slots Empire have been placed on our warning list due to slow payments, low cashout limits and slow response from customer support. 

Our team tested the withdrawal and you can see the full report here.

Yes, I looked into it. however, as it was free chips and there was nothing talking about being considered, I took a risk, from the research I did here on the forum, they even take a while, they delay, but they pay... living from them is a negation.

The documents sent were:
driver's license and proof of residence (internet/telephone payment invoice.) the problem is how they said they confused the Issue Date with Expiration and are asking for proof of residence in English from a spanish speaking country. It simply doesn't make sense.

Hello lleverton365, 

We are familiar with such a cases, where Casino is asking for proof of Residence in English because that is part of their policy. You will have to have the papers translated on English and certified by a notary and forward it to the Casino in order to be verified. 

Please let us know when you finish all the requirements.

Thank you.

Friend, I live in a city here in Colombia that has two streets, there is no English teacher much less a notary in this city. the most I can do is use google translate and mark the main parts as I did and send them. I can't travel several miles to try to find an English teacher and a notary to translate a proof of residence, it's bizarre. not to mention that I already read in their terms and found absolutely nothing saying that I need to have proof of residence in English to verify my account.

Hello lleverton365, 

We fully understand your situation and we are sorry that you have to do these things but translate the papers using Google translate and unfortunately you will have to take them to a notary if you want your account in this casino to be verified because they told you so and it is part of their policy of business. We hope that when you take care of all the paperwork, your account will be valid and verified as soon as possible.

Thank you for your understanding.

Dear friend, I would do anything possible if it really could be done. it turns out that I already consulted a friend who works with notary, he told me that he could only authenticate the document if, for example, it was a document in another language and it was transferred to Spanish, which is our mother tongue, the opposite cannot be done. It is a procedure that, at least here in Colombia, is not done.
The only thing that can be done is for me to translate the document and send it to them, because theoretically if the document is valid they just need to know what is written in it. something they would easily know using the translator. but they do everything to make life difficult for the user.

Hello lleverton365,

We will reach out to Casino Rep to inquire about this case to see what can be done, and if there is chance to fix this issue somehow. 

Keep an eye on this thread.

Thank you for your cooperation.

Hello lleverton365,

We still haven't got any response from Casino Rep. We will send them a reminder email in hopes that they will reach out to us with the clarification of this matter.

Keep an eye on this thread.

Hi lleverton365,

Hope you are well. I'm sorry to hear you faced such misunderstanding.

Our team together with the Finance department are already looking into the case. We'll get back to you with the solution soon.

Hope for your patience and understanding.

Regards,

Paul

it's good my friend. thank you very much for your service.

Hi lleverton365,

We appreciate your patience. I was  informed that the provided documents had already been reviewed and your account had been approved for Payouts accordingly. Please proceed with request through the cashier tab on website.

Should you have any questions we'd be happy to assist.

Regards,

Paul

ok

thanks

Hi lleverton365,

Please let us know when the issue is resolved.

Thanks in advance.

Hi lleverton365,

We will consider this case as Resolved.

dear representative, 

Your casino is excellent and your support team is amazing, however I'm facing a problem request withdrawals at the cashier, last wednesday i was asked to confirm my bitcoin address so they could grant me access to the cashier and make a withdrawal request, however until today there has not been any update and when i contact them in the live chat they just say they are overloaded and ask to wait..

I already waited two days beyond the deadline and since it was not resolved, I came here to ask for your help to solve this problem..

slots empire
username: za*******

Thank you in advance and I look forward to the resolution of this case.

Hello librexona,

Thank for sharing your experience and explaining your issue. We will notify Casino Rep regarding this matter and once we get a response we will let you know instantly.

Keep an eye on this thread for any updates.

Thank you.

Hi librexona,

Hope you are well.

My name is Paul Kask and I'm here to help you out.

I will forward your request to our Finance department and we will check on the situation ASAP.

Let me know if you have any other questions.

Regars,

Paul Kask

Hello

I would like to say that the issue has been resolved and I have already requested the payment in cashier.

Thanks

Hello librexona,

We are happy to hear that your issue has been fixed! 

We will close this complaint and mark it as Resolved.

Hi librexona,

I am glad to hear everything worked out.

Let me know if you have any other questions.

Regards,
Paul Kask

Hey gang,

I signed up with Aussie Play and used a no deposit bonus. Got through the play through, and went to look at getting verified. I sent in the form and documents. 5 days go by and I don't hear anything. So I went on chat and was told I need to make a $30 deposit before they will even look at the documents. Now I understand making a deposit in order to withdrawal. But I wanted my account verified before I do that. Because I've had other casinos deny verification over and over for no reason. They have a decent rating so it will probably be fine. But Liberty slots, and Slots villa did the same thing and it's 4 months later and I'm still not verified. Anyways what are opinions on Aussie Play?

Hello Djshakka,

We need to inform you that this casino is on our Warning list. Players can expect slow payments, low cash out limits and slow response from customer support.

Anchi,

I saw that after I did some more research. It just seemed sketchy to me how they said it to me. I'm thinking I may just say forget it and move on 

Hello Djshakka,

Please send us your casino username via private message so we can get in touch with the casino rep.

Thank you

Anchi,

I mean there isn't an issue necessarily. I was just looking for others opinions and experiences there. In order to decide if I want to make the deposit and just see what happens 

Hello Djshakka,

We hope that all of those information that you can find on review pages will help you to decide where you want to entertain.

Please let us know if you have any difficulties or concerns.

Thank you.

Hello, I'm having my first issues withdrawing funds from Red Dog Casino. After reading through others' issues it seems I've run into a common problem. I made a deposit of $200, played awhile, and won some money. The following day I activated a 10 free spin bonus, which resulted in $6.80 being deposited into my account as bonus funds. I played through that $6.80 quickly and resumed playing. I definitely played down the entire bonus since the bonus is only usable on slots and I played blackjack later which is not playable with slot bonus funds. After another day or two I attempted to withdrawal my winnings of $899, leaving about $21 in my account for something to play with while I waited for my withdrawal to go through, typically it takes 6-10 business days for funds to get to my bank account after I request the withdrawal. About 5 days later I received an email from their billing department telling me my withdrawal was rejected.  From what I understand, they are saying that because I used that free spin bonus, my funds are only eligible for a $30 withdrawal. My account history shows that the $899 withdrawal request was rejected, then immediately another withdrawal request is filled by a manger for $890 which is approved. The extra $9 is sent back to my account leaving $30. After speaking with their billing more, they informed me that the manager request means the $890 was deducted from my account. I've no idea where those funds have gone, as far as I can tell it's just been erased from their system. After this, while waiting for email replies and such with their billing, I've made two more deposits, one of $200 and one of $120. All of which was lost. But now after finally speaking with their billing a few more times, it seems they are sticking with telling me that because that free spin bonus has a maximum payout of $30, they gave me that $9 back, plus the $21 which was left in my account, to equal the $30 payout, and the rest of the $890 is totally removed. That $890 includes my initial $200 deposit which I used to play and eventually win the $899 which I first requested. So, basically I feel that they have stolen, at a minimum, my $200 initial deposit. If we follow their logic, one could potentially deposit any amount of funds, let's just say it's $2000, then play a free spin bonus, win $6.80, play that bonus down, then apply for a $2000 withdrawal, and Red Dog will deduct $1970 from you account and put $30 back into your account. 

I hope I've explained this clearly, I'm as confused as you may be by this logic. I've got screenshots of my account history, as well as my short email exchange with their billing department if anyone would like them. 

Please LCB, can you help me? 

Hello FuRuiAn,

Please send us your casino username via PM and we'll contact the casino representative and inquire about your withdrawal. 

Hello FuRuiAn,

Thank you for sending your casino username. We've contacted the casino representative and referred to your complaint. We'll update you on this thread as soon as we receive the response. 

Is there any need for the screenshots of my account information or the email exchange with their billing? 

This is the first email I received from their billing after my initial $899 withdrawal request. 

"On Friday, June 2, 2023 at 08:48:08 PM GMT+8, Red Dog Casino - Billing <[email protected]> wrote:

Hello Ryan, 

As far as we can see, you have been playing with the free bonus SMART_10_PT for slots. Please be kindly advised that the maximum cash out of the free bonus is $30. Please refer to our General Bonus Terms, point 24, where stated the following:

 If the maximum payout limit of the bonus is lower than the minimum amount allowed for payout ($150), the difference has to be deposited. 

Therefore, for us to approve the payout request of yours, you need to make another $120 purchase, so the payout amount can reach the minimum $150. Once you make a deposit, you can place a withdrawal request and it will be taken into consideration and approved within the mentioned timeframes.

If you ever need any assistance, our friendly customer support representatives are available 24/7 on Live Chat.

Sincerely,
Jenny Reed
Billing Department
Red Dog Casino"

​Like I said, I made two more deposits after this email, one for $200 and one for $120. So I'm unsure why they still say that my withdrawal request cannot be completed. I've no idea what that requirement she mentioned for them to fulfill my withdrawal requests means. 

Hello FuRuiAn,

We'll inform the representative about the new details you have provided. As soon as we get a response we'll update you on this thread. 

Hi,

Thank you for your feedback. Please be informed that bonus restrictions such as playthrough and maximum cashout are applied to the balance on top of which was redeemed (please pay attention to the warning upon redeeming the bonus). Taking into consideration our obligation to abide the bonus Terms set by the gaming provider, your playable balance was converted into maximum cashout amount in accordance with the bonus terms. We've just reviewed your account with casino representative once again, I'd like to inform you that $200 deposit was credited back to your playable balance.

In order to avoid such an inconvenience, I would strongly recommend to redeem a No Deposit Bonus only in case if your playable balance goes below $1.

Should you have any questions we'd be happy to assist.

Best Regards

Thank you! I can confirm that the $200 initial deposit was returned to my account. I've asked for another withdrawal and plan on moving to Bovada casino. I've still received nothing back from their billing department letting me know anything has happened. I find that to be awful customer service. Also, that when your representative contacted them using the information I provided here, the issue was resolved within 24 hours. However, during the past two weeks when I've corresponded with their billing department, they refuse to acknowledge what I am saying. Seems that any customer who does not know how to find LCB for assistance would just be taken for their initial deposit. That's despicable business practices in my opinion. Anyway, thanks again! 

Hello FuRuiAn,

Thank you for your update. We will consider this case as Resolved.