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

Hi Everyone!

My name is Daniel and I represent Red Dog and Slots Empire Casino brands.

If you have any questions or need any assistance I will be glad to reply and take care of you.

Our dedicated Customer Support Team is also available for you 24/7 via Online Chat, Phone or Email.

Welcome to our casinos and wish you the best of luck playing!

Updated 6th October 2019 - Aussieplay Casino added to LCB lists

Updated 14th February 2020 - El Royale Casino added to LCB lists

Updated 2nd October 2020 - Las Atlantis Casino added to LCB lists

Welcome to LCB forum Daniel! Thank you for being available to assist our members! 

Hello Daniel! 

Welcome to LCB! Glad to have you here to assist our members! 

Welcome to LCB! 

Welcome to the best casino forum! Thanks for being available to assist our kicka$$ members.

Thanks to everyone for such a warm welcome!  It is a great pleasure to be here! 

Welcome to both of us! LoL! Do you have any sign up bonus? I'd love to sign up Daniel. Thanks!

There is an exclusive 50 FS for Red Dog, more info can be found here.

Hi, i won 150 Eur with 50 free spins, so i request withdrawal, after waiting long time with Documents etc, withdrawal denied! because i played with more 10+ bet eur, 

i don't get any message from support that not allowed play with more 10 bet, only get make deposit and you can withdrawal! so this mean i lose 30 eur...

User ShadarMan

Hello Andrey Smirnov,

You won from 50 Exclusive Free Spins offer and the terms for this offer can not be found in Casino's General Terms and Conditions. The terms and conditions for this promo can be found in my post HERE. It clearly states that the maximum bet allowed is $10.

Allowed max bet amount: $10

However, we've sent your casino username to the Casino Representative to double check this.

Dear Andrey,

I have requested a games report for 50 Free Spins you played with. It states that you have placed €25 bets with Ancient Gods, €20 with Scuba Fishing, €15 with Trigger Happy slots while the maximum bet for 50 Free Spins is $10 as stated in the bonus description. I can share a report with you if you wish.
The deposited amount of €30 was credited to your playable balance. You are welcome to redeem bonus of 200% with 50 free spins on top of it here or play without welcome bonus and withdraw anytime once you reach $150. 

Kind Regards,

Daniel

Hello there, 

Username in the casino is mazziccas.

Slots Empire is stalling my verification, I sent all the documents they requested the day 12.05, I  was promised a few times during phone calls I had with customer support all will be manage shortly but at present, I am still not able to proceed with my cashout.

Please help me to have the issue sorted.

Best regards

Hello mazzica,

We've sent an email to the casino to check what's going on. Keep you posted.

Dear mazzica,

I have contacted the Billing department and they confirmed that your account validation has been completed.

Payout option is now available for you in the Cashier. Please feel free to request the withdrawal. Our support team is also available for you 24/7.

Thank you,
Daniel

Dear Daniel, thanks for the prompt reply. 

I requested the cashout, hope will be handled shortly.

Warm regards,

A.

Well, not surprisingly the Casino after the stalling of my verification has not processed the cashout yet. Under the T&C, they say up to 5 business day which in my calendar is today (req. made 17.05), but according to them is tomorrow. So it is ALWAYS the very last day and honestly, I'm very tired of these tactics, verification/payment delays, only to push players to lose winnings back at all costs.

They say when the fun stops, stop -  well I am really considering to stop altogether because what it suppose to be fun is becoming more and more frustrating.

Regards

Hello mazzica,

Please note that weekend (Saturday and Sunday) don't count as business days, so up to 5 business days means you should receive your payment tomorrow on 24th May. If you don't receive your payment tomorrow, please let us know and we'll contact the Casino Representative.

Thank you, Sydney.

Please note the request was made Friday 17 9:00 AM their time so Friday counts as well as a business day.

Best regards.

Hi there Sydney, just to let you know (i am not surprised at all) I received only 500 euro of my total due, the rest has been reverted back on my balance (1.774 euro). Support agent on  the live chat told mei will receive the rest soon, however on the t&C I read :

8- All payouts from Slots Empire Casino are limited to $2,500 per transaction. This limit can be adjusted by the Casino, according to the Customer Level, or as per a mutual agreement with the Customer’s VIP host.

So it is pretty clear it should be capped to 2.500, not to 500, in fact, there is no mention of installment payments.

Hello mazzica,

Thanks for the update. We've sent an email to the Casino Representative and asked him to post a reply in this thread.

Dear mazzica,

According to Slots Empire payouts Terms & Conditions, paragraph 9, the payments may be divided into smaller units and paid out, according to the Casino’s payout limits.
Once you have received the first part of your winnings to your bank account, you are welcome to request the second withdrawal. It will be processed in a timely manner according to the withdrawal terms.

Kind Regards,

Daniel

Hello there,

in your T&C you have:

------

8 - All payouts from Slots Empire Casino are limited to $2,500 per transaction. This limit can be adjusted by the Casino, according to the Customer Level, or as per a mutual agreement with the Customer’s VIP host.
9 - The large payments may be divided into smaller units and paid out, according to the Casino’s payout limits, and the Player’s current Customer Level.

------

As I understand it, large payments are supposed to be "larger" than $2,500 (not my case) set a transaction limit, otherwise the term "large payments" it is only as your own discretion, right?

I will wait to the full payment to be completed but you can be pretty sure I will never deposit again on any casino belonging to your brand.

R,

A.

Hello Mazzica,

Your withdrawal request has been processed, and payment was sent today. Please expect the funds to arrive to your bank account within a few business days.

Thank you,

Daniel

Hello Daniel,

thank you.

I will let you know once the funds will reach my bank account.

Kind regards,

Mazzica

Hello there,

full payment received, the casino, however, doesn't allow me to deposit anymore.

All the best,

Mazzica

Hello Mazzica,

Thank you for confirming the receipt of the winnings. We would like to let you know that recently we were running an update of all the Cashier services. Therefore, you might have faced some difficulties entering the Cashier. We have been informed that the maintenance is over. You are welcome to try accessing the web page one more time.

Thank you,

Daniel

slots empire put request in for withdraw august 14th still under requested  user name kerch1234

cashout times
Pending time: 48 hours
Bitcoin: 1-3 business days
Credit/Debit Cards: 3-4 business days
Wire Transfer: 5 business days

Hello kerch123,

Your username has been forwarded to the Casino Representative. As soon as we receive a reply from the Casino Representative, we'll let you know what's going on with your withdrawal.

thanks ,took them 10 days to verify account ,and was told today ,,,cashout times
Pending time: 48 hours
Bitcoin: 1-3 business days
Credit/Debit Cards: 3-4 business days
Wire Transfer: 5 business days  

this info on lcb website is wrong 10 business days to get paid ,but was told last week i would be paid today place is a JOKE

David,

i sent in my information several days days ago to verify for card and they finally got back to me today and asked for bank verification. Is there anyway you could tell me how much longer the verification will take, thanks.

They asked me after 9 days for routing number ,and they had a copy of voided check,that has it on it..... Bought them 3 more day,expect 12,14 business days

Hello kerch123,

I have been notified by Finance department that your withdrawal was sent today through the bank wire within the time frame stated in T&C. Please expect funds to arrive to your bank account soon.

Thanks,

Daniel

Hello courtneyjones6,

I will check your case with Finance department and get back to you.

Thanks,

Daniel

So it takes 10 days to get your money on your LCB website is says 5 days

Hello kerch123,

According to Casino’s terms&conditions it takes 5 business days for the Finance department to process a bank wire payment. Your withdrawal was requested on August 14 and was sent to you on August 21 which is exactly the 5th business day.
Validation of your documents took extra time as they were not sent at once. Moreover, Slots Empire Finance department needed to send you an ACH inquiry to guarantee that the funds will be delivered with no errors and bounce backs.

Thanks,
Daniel

Hello courtneyjones6,

Approval of submitted documents takes up to 2 (two) business days. If the documents were not submitted at once, the Casino might require additional time to process them. I have contacted the Finance department to inquire about your case and they responded that your documents have been successfully validated. Please check your e-mail box to proceed with the further actions.

Thanks,
Daniel

Hi Daniel

I claimed a free bonus on Red Dog casino last month. After I completed wager i sent through my documentation. The Validation Department confirmed they received my documents however I need to place a deposit before they can verify it. - Why do they need to verify me after I only deposit? 95% of other casinos do not need a deposit before verification. I know they need a deposit before they can process a withdrawal yes.

Anyways Monday morning 07 October 2019 - I made deposit ( This was before the start of Business Day), completed wager and notified support they should notified the Billig Deparment I made deposit and they can proceed to Validate my documents. they keep on quoting the terms and conditinos that it can take up to 2 Business Days to validate my account. I said Fine.

So since I sent documents on the 16th of September my proof of address was valid then and I made a deposit on monday morning,  So that means Monday was business day 1 to check documents and Tuesday was business day 2 to validate my account. I only got feedback on end of business day 3(yesterday which was wednesday) - which I feel Red Dog were already breaking their own terms of 2 business days rule. They notified me the proof of address is now older then 2 months since I sent documents in September already and they need an updated one. So immediately Yesterday (Wednesday 10/10/2019) I sent an updated proof of address.

My concerns is - Since I provided an update Proof of address : Why do I have to wait 2 days again for them to verify me? I mean why cant they just continue to check my documents today and validate them since they were busy with them yesterday? This is seriously unnecesary to wait now another 2 days?

Username : Fiekie247

Hi Fiekie247,

I am looking into it now and will update you shortly.

Thanks,
Daniel

Hi Fiekie247,

According to Casino’s terms and conditions section Payouts, point 2, before the first payout is confirmed, the Customer should place at least 1 (one) deposit. It's also stated that it takes up to 2 business days for the Finance Department to check the documents provided since the first deposit has been placed (the calculation starts with the next day of the submitted request). You have placed the first deposit on October 7th and received the reply on the 1st business day (October 8th) regarding the missing documents. Validation of your documents took extra time as they were not sent at once.

I have contacted Finance department to inquire about your case and they responded that your account has been successfully validated with the new details. Please check your e-mail box to proceed with the further actions.

Thanks,
Daniel

Hi Daniel

I confirm that my account is verified now and thank you for your assistance. However just for you information they did not contact me on the 8th of October regarding the missing document, they infact contact me on the end of business day 9th of October an not the 8th as you stated.

See below for proof

Hi Fiekie247,

It appeared that I misinterpreted the information provided by the Finance Department. Indeed, your inquiry was covered on the second business day, 9th of October, which is in accordance with Casino's terms & conditions. Thank you for understanding. Please proceed with the withdrawal. Wish you the best of luck playing!

Thanks,
Daniel

Hi friend. I made cashout on Friday 25 October. I think the information listed on the LCB is wrong.

Cashout Times
Pending time: 48 hours
Bitcoin: 1-3 business days
Credit/Debit Cards: 3-4 business days
Bank Wire: 5 business days

I deposit and withdraw funds using bitcoin. Verification takes 5 working days. Today I was frustrated after they told me that pending withdrawal 5 working days and 10 working days to send funds. Hahahaha what is the reason I have to wait until 15 days? This is not fair.

I hope someone helps me.

Casino: Aussieplay
Username: Bossulo90

Regard

Hello Bossulo,

We'll contact the Casino Representative regarding this again. Keep you posted.

Hi Bossulo,

Thanks for your request. I have contacted the Finance Department. Your request for withdrawal was sent on 25th of October. According to Casino's terms & conditions it should be approved during the following 3 business days. Meaning no later than tomorrow, on Tuesday 29th of October.
We have also been informed that you have initiated the Validation procedure on October 20th with some forms missing, therefore, if the documents were not submitted at once, the Casino might require additional time to process them.
Finance Department will provide you with the reply shortly.

Thanks,
Daniel

Hello. I have receive payment. Thanks to LCB and Casino rep. 

Regard

Hello Bossulo,

We're glad to hear that. Thanks for letting us know.

I would like to, first thank Red Dog Casino for having a Direct Representative on the LCB forum to assist players with any issues on their Casino... That said.... I have an issue... I have gone round and round with Live chat reps, on Red Dog. and, I've sent numerous emails.  To which I get a computer generated reply about how my verification forms are being processed, and it can take 2 to 5 days.  And, thats totally understandable.  However,  when I continue to get the same reply that I should resend my Drivers license again, for the fourth time, Because it is not clear?   I'm getting the feeling that, I'm not ever going to get my winnings.  I HOPE I am wrong... Because, I enjoyed the Red Dog experience.. The graphics the software providers, etc... But, If this is how it will be when I try to withdraw something... I won't be making any future deposits or refering players, that is for sure... Please look into my situation... I am sure the ID copies I've sent are all clear... And, I've sent the utility bill, a current power bill.  As proof of residence.  I Do not use any credit card on the site, I use BTC, for deposit and  am TRYING to use it to withdraw,... so, I am told I do not need to send any copy of my debit, credit card... for verification purposes... That means, you've gotten EVERY form of account verification from me. and, You've gotten it about 4 times, so... come on guys, The withdrawal I'm TRYING to request, is Only 120$ USD.  thanks for listening, player msantos082574

Hello Melissa Santos,

We've sent your username to the Casino Represenative and asked him to check what happened. Please keep an eye on this thread for the updates.