SlotsVilla Support and Complaints Thread

Hello, this is Olivia from Slots Villa,

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Hello,

Can you send us an official email, so we can replace it in the system, because official mails are the only ones allowed for casinos on our forum.

Thank you 

Thank you for sending us the official mail. We're happy to have you here with us.

Welcome Olivia to the LCB Forums! Happy to have you here to assist our dear members! 

Welcome to LCB Olivia! 

Welcome to the best forum, Olivia 

Hi Olivia, welcome to our community 

Welcome to the LCB forum, Olivia! Thank you for being available to assist our members! 

Welcome to LCB Forum Olivia!

it's great to have you here. 

Welcome to our forum

I've been trying to get kyc verified it's lots of villa for about a month now they keep sending me emails sending they can't accept my paperwork one time because there's a third party one time because they're saying they don't accept government papers but if you look under AML kyc statement on their website at the bottom of the page that they take any letter from a government agency that states your address it's twice within three paragraphs I have screenshots of it and basically it seems that they're doing everything they can to avoid having to pay me no one's trying to help with a conflict resolution customer supports is the same thing every few days maybe once a week I get the same email and no one's doing nothing I asked for a phone number and they just never ever answer the question they never even address it

These are the AML kyc policies at slots Villa has posted on their casino site and that's what I'm talking about when I said that you're allowed to use letters from a government agency and because that's what they State and they're turning around and trying to deny me using that information even though that is still posted on their website

Hopefully I got the right one this time this is the information I'm talking about from slots available where it says you can use government mail as part of your kyc verification and they're refusing it today they keep denying and send it back saying it's not PDF form when it's obviously a PDF form it says PDF on the message

Hopefully I got the right one this time this is the information I'm talking about from slots available where it says you can use government mail as part of your kyc verification and they're refusing it today they keep denying and send it back saying it's not PDF form when it's obviously a PDF form it says PDF on the message

Hopefully I got the right one this time this is the information I'm talking about from slots available where it says you can use government mail as part of your kyc verification and they're refusing it today they keep denying and send it back saying it's not PDF form when it's obviously a PDF form it says PDF on the message

I've asked several times if y'all could address what you're talking about this third party link that you're saying is the reason you can't take my information but before that even came about they were saying they couldn't take my information because they didn't take the type of information that I gave them which was I like three different things from government agencies and they were refusing it even though you can see that their statement says that they do take it and for those agencies ID mean verified me and the national verifier id'd me for the ACB and LifeLink in the IRS so I don't understand why you guys can't identify me and I've offered you like five times that paperwork then they've got including letters from a local sheriff I don't understand how you cannot verify my address you said you verified my identity but you can't verify my address

Hopefully the images of the kyc policy posted so you can see where it says it twice within like a couple of paragraphs that letter from the government's acceptable and they're trying to say that they don't take that information that only utility bills I don't have utilities in my name nor do I have a brick and mortar bank account. And they're the exact same as slots Villa when I asked questions like phone numbers what's the third party link whatever they just dance around the questions and they just same generic answer over and over same with the home operator and they offered the bonus I beat the playthrough I mean one of them was I beat it with $15,000 worth and the other one was like $5,000 and they're worried about $100 and it just seems ridiculous to go through all this just to get verified and within the past two weeks I've been verified by three government agencies through their verifiers no problem

Hello Matthall76,

Can you please send us your Casino Username via private message so we can get in touch with Casino Representative regarding your concern?

Hello Matthall76,

We are still waiting for your credentials. Please send us via private message to be able to help you.

Hallm***** alivenbr*******  I've also sent him private message twice

I'm not sure it's going to do any good this is the second time I've replied to you guys and y'all keep on with the same nonsense that Vegas Rio casino says that s*** I sent you pictures and screenshots no when I first sent information and I did I didn't know if they had to be in Jay picked for because it doesn't say it anywhere on your website but you know didn't know when of course you'll never let me know well we can't open drive oh and we can't open third party links because some of my information comes from emails because online and they don't have paperwork they email it to me and I'll try to forward the email to you and you say oh you can't accept that I don't know what you expect me to send if that's how the stuff comes so I have to go print it out I guess I don't know but when I sent you pictures that weren't screenshots y'all told me it wasn't acceptable that they had to be PDFs but they are acceptable jpegs are acceptable but y'all refused them just to drag me like you're doing now because I've sent the information in the correct PDF form it was a photograph converted to a PDF there's no third party anything and you guys still ain't even answering me now you won't answer me and customer support when I when I type in to talk to him they'll ask me hey what can I help you with I'll tell him what I need to help what I need help with and they never answer your purposely avoiding this trying to refuse me

Hello Matthall76,

Thanks for sharing your credentials. We will notify Casino Representative about your concerns, and once we get some feedback we will let you know. Please keep us posted.

Hi Matthall76,

I have checked with my withdrawal team, and they are going to process it today :)

What are your reps contacted the people from LCB said I was verified and told them that you'd be paying me out today and this is what your customer support told me. You can see the screenshots that it's the same answers I've been getting for the past month they just keep running me around in circles and now they're lying to the third party that's trying to help me out why would y'all sit there and tell them that you're going to pay me out and you'll have it changed anything nothing's changed that's been the same answers it was a past month

Here's the latest just got this this is a few hours after they told you that they were going to pay me out I see the message done at the bottom and they're not going to pay me out they're never planned on it I used the image to PDF converter and they're trying to say that qualifies as a third party and they can't use that and look at my documents it's not a third party there's no other way to get them the information that they're asking for if they want it in PDF form so now I've taken just a straight images with your jpegs which they told me in the beginning weren't acceptable now they're saying they're acceptable and we'll see what they say but that's the latest they're just lying and running around and trying to keep this they have no plans on paying to pay me

Once again so you know they said they're going to pay me out slots Villa of course that was on here on the forum but what's really happening is I try to go on and collect and they have no intention to paying me out they asked me to send everything again in PDF form one by one I did now they're saying they don't want it PDF form that they want pictures because they're trying to say it's not clear but it's definitely clear I can see it with the mobile phone and they're going to have a desktop so they are definitely can see it it's a lie and you know here's here's the proof that they're liars

Here's some more of them and their lives I'm doing exactly against what they said they were going to do. And if you notice in there it says it's twice within a couple paragraphs and you can use government documentation or mail either one of them as long as it's addressed to you in the state and address that you live in so I guess it was government documents or mail and of course I use that because it seemed logical they didn't want that I'm trying everything they can when I go into customer service chat when I give him my username and stuff they don't answer at all I had my phone sitting there for freaking 2 hours waiting to know an answer

Here's some more of them and their lives I'm doing exactly against what they said they were going to do. And if you notice in there it says it's twice within a couple paragraphs and you can use government documentation or mail either one of them as long as it's addressed to you in the state and address that you live in so I guess it was government documents or mail and of course I use that because it seemed logical they didn't want that I'm trying everything they can when I go into customer service chat when I give him my username and stuff they don't answer at all I had my phone sitting there for freaking 2 hours waiting to know an answer

Here's some more of them and their lives I'm doing exactly against what they said they were going to do. And if you notice in there it says it's twice within a couple paragraphs and you can use government documentation or mail either one of them as long as it's addressed to you in the state and address that you live in so I guess it was government documents or mail and of course I use that because it seemed logical they didn't want that I'm trying everything they can when I go into customer service chat when I give him my username and stuff they don't answer at all I had my phone sitting there for freaking 2 hours waiting to know an answer

Here's some more of them and their lives I'm doing exactly against what they said they were going to do. And if you notice in there it says it's twice within a couple paragraphs and you can use government documentation or mail either one of them as long as it's addressed to you in the state and address that you live in so I guess it was government documents or mail and of course I use that because it seemed logical they didn't want that I'm trying everything they can when I go into customer service chat when I give him my username and stuff they don't answer at all I had my phone sitting there for freaking 2 hours waiting to know an answer

Hi Matthew,
Kindly understand that we don't need your Id proof as it is already verified. We just need a complete document of your address proof. The address proof which you have sent before is folded. We need a complete document of address proof. Once your KYC verification is completed then only your withdrawal can be reviewed further.

Okay there was one piece of mail that was folded and that's the piece that showed my address and it showed the sheriff's logo and the return address and in your kyc it's that's what it was said was important that you needed to see their return address in the same frame with my address but aside from that that's one of the several pieces I sent you with my address on it and return address and the company's return address so that wasn't the only one so why you need that one specific one goes with all the rest of you guys' emails which is just any way you can find to drag it out and drag it on you say you don't need my identification that you were asking for my identification I'm fixing to post the email that you sent me asking me for my identification. So this email I'm posting I believe is your company asking me for my identification front and back but you just got finished saying you didn't need my identification and there's more than one of these emails asking for that same stuff you're trying to make me look like I'm crazy or I'm a liar I'm over you know doing this whole thing and I'm not you guys are lying.

Hello Matthall76,

We have reached out to them again, and waiting for them to reply on your post. Keep an eye on this thread.

Hi Matthall76,

Our KYC team has verified your account. Kindly raise your withdrawal request,

Hello Matthall76,

Could you please inform us is your case solved?

We will mark this case as Resolved due to inactivity of submitter.

Hi Matthall76,

Your payment has been processed. Kindly let us know once you receive your funds.

Regards,

Slots Villa

Hello Olivia, 

I wish I didn't have to bother you with this, but to make a long story short, I've been dealing with this withdrawal request since March 7th.  It's been plagued by multiple duplicate document requests, them cancelling my withdrawals more than once till the current pending withdrawal was submitted on March 19th.  They even told me several times that I hadn't fully reached my playthrough requirements, even though I had, and I had to keep going back and wagering more and more, ultimately I had to wager an extra twelve hundred dollars ($5,700 wagered of a $4,500 playthrough) and I have the screenshots to prove it.  They finally said that I had completed my wagering requirements on March 24th.  Since then the only correspondence I have from them is an email on March 28th asking me again for my Bitcoin address (which I of course had already submitted like 7 times with each withdrawal request) and an email on March 29th saying my Bitcoin address was approved.  And thats it.  Ive tried talking with Chat but they just say they dont have any control over withdrawals and to email support and all of my emails to support have been met with silence. 

So at this stage you're my only hope.  Will you please help me and get my measly $100 withdrawal processed?  It's been basically a month since I first requested this withdrawal (21 business days) and its been 17 days (12 business days) since I submitted the withdrawal that is currently still sitting  'in process'.  They have told me that they have everything they need, that everything is approved, and that their processing time is 7 to 10 business days, so there really are no excuses left.  Please help me.

My username is:  E********          and my email is: e********@gmail.com                    if you need any screenshots or anything else just let me know and I'll get whatever you need asap.

Thank you,

Eric MacQuarrie

Sorry I guess that wasn't very short. I just get frustrated dealing with these casino's slow playing me over $100.

Again, my apologies for the long message.

Hello EMacAttacks,

Thanks for elaborating this issue and sharing your account details with us. We will reach out to Casino Rep in order to help you by speeding up a withdrawal process.

Keep an eye on this thread for any updates.

Thank you.

Update: So they just emailed to say: 

"We have checked and seen that your withdrawal is under review by our risk and compliance team, they will soon verify and fund your winnings.

If you have any queries, please do not hesitate to contact us."

This email is an absolute farce.  They have already approved everything: my ID, my home address, my playthrough, and my bitcoin address were all approved well over a week ago.  This is just another stall tactic in what is slowly becoming a long list of stall tactics.

That being said, the only reason I got a response at all is because you said something.  So thank you for that. And I kindly ask that you please keep on them.

Thank you again,

Eric

Hi EMacAttacks,

Happy to hear that you got a response from them and we hope that this case will be finished as soon as possible.

Let us know when it's resolved. 

Thank you. 

Hi EMacAttacks,

Your withdrawal has been processed. Kindly let us know once you receive your funds. 

Final Update: I have received my withdrawal :)  

It is truly amazing the dichotomy that is exposed when you juxtapose the withdrawal experience of working with LCB versus trying to handle it on your own.  The moment I came here and asked for help everything was resolved within 24 hours, which is just amazing, so cheers to LCB and the community here.  On the other hand, it's pretty sad and damning for these casino that for all intents and purposes, as an individual, we have absolutely no agency and no hope of getting resolution on our own.  So let my story, actually stories (not the first time I've had to do this), serve as both a ringing endorsement of the LCB community and a warning to always be wary of these casinos and their TCs and never forget that they most certainly do not have your best interests in mind.

Thank you again.

peace,

Eric

Hi EMacAttacks,

We are glad that we were able to contribute to your case being resolved as soon as possible. Thank you for your words of support and we hope that we will always be effective.

Wish you all the best!

I have been waiting OVER A MONTH for my withdrawal to process. My account is fully verified. For over three weeks now, my withdrawal is under review by some BS department that probably doesn't even exist. No one should be giving these people any of your money unless you want to never see it again!

Hello SampsonJ,

Sorry that you are facing this kind of issue, and waiting so long to be paid. 

Could you please send us your Casino Username via private message so we can reach out to Casino Rep in order to help you?

Thank you.

Hello SampsonJ,

We are still waiting for your credentials. Please send us via private message.

Thank you.

Hello SampsonJ,

We will be closing this complaint due to inactivity of submitter.