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English in United States - $3000 non payout


Found for the Casino

- The player states in their complaint that they played an excluded game when playing with a bonus at As such there's no grounds to request the return of their funds.

It's very important to make sure that you always read the terms and conditions and follow them precisely.

Read our Casino Review.

Player's Complaint

They cancelled my $3000 payout and all my deposits were not returned. They also closed my account after. I played the Play through a 40 times the bonus they gave me. And played some table games as they were freely allowed to you on their site they said that there were some terms and conditions that said I was not allowed to play that and that is why they took all of my money.

Thanks for contacting Slots.LV Customer Service.

As what we've discussed in our previous email, we cannot process any refund to your account. Your payout with Reference Number 57275743 was canceled due to a breach in the terms and conditions of the promotion which states, pln other games aside from Slots, Keno and Scratch Card games will void all winnings.

We'll respect whatever decision you'll be making about this matter.

If you require further assistance, don't hesitate to contact us.

Have a fantastic day,

Customer Service



The Double Up

$700 in weekly match bonuses.

--- Original Message ---

From: [EDIT]

To: "payouts[@]"


Subject: Re: Your Payout Request

Refund every dime I have ever deposited or I am hiring an attoney and suing.

Sent from my iPhone please excuse any typos

On Jun 17, 2015, at 6:23 PM, payouts[@] wrote:

RE: Payout Reference Number 57275743

Upon further review, we found that there was play in games other than Slots, Keno or Scratch cards while the promotion you used -- 'WEEKLY7'-- was still active. This resulted in the cancellation of your PO request, dated Jun 16/15, for the amount of $3000.00. In addition, all winnings and bonuses have been removed due to a breach in the terms of promotion. Please note that this is stated in the Terms and Conditions of every promotion - what games can and cannot be played, and that play in any other games will void winnings.

You are still welcome to take advantage of any other promotions available to you in the "My Bonuses" section of your cashier; however, we encourage you to familiarize yourself with the conditions of the promotion before you claim it.

If you do not wish to be confined to playing certain games, you may feel free to deposit without a bonus, this way you are in liberty to play whatever games you like and cash out immediately when you win without having to meet play through requirements.

Should you require further assistance or have any other concerns, please contact us at 1-866-533-2528.

Sincerely, Payouts Team

------ Please do not remove your unique tracking number! ------

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1 Responses

User icon
June 21, 2015

Hi bjones2001 - welcome to!

I'm sorry to say that if you've played excluded games while completing the wagering requirement for a bonus, that are well within their rights to void the bonus and any associated winnings.

All bonuses you accept at any online casino will come with associated terms and conditions that you have to agree to before you'll be granted the bonus. These terms define what you are not allowed to do with the bonus. If you've agreed to the terms of a bonus then choose to break them you've voided the contract and any benefits received from use of the bonus are also subject to voiding.

While I can't see the details of the specific bonus you claimed, do restrict non-slots games for most of their bonuses. An example of the terms are shown below;

Only play on slots, keno and scratch card games counts towards meeting playthrough requirements for withdrawal. Play in any other game will void all winnings won on this promotion.

While I understand how frustrating these situations can be - I've lost a larger balance than your own due to accidentally playing a restricted game in the past - if terms and conditions have been broken there's no ground for me to argue for the return of your bonus/winnings.

Regarding deposits - reading the email from support, it sounds like they've allowed you to retain the deposit associated with this bonus. If they've confiscated that as well then I would have some grounds to challenge them, but I suspect that what you actually want is the return of previous deposits, which again I've no grounds to argue for.

Finally, regarding the closure of your account, if you've threatened legal action against the company I don't think it's at all surprising that they closed your account. They're a private business and within their rights to deny custom to anyone as long as it's not discriminatory in nature (i.e. based or race, religion, sex etc etc). As the point where a player threatens either violence or legal action, most operators will choose not to provide service to them any longer.

If have withheld the deposit associated with the bonus I need you to provide me with your username and email address at the casino and I'll speak to them. If they've returned that deposit there's not going to be anything else I can do to help you.

Sorry I can't be of more help.


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bjones2001 consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

June 21, 2015

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