Mattn1990 
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Hey all,
It was suggested by a friend of mine to post this here in the hope of getting some assistance dealing with this issue.
Here are the details - A few weeks ago, I was playing Reels and Wheels on slots.LV. For those not familiar the jackpot is won by first getting to the bonus round, then the bonus round landing on "Jackpot" and then the "Jackpot" wheel landing on "Vegas".
I have played this game a lot in the past and finally got the "Vegas Jackpot", which was over $400k USD at the time.
The wheel clearly stopped on "Vegas" and the game said I won the "Vegas Jackpot". When this happened, the game froze and I was kicked from the session. When I logged back in the win was not credited to my account. I wasn't sure if this was just a feature for security purposes, so I waited.
I then got the attached email from Slots.LV outbound concierge team, asking me how I felt on my Big win on Reels and Wheels, so the win obviously registered on their side. (Please note, slots.lv did call me, but I did not pick up as their calls were auto rejected by my spam filter.)
I reached out to customer service this past Tuesday and was told they would investigate and I would get a response in 24-48 hours.
Fast forward to Wednesday, I hit another jackpot on Slots.lv for around $9k, I gambled it all away so I was granted self exclusion by slots.lv to make sure this didn't occur when my $400k winnings were credited.
Yesterday, I still had not gotten a response about the investigation, so I contacted customer service to inquire about the status of the investigation. The agent told me that the investigation was "discarded" because I self excluded. I have attached that conversation as well.
I was furious. Just because I self excluded should not prevent me from getting a jackpot I won before the fact.
Now no one is responding me. Is there anything that can be done to set this straight? I'm fine if the account remains disabled, I just want my winnings that didn't properly credit.
Thanks!
-Matt
barbadosslim93 
Forum AngelOh no, Mattn1990. That's terrible. I'm really sorry to hear that. The person you'd want to talk to is CL-Ed. He's helped people resolve issues with casinos in the past here, and he's probably your best hope at trying to get through to somebody.
I really hope there's some resolution for you. I'd be sick to my stomach if I were in your situation.
CL-Ed
blck Forum AngelAgree with slim, CL-Ed has helped many players. For now I would recommend to stay patient (I know it's difficult) and wait for Ed to give some advice. I hope that the fact you self-excluded won't play any role here- I get why you did that, but I would have tried putting myself on timeout instead of self exclusion. Keep us posted.
CL-Ed
Mattn1990 NewbieThanks all - I sent an email to dispute resolution to see if I can get this resolved. I did chat with a supervisor (chat attached.) who acknowledged the win, but said it was paid. I'm not sure what the disconnect is, but it seems like an easy fix.
CL-Ed 
StaffOh man I hate seeing cases like this. Without some supporting evidence like a screenshot or video or an account transaction history showing the win it is almost impossible to prove one way or the other.
We have had several people on the forums here win 6 figures+ at Slots.lv / Bovada etc and they have been paid without trouble. Obviously we can't rule a game malfunction out but yeah it is tricky.
Mattn1990 I've sent you a private message with a few questions. Please respond to me in private and we'll take it from there.
barbadosslim93
Always play it safe! Consult our list of rogue casinos and warnings before depositing at a new casino.
Post in our forums to earn CLchips which can be used to buy real prizes in our CLchips shop.
Mattn1990 NewbieHey Ed - totally understandable. And honestly, up until this issue, I've had nothing but great experiences with Slots.lv (not a huge fan of their withdrawal limitations but that's part of the reason I self excluded, really meant to due a temporary cool off, but oh well)I actually won a 6 figure jackpot on "Nights with Cleo", on 10/8/2022, and 2 other smaller jackpots, and had no issues withdrawaling/being credited, etc. this should be a simple fix, but I am having an issue getting through to anyone. I have had a ton of gameplay, which I am wondering is causing some confusion, but when I checked my transaction history the $400k jackpot was absolutely not credited.
I did reach out to CEG as well as Slots.LV's dispute resolution office, but haven't heard back. For the record, I don't think Slots.lv is trying to rip me off or something, I just think this is a simple case of oversight.
I didn't get any PM from you though, do I need to enable PMs?
CL-Ed StaffHey Mattn1990, the PM is sitting in your inbox here and you should be seeing a message at the top of the page telling you that you have an unread PM. For future reference you can get there by tapping on your account name at the top of the screen and selecting "Private messages" from the menu.
Always play it safe! Consult our list of rogue casinos and warnings before depositing at a new casino.
Post in our forums to earn CLchips which can be used to buy real prizes in our CLchips shop.
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