BluVegas Casino - O jogador ainda não recebeu os seus prémios.

On Friday 3/2 I logged into bluvegas and saw that I had a bunch of free spins which I played and won a total of €330. I made a withdrawal and the next day (Saturday 4/2) I received an email saying that I would send submitted documents so that my account could be verified. An email about two credit cards and one about my address. I saw in my account that my old address was on my information, so I asked the chat to change to my new address. (Because I had moved) and they would immediately do it.

I submitted both documents and only the credit card one was approved. The second document with the address was denied because they wanted my old address. So I thought I'll submit a new pay slip from my employer because they haven't changed my old address to the new one. But salary specifications were not valid as a basis for address. So once again I had to contact the support to tell them that I had moved and tried to send the document with the address from the tax office to the link that I had received. On Sunday 5/2 I received an email that all documents were verified and also my account.

It has now been 10 days since I made my withdrawal and it still says; in progress. I have been in contact with support several times and they just keep telling me to wait.

In the casino's FAQ, it says that all withdrawals must either be approved or denied within 2 days. I have also written to their relevant department but have not heard back.

Was very grateful for help!

På fredagen 3/2 loggade jag in på bluvegas och såg att jag hade ett gäng free spins som jag spelade och vann sammanlagt € 330. Jag gjorde ett uttag och dagen efter (lördagen 4/2) så fick jag mejl om att jag skulle skicka in dokument så att mitt konto kunde bli verifierat. Ett mejl om två stycken kreditkort och ett om min adress. Jag såg på mitt konto att min gamla adress stod på min information, så jag bad chatten att byta till min nya adress. (För jag hade flyttat) och de skulle omedelbart göra det.

Jag skickade in båda dokumenten och bara det med kreditkorten blev godkänd. Det andra dokumentet med adressen blev nekat för att de ville ha min gamla adress. Så jag tänkte att jag skickar in en ny lönespecifikation från min arbetsgivare för de har inte ändrat min gamla adress till den nya. Men lönespecifikationer var inte giltiga som underlag för adress. Så en än gång fick jag kontakta supporten för att berätta att jag hade flyttat och testade att skicka med dokumentet med adressen från skatteverket till länken som jag hade fått. På söndagen 5/2 så fick jag mejl om att alla dokument var verifierade och även så mitt konto.

Det har nu gått 10 dagar sen jag gjorde mitt uttag och det står fortfarande; in progress. Jag har varit i kontakt med supporten flera gånger och de säger bara till mig att jag ska vänta hela tiden.

I casinots FAQ så står det att alla uttag ska antingen godkännas eller nekas inom 2 dagar. Jag har också skrivit till deras relevanta avdelningen men inte fått något svar tillbaka.

Vore väldigt tacksam för hjälp!

Dear Alexrex,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

I understand but why don't they write two weeks in their game rules? Two days is in their rules of the game. But I will contact you again in four days if nothing has happened by then.

Thank you for your quick response

Jag förstår men varför skriver de inte två veckor i sina spelregler? Två dagar står det i deras spelregler. Men jag hör av mig om fyra dagar igen om ingenting har hänt då.

Tack för erat snabba svar

Now 12 days later I received a reply that the withdrawal has been approved. No explanation as to why there has been a long delay even though it is stated in their rules that "A player shall be informed about reasons for any delay if the time for the money to arrive at the players account exceeds 10 days"

So now it remains to be seen when I will receive my money.

Nu 12 dagar senare fick jag svar att uttaget är godkänt. Ingen förklaring på varför det har varit en lång fördröjning trots att det står i deras regler att "A player shall be informed about reasons for any delay if the time for the money to arrive at the players account exceeds 10 days"

Så nu återstår det att se när jag får mina pengar.

You can set the post as solved now.

Ni kan sätta inlägget som löst nu.

Dear Alexrex,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Kristina

Casino.Guru