EddyVegas Casino - A retirada do jogador foi adiada.

My account with Eddy Vegas Casino was closed on January 18th 2023 with a balance of 1980 Euros due to changes being made to the structure of the casino regarding Canadian accounts holding Euro currency. I made a withdrawal the very same day as the casino asked me to withdraw any remaining balance before my account is closed permanently. I had not received the withdrawal within 7 days as that is the usual timeline from past withdrawals. I spoke to chat support on February 6th, 2023, but my messages were redirected to email support. They responded the next day that I should remain patient as they are reviewing my account. On February 15th, I emailed them again about the withdrawal and any update on the account review, they did not respond and have not responded since the last communication on February 6th. I am still able to log into account, but my balance is not there and they have stopped replying to my communications. Please help me settle this matter with them, Thanks.

Dear JGRIGS1985,

Thank you very much for submitting your complaint. I can only imagine how frustrating it must have been for you to wait for a withdrawal for three months.

Do I understand correctly that your payment is still pending inside the account without being processed? Could you please advise which payment method you have opted for? Was your account successfully verified in the past?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but almost three months is an unusually long time.

However, I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hello,

Yes the withdrawal is still pending in my account. The withdrawal method used was bitcoin.

Thank you very much, JGRIGS1985, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello there,

Thank you JGRIGS1985 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask EddyVegas Casino for their help in resolving this complaint. We would like to know why is this withdrawal has not processed yet and if we can do anything to help.

Thank you!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello player JGRIGS1985,

The withdrawal you mentioned above was processed on 5 May 2023.

Our payments team would have emailed you to confirm the same after the approval.

You can find attached the payment proof provided by our payment provider.

Do let us know if there's anything else.

Casino Support Team

EddyVegas

The withdrawal was received. Thanks for your help.

Dear JGRIGS1985,

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,

Peter