Slots of Vegas Casino - O levantamento dos prémios dos jogadores está atrasado.

I initially requested a deposit on 12/14/23. I submitted all information requested. It was denied with no explanation. I was asked to request a withdrawal again on 1/2 and asked for my financial information that was to be escalated. I was told to check back several times and that my documentation was up to date. Now I’m being told they don’t have my financial information. I played in a no rules bonus. I met my playthrough and they have already taken the $119 bonus back on 12/14 and I made the $2500 withdrawal request. I have documentation of everything. I’m drafting formal complaints to send to my bank and third party processors with transaction and confirmation numbers. This is unacceptable and borderline theft at this point.

Dear vegasplay,

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

Dear vegasplay,

Have you received your withdrawal from the casino yet?

It seems I’ve been able to resolve this issue. After submitting information again to financial department, it looks like my withdrawal was approved this morning. I requested a wire transfer, so when I receive the money I will update you and request you remove my complaint. The only reason I knew anything was wrong with my request is by me reaching out to the casino. No one ever reached out to me from the 12/14 attempt or the 1/2 attempt about needing any additional information.

As of 1/17, no money yet, but showing withdrawal still approved. I will check my account everyday and let you know when the funds show up.

Thank you for your reply and updates, vegasplay. I keep this complaint open until you confirm your withdrawal has been successful. Please keep in mind that it can take a few days to receive the payment, and let me know if there is anything new.

Thanks. My payment method is wire transfer but I haven’t received it as of this response. I will let you know when I do.

Still have not received my $2500 payout via wire transfer that was requested on 1/2. It was finally approved on 01/16. Tomorrow will be 7 business days since it was approved. Hopefully it arrives in the next couple of days.

I just received an update and they just started the payment process and said it could take up to 10 days to receive the money. Today is the 7th business day from withdrawal approval and I should have had the money by the 30th according to their terms and agreement. But now it looks like I could be waiting another 10 days. I will update when I receive the money.

Alright, let's give it a few more days and hopefully you will receive your winnings soon. Please, keep let me know if there is anything new.

Will do!

Update: funds were sent and pending in my bank account. Will update is for some reason they do not clear. Otherwise, you can close out my complaint. Thanks!

Do I understand correctly that we can consider this case resolved?

Yes. It looks like the funds cleared. Thanks!

Dear vegasplay,

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