Vegas Casino Online - A retirada do jogador está atrasada.

Hello, they told me by email and by chat (I have screenshots and emails) that the withdrawal would be made in 5 days. More than 10 years have passed and I have not received an answer. They always tell me by chat that they can't tell me a deadline and the emails don't answer it. They owe me 5000 usd in withdrawals that do not execute.

Hola, me indicaron por correo electrónico y por chat (tengo capturas y correos) que la retirada se haría en 5 días. Han pasado ya mas de 10 y no recibo ya respuesta. Siempre me indican por chat que no me pueden indicar plazo y los correos no lo contestan. Me deben 5000 usd en retiradas que no ejecutan.

Hello joselurueda,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Vegas Online Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and is yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Please note that we recommend to wait at least 14 days for your verification/withdrawal to be processed specially if it’s your first ever request.

Looking forward to your answer.

Regards,

Nick

Hello,

I answer your questions:

Could you advise if your account is already verified and if yes, since when exactly?

It is verified since December 24. They confirmed it to me by chat after sending the requested documentation.

Did you accumulate your winnings with real money or did you use a bonus?

Only with real money. I have not used casino bonuses on any deposits.

When was the last time you spoke to the casino and what was it about?

They no longer reply to my emails. The last time was by chat two days ago where they told me that the term they had given me from 5 to 7 business days is variable and that there are no terms. Since then they no longer allow me to access the chat, only send messages that do not answer.

Please note that we recommend waiting at least 14 days for your verification/withdrawal to be processed, especially if it is your first request.

I know, but the term they gave me in writing was 5 business days and since they no longer answer and they don't change the status of the withdrawal, I'm afraid it could be a scam

Hola,

contesto sobre sus preguntas:

¿Podría informar si su cuenta ya está verificada y es sí, desde cuándo exactamente?

está verificada desde el 24 de diciembre. Me lo confirmaron por chat tras el envio de la documentación solicitada.

¿Acumulaste tus ganancias con dinero real o usaste un bono?

Solo con dinero real. No he usado bonos de casino en ningún depósito.

¿Cuándo fue la última vez que habló con el casino y de qué se trataba?

ya no contestan a mis correos. La última vez fue por chat hace dos días donde me indicaban que el plazo que me habían dado de 5 a 7 días hábiles es variable y que no hay plazos. Desde entonces ya no me permiten acceder al chat solo enviar mensajes que no contestan.

Tenga en cuenta que recomendamos esperar al menos 14 días para que se procese su verificación/retiro, especialmente si es su primera solicitud.

lo sé, pero el plazo que me dieron por escrito fueron 5 días hábiles y como ya no contestan y no cambiar el estado de la retirada me temo que pueda ser una estafa

Hello joselurueda,

Can you please advise if the withdrawal is still pending? If yes, we will try to intervene.

Hi Yes. Still pending.

Hola, si. Continúa pendiente.

Thank you joselurueda for the confirmation. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello joselurueda,

I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

We would like to invite Vegas Casino Online to join the conversation.

Dear Vegas Casino Online,

Can you please provide more information regarding the player's withdrawal delay?

Hello, for your information I have been contacting the chat daily and for 10 days the message is the same, that in a few days but the money never arrives. Today I have asked them in the chat for the identification of the Company to be able to file a complaint for fraud but they do not want to provide it to me. I have also requested it by email but they do not answer. When I became a member I have written that it would take between 5-7 days maximum and it takes 20

Hola, para su información llevo contactando a diario con el chat y desde hace 10 dias el mensaje es el mismo, que en pocos días pero nunca llega el dinero. Hoy les he pedido en el chat la identificación de la Empresa para poder poner una denuncia por estafa pero no me lo quieren facilitar. Lo he solicitado también por email pero no contestan. Cuando me hice miembro tengo por escrito que tardarían entre 5-7 días máximo y llevan 20

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.

Dear joselurueda,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Michal