Vegas Casino Online - Player’s withdrawal has been delayed.

On a free chip bonus I requested a crypto payout of the maximum 400$ allowed. Playthrough was required and completed. Request for withdrawal was made on 6-15-24, casino stated my verification has been completed but they are waiting on the confirmation of the payment provider. Email and chat have got me no where.

Dear mickey11,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Have you made any successful withdrawals before? 
• Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. 

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

Best regards,

Kristina

Hey, thanks for the quick response. I have not made a withdrawal with this site. I will attach some screenshots and emails. Mind you the screenshot says last update was 6/21/24, my initial request was 6/15/24.

Thank you very much, mickey11, for your cooperation. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi mickey11,

I've just reviewed your case and am sorry to hear about your struggles with withdrawal. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Vegas Casino Online, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify the current status of the player's withdrawal request? When can the player expect the withdrawal to be processed from your side?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

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.

Finally received a payout via crypto, but only for 327.57$. I have emailed them to see why the less amount

Thank you for the updates, mickey11. I'm glad you received the payment, though it wasn't full. Are you aware of any withdrawal fees at the casino? Maybe some fee was deducted. Please, let me know if the support will clarify it for you.

Dear mickey11,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

No fees for withdrawal, they claim the price of Bitcoin went down over the weekend. I sent them this(screenshot) with no response

Dear mickey11, unfortunately, the casino didn't react to our attempts to contact them. I think you're eligible to receive the whole amount in USD and the price of Bitcoin cannot make an impact on the final amount you receive if your casino account was created in USD and you requested the withdrawal in USD. I'm afraid there is not much that can be achieved without cooperation from the casino's 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,

Natalia