Avantgarde Casino - Player’s winnings are delayed.

I deposited $200 with a bonus i think …. got told I had to wager $10000 (which I did) … and then got told I could only get 10 times my deposit amount = $2000 … could only withdrawals $500 per week … so had $500 x 4 pending … the first withdrawal request has disappeared but I got a $75 deposit in my account (not sure if this is from the casino) … have tried to reach out to casino via chat and via email but no one is responding … I believe I satisfied all T&Cs … I would like to receive my $2000 winnings

Dear gladyswillis68,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience. Please allow me to ask you a few questions to make sure I understand your situation completely.

Have you received any notification or email after your first withdrawal request was canceled? Have you received any explanation as to why the casino canceled the payment? Was the requested amount $500 but you received only $75 back to your casino account?

Are the other three withdrawal requests still pending in your account? Please send me the screenshots of your transaction history.

When was the last time the casino customer support communicated with you?

Have you passed the full KYC verification?

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

Best regards

Veronika

I received no notification regarding the first withdrawals of $100 and $400. I didn’t receive the $500 but had a deposit of $75 in my bank instead. The other 3 x $500 are still pending

The last time the casino communicated with me was via email on 16 July stating "Hello gladys,

I hope this finds you well.

As a general rule and according to our T&C's, withdrawals can take up to 18 business days at the latest, from the day the account has been fully verified with the relevant documents.

Withdrawal timeframes are determined by account activity, the total number of deposits, and seniority.

We hope to see you online again soon,"

I passed the verification process.

Thank you very much, gladyswillis68, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hi gladyswillis68,

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 Avantgarde Casino, I'd like to invite you to join this conversation and participate in resolving the player's complaint. Could you please share more information regarding the case? Would you please specify what happened to the first of the player's withdrawal requests of $500? If it was canceled why only $75 was returned to the player's balance?

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

Hi Natalie

It appears that I may be band from this site too … as getting the following message when I tried to launch several games:

"This game is currently disabled. It may be excluded by your active promotion, please check your promotion terms for more information."

Gladys

Hi Natalie

Also getting the following message:

"You are unable to play this game due to your wagering limits."

What wagering limits!!!???

Gladys

Hi gladyswillis68, do you still have an active bonus? If so, there may be some games restricted to be played with bonuses, so the casino software doesn't allow you to open them. Or there may be certain games that are disabled for your county.

As for the wagering limits - have you asked to apply any responsible gambling limitations for your account? Wagering limits can be a part of responsible gambling policy.

Anyway, we are still waiting for the casino to reply. I hope we'll hear from them soon and find out more information about your issue.

Hello everyone,

Looking at the case, everything seems according to our T&Cs. The customer, before verifying the account with all the required, was able to place withdrawal requests of 500. The first request of 500 was processed and sent 2 weeks ago (100 after bonus deduction of 400) and the rest that is in processing will keep being processed and sent to the customer according to our T&Cs.

Thank you for your understanding and patience,

Avantgarde Support

So does this mean I am entitled to the full payments of $500 x 3 (remaining withdrawals)? … didn’t realise I had a bonus to repay … I thought that was part of the wager?

I didn’t get $100 … I only got $75 … this has nothing to do with currency rates cause I was under the impression I deposited AUD currency

I've just checked the casino's Terms and have found this:

5.4. All withdrawals (Wire, Netteller, Direct-to-Card etc) are subject to a 10-40 $,€,£ transfer fee. Fees are based on location and are determined by our payment processor and are the responsibility of the individual player to absorb.

Probably, the $25 deducted from your withdrawal was the transfer fee.

Dear Avantgarde Casino, can you please specify what fee was applied? As for the remaining withdrawals, can you please share the timeframes and the amounts to be processed?

Look at when these withdrawals were requested… it’s been more than 18 days … why is it taking so long to pay me?

Hi Natalie

Can you please ask the casino to pay my $500 x 3 because they have all now gone beyond the 18 business days from time of request … getting frustrated with this whole situation… I don’t see no logical reason as to why this process is taking so long

Hi gladyswillis68, we are now waiting for the casino's reply.

Correct. That is a transfer fee that varies with each bank.

Tomorrow morning an additional payment will be processed and sent as per our T&Cs.

Thank you for your patience.

I have $1500 outstanding … am i getting the whole lot tomorrow minus the transfer fee?

Thank you … i received $485 … just wanting to know when the last $500 x 2 will be processed? - especially considering one was in june

Thank you for the updates, gladyswillis68.

Dear Avantgarde Casino, can you please specify if the remaining 2 payments have already been processed?

Dear Avantgarde Casino

Can you please process my last two $500 at the same time?

I requested those last two $500s on 25 June and 2 July - way beyond you 18 business day processing period.

I need money urgently to fix my car.

Gladys

Dear Avantgarde Casino/Natalie

I can no longer see my $500 x 2 pending … does this mean you have processed these two payments and I can expect payment in a couple of day?

Dear Gladys,

We would like to remind you that the Casino Guru platform is not a replacement for our support box, and we are always available for you there for any questions you may have.

Everything is done according to our T&Cs, which you are welcome to go through, and we keep being available in our support box for better communication.

Thank you for your cooperation.

Avantgarde Support

Thank you!!!! I have since received my final 2 payments … case closed!

After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, gladyswillis68, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. 

Thank you in advance for your time. 

Best regards,

Natalia

Casino.Guru