Always Vegas Casino - Player’s struggling to receive a refund.

they took the wrong deposit amount from me in November 2019. I put in $25, they took $100 (plus their processor fees). I contacted them within 2 minutes of this happening to get my $ back. I was promised it would be done within days instead of the 3 weeks. They took the credit off my account and I never got my $ back. They have stolen $115 from me and have stopped responding to me. Lies after lies they were refunding me or did... never any proof no one to escalate to. Thinking of suing them

Dear Rikki,

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 played any of your deposited funds, or they’re still untouched inside your account? Could you please advise if your account has been successfully verified in the past?

Furthermore, if there’s any relevant communication, please forward it along with the payment receipt to petronela.k@casino.guru.

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

I have played there in the past and deposited no problem and also withdrawn a small amount with no problem. It was a third party processor that does their transactions and they are no where to be found for me to try to even contact. Any time in the past I have been told by support they are trying to contact their finance dept with no response or the refund was processed or on its way. Never anything direct about when this was done or amounts etc... I assume this so they do not have a paper trail. I asked multiple times where the money was sent back with no specific response. It was never sent and I have proof on my card statement. I will go back and email you the transaction.

thank you

Do I understand correctly that a refund has been processed allegedly? Could you please advise how many days ago?

they keep saying the finance dept said it was.. this was back in Dec. and it was not. Then I was told they reached out to finance to get me answers. Found out it indeed as not processed .. since then they have been "trying " to contact the finance dept but never get a response. I emailed them supposedly myself no response.. since then all I get is they cannot get a hold of the finance dept. Now its been weeks since they responded to me. I still do not have back my $115 nd no credit to my account either.

Dear Rikki,

Is there any relevant communication that you could forward to petronela.k@casino.guru, please?

Thank you very much, Rikki, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas@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 Rikki,

I'll take care of your complaint from now on. I'll try to contact the casino and inquire about your issue with the refund.

good luck they will probably not talk to you

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’.

I am pretty confident they will not, they stole my money

Dear Rikki,

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’. I understand this isn't a satisfactory solution to your issue however, the decrease of rating caused by unresolved complaints could change the casino's approach.