Avantgarde Casino - Player experiences withdrawal delay and no response.

Hi over 3 month I win I still never receive my withdrawal. Even so many email am sending there no response A person name Jennifer vip manager I believe so dealing with it over 15 days she never reply to my email regarding my issue.

Dear luvinbholah,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal.

• Do I understand correctly that the withdrawal is still pending inside your account without being processed?
• Have you been advised why you can’t withdraw your winnings?
• Is it an internal casino system issue, or it’s related to your account only?
• Were your winnings accumulated with or without an active bonus?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but three months is an unusually long time.

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

Best regards,

Petronela

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a joyful, successful, and healthy new year 2024, and we will get back to you as soon as possible.

The vip manager first said my swift number was incorrect so I send the the correct one after 2weeks she said it was deposited into my account until now I never receive it I told her to send me proof of payment until today no reply.

I had same issue with THIS IS VEGAS CASINOHAD SAME ISSUE AFTER SUBMITTING THE SWIFT CODE IT WAS SORED OUT WITHIN 5 DAYS AND Avantgarde uses same systems as THIS IS VEGAS CASINO.I CAN FORWARD ALL THE MAIL FOR PROOF .

Hi luvinbholah,

You can forward any relevant communication and supporting evidence to petronela.k@casino.guru.

Thank you.

Thank you I will forward u the whole emali

Thank you very much, luvinbholah, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@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.  

Hello luvinbholah,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue. I would like to request the presence of a representative from the casino in this conversation.

Dear Avantgarde Casino,

Could you possibly provide additional information regarding the delayed payment and clarify the situation?

Thank you in advance.

Respectfully,

Michal

Jennifer is the vip manager. Assisting me with the case.

There is more agent was Assisting me I can send u some clip picture of it if you want.i did send all the mail Petronela.

Hi Everyone,

Within the next 24 hours, the customer should expect a receipt of the payment to arrive at their email address. Since the payment did not bounce back to us, this should serve to help release the funds into the account.

Thank you and have a great day,

Avantgarde Support

Thank you Avantgarde Casino for the update.

Dear luvinbholah,

Please let us know when the payment arrives. We will be waiting for your confirmation.

Hi I will I never receive anything yet.

Hello luvinbholah,

Could you please inform us here in the thread about the situation of your payment? Did you receive the payment receipt from the casino?

Dear luvinbholah,

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.

Hi sorry for delayed. I was admitted to hospital was nt well .

After so much arguing with Jennifer she explain they paid it only R1000 all together when this is Vegas casino paid me so all I receive was R3651.06 only when I provided my proof of payments from this is Vegas casino .Vegas casino paid 3000rand still short of money like Jennifer said 1000 rand coz of the wagering. Before that she could not provide proper documents until I show payments of what I receive .something very fishy here.when I withdraw it accepted R3000 why only when payment time she said am allowed R1000 only which is very unfair like other casino when withdrawal will say u only can withdraw certain amount instead of this amount due to T&cs nothing was given when withdrawal.

Dear luvinbholah,

Just to clarify, could you please specify how much money are you still missing from your requested withdrawal?

R2348,94 cents .

Dear Avantgarde Casino,

Could you please clarify for us the issue of why the player had gotten less money than he requested in his withdrawal?

Hello,

According to our T&Cs, any deposit below 2500 ZAR carries a 10x limit, and therefore, since the customer deposited 100 ZAR, 1000 ZAR was sent.

We have already sent a full detailed explanation via the support box to the customer.

Thank you for your understanding,

Avantgarde

Dear Avantgarde Casino,

As per our Fair Gambling Codex (https://casino.guru/fair-gambling-codex-for-casinos#hidden-predatory-rules), we find rules such as the one mentioned to be unfair and predatory.

We accept bonus T&Cs that restrict the maximum cash out from a bonus play, but it doesn't make sense to limit the amount that players can withdraw if they aren't playing with a bonus.

As such, we feel that the player should be entitled to their winnings in full in this case.

Let me also point out that unfair rules just as this one will affect the casino's safety index negatively.

I hope we can solve this situation to benefit all parties involved. I will be waiting to hear from you.

Kind regards,

Michal

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.

Hello Michal,

We think it is highly important to note that our large community of customers is not only aware of our T&Cs and general rules as we have nothing to hide (both on account creation sign up and our 24/7 live chat), but they play with us due to these rules.

The majority of our customers do like to play with a max cashout as if there was not, it would make them continue playing and possibly lose what they originally won. We all can call and consider that unfair and predatory as well.

We give our customers both options, in what we consider responsible gambling.

Thank you for your understanding,

Avantgarde

Yes be clear first of all .You can't claim all customer of the T&Cs.

If customer did knew they will not ask .

Come to yall service for reply it take yall so long over 2 to 3 weeks why .why so busy obviously coz lot of complain of services when we lodge complaint then we become bad.

First of all in my issue yall took 3 month to figure it out until I show proof yall could not even provide proper communication only say it was done it was done until pressure come casino guru .

Until now my issue not resolve properly .

Dear Avantgarde Casino,

Limiting the amount of winnings players can withdraw while playing with their own money essentially means limiting their freedom of play.

This system just makes players deposit more with the hopes of winning higher amounts than they would in a casino without such a win limit.

This rule would make sense if it was applied to bonus money, but with real money, we consider it as unfair and hurtful to the players. The players should be allowed to win and subsequently withdraw all of the money they have won. Of course, limits such as daily/monthly withdrawal amount could be applied, but those limits do not lower the player's account balance or take any money from players.

In conclusion, limiting the amount of winnings based on the amount of deposit just takes money from players that they rightfully won.

Our position on this matter is that the player should be reimbursed fully.

Please let us know in this thread how you want to proceed in this matter.

Thank you very much .Michal.

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.

Thanks again .Also I try to deposit to play again they have block me even in this is Vegas casino also that's very wrong for what they doing .

Thank you, Michal.

Honestly, we do not have much to add. As we stated, we provide both options for our customers, and many of our customers decide to play with us thanks to this very specific system that is taking place, and find it responsible to play with a max cashout determined from the start.

We are as transparent as we can be, both in our T&Cs and our live chat.

The fact that the customer wishes to continue depositing with us while we would rather that he enjoys other places instead speaks volumes about the true nature of this case.

We thank you once again,

Avantgarde Support

Dear luvinbholah,

As mentioned previously, we find rules such as this to be unfair and predatory when applied to real money play, as per our fair gambling codex (https://casino.guru/fair-gambling-codex-for-casinos#hidden-predatory-rules).

It seems that the casino does not wish to reconsider its position in this case, and so it will now be closed as 'unresolved'. As the casino doesn't appear to have a license and doesn't refer to any ADR service, I’m afraid there is nothing more that can be achieved.

I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints may help to change the casino's approach. 

I am sorry I could not have been of more help.

Kind regards,

Michal V, Casino.Guru