Avantgarde Casino - Player is facing delays in withdrawal due to account verification issues.

Played 20$ chip and won a 100$ went to withdraw I get told they changed the terms for all withdrawals to 50$ even though t&c says 100. Than I send them the needed documents to get verified. What do they do they keep denying the paperwork for a week. They finally accepted the same document they denied earlier. I sent copies of certified mail with the required marks that was asked for and in the time frame they wanted but says they couldn't use certified mail because they weren't sure if I lived at that address when that's the purpose of it. Now they say that it will take 18 business days to get my withdrawal. But starting from the date they approved the hellish address verification that was stalled out for a week. I sent withdrawal on the 12th but because they slowed played me for a week I'm not expected to get withdrawal for another 3 weeks when I should be getting it this week.

Dear kevinfarns79,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with Avantgarde Casino. I have checked the Terms and Conditions, and this is what I found:

PROMOTIONS AND BONUS TERMS AND CONDITIONS

4.8. Free bonuses (Comps, Free Chips, converted Comp Points or any other non-deposit bonuses) are playable bonuses awarded to players so they may play free of charge. Free bonuses have a different wagering requirement than other bonuses, and have a fixed withdrawal limit of no more than 50 Credits (50 $,€,£,AUD, or 500 ZAR). Any remaining or extra balance is 'Non-Withdrawable' and is to be cleared from a player's balance. Each player is allowed to withdraw winnings from a free bonus only once during his/her gaming lifetime unless specifically approved by the casino manager.

Can you please tell me where you found the information about the maximum withdrawal limit for free chips being $100?

Do I understand correctly that you passed the full KYC verification?

Could you kindly specify what the current status of your withdrawal request is? Do you see it as processed or is it still pending?

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

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 800 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

here is the t&c of promo I used as u can see it says 100$

Do I understand correctly that the casino adjusted your winnings to $50, although the terms for this specific promotion state that the winnings are capped at $100?

Could you kindly specify what the current status of your withdrawal request is? Do you see it as processed or is it still pending?

Also, please forward any communication between you and the casino relevant to this case to veronika.l@casino.guru. Thank you in advance.

No they didn't adjust it when I was talking with customer service to figure out what I needed to do to cash out the 100$ they told me that I could only receive 50 because of T&C have been adjusted at the casino but yet to be updated. I was told to make a 15$ verification deposit in order to get the 50. They said they're not doing anything over 50 because of the new change. And that every time I'm to withdraw from there I would have to deposit 15$ ever time..

Yes it's still pending since December 12

Thank you very much, kevinfarns79, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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 there,

Thank you kevinfarns79 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Avantgarde Casino for their help in resolving this complaint. We would like to know why is this withdrawal taking as long as it is and if we can do anything to help make it quicker.

Thank you!

Hello everyone,

Please note that an account verification was made on December 20th. The payment will be made according to our T&Cs and should be completed this Thursday.

Thank you for your patience and cooperation,

Avantgarde

Thank you for the update Avantgarde Casino representative.

Dear kevinfarns79, We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Thank you in advance!

This still doesn't solve the 100$ Max withdrawal on coupon which I should have got I had sent coupon in previous thread

Dear Avantgarde Casino, could you please clarify when the change in the terms and conditions took place?

Thank you in advance!

Was paid in full they even paid me the coupon limit thank you avantgarde casino and casino guru

Dear kevinfarns79,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate 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,

Peter