Avantgarde Casino - Player’s winnings are delayed.

Avantagrade casino is not depositing my winnings

Dear Rinchen007, 

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 confirm that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus? 

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, 

Veronika

Hi veronica

this is my first withdrawal and of course I claimed bonus while depositing. On 27/5/24 , I received a mail from support manager asking for verification. As per their instructions, I have submitted all the documents and it’s verified as well.

regards

Could you please specify which bonus you took? Please send me the screenshot or link.

Have you made sure to finish the wagering requirements before requesting a withdrawal?

Have you communicated with customer support regarding your delayed payment?

Dear Rinchen007,

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.

I don’t know what to write about when the casino ppl doesn’t pay somebody winning. I

Please forward me all the communication between you and the casino customer support regarding your verification and the payout of your winnings. My email address is veronika.l@casino.guru.

Dear veronika

all I have at the moment is my withdrawal being pending in their app. I can send you the screenshot. I couldn’t find any old chats in the account

Thank you very much, Rinchen007, for providing all the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@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.

Dear Rinchen007,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Avantgarde Casino representative to join this conversation.

Dear Avantgarde Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

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.

Hi Everyone,

Thank you for letting us know.

Looking into the customer's account, we can see that we indeed processed and paid what was due. The customer deposited 25 together with a bonus of 50. According to our T&Cs, the max cashout on it is 10x the deposit amount, while the bonus amount is to be deducted from the max cashout amount. Therefore, 200 was paid.

The customer did, however, make a withdrawal request of 750, and therefore, after processing 250 (250 -50 = 200), the 500 accidentally remained in a processed state, and was not cancelled right away, which we apologize for.

Thank you for your understanding,

Avantgarde Support

Dear Avantgarde Casino,

Could you please clarify, which specific bonus the player claimed?

Can you also confirm, if I understand it correctly, if all bonuses are considered non - withdrawable?

Thank you.

Hi Mirka,

We hope this finds you well.

To clarify, the customer received a 200% bonus on top of his $25 deposit. Therefore the customer received $50 that was deducted from his max cashout amount.

We hope this info helps,

Avantgarde Support

Dear Avantgarde Casino,

Do I understand it correctly, that you deducted the bonus amount twice before the player could withdraw his money?

Hi Mirka,

The bonus ($50) was deducted only once from the max cashout amount of $250. Therefore, $200 was processed and sent.

All the best,

Avantgarde Support

Dear Rinchen007,

As you can see, after applying the bonus max cash-out according to the bonus terms, it looks like you should have received 200$. Could you please confirm, you have received the withdrawal of 200$?

Thank you.

Dear Rinchen007,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.