The player from Indiana had had an issue with Avantgarde Casino regarding a withdrawal. Despite having met all the necessary requirements, her original withdrawal request had disappeared from her account and had been replaced by a $35 withdrawal she didn't initiate or receive. Additionally, she had been unable to access her account. Despite our attempts to resolve the issue by contacting the casino, we had received no response. However, the casino later communicated that the player's payment was bouncing back due to her bank not accepting transfers under $50. They had suggested the player open a Bitcoin account to receive payment. The player confirmed that she had eventually received her withdrawal, and we marked the complaint as 'resolved'.
Avantgarde Casino - Player's withdrawal has been cancelled and altered.
Amount: $100
Avantgarde Casino
Safety Index:Very lowCase closed
RESOLVED
Case summary
I initiated my withdraw on 2-21-24 and sent all my documents that they asked for and got the email confirming that they had verified them on 3-11-24 and was told it would be no longer then 18 business days then on 4-3-24 I got a email stating that there was a delay but that my withdraw would be complete on 4-8-24 which is past the 18 days but whatever so then on that day I got a email saying that they didn't have my account or routing numbers which isn't possible cuz you have to have them to even initiate the withdraw in the first place so that is just a lie. And then when I log into my account it no longer shows my withdraw pending and now it shows that it was canceled and that a new withdraw for only $35 has already! Been paid to me on the 8th of April which it has not because according to them they didn't even have my account numbers so how could they have paid me? I email and ask and it takes day@ to get a response and the response never answers my question it just repeats the same thing of it can take up to 18 days which we are well past that! I have screenshots and emails documenting the entire thing also.
Dear Shamey,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Avantgarde Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
- Could you please share a screenshot of the new withdrawal of $35 here?
- Have you accumulated your winnings with the help of a bonus?
- Have you ever deposited in the casino?
- Have you ever made a successful withdrawal in the past?
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,
Tomas
Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.
My winnings came from a deposit with a bonus so yes I did deposit my own money and I did meet all the required play through for the bonus to be able to withdraw and this was my first time withdrawing my winnings. And I do have screenshots of everything I thought that I included it in my original complaint but maybe not it would only let me add a certain amount of screenshots
As of this morning I'm no longer able to log in. Every time I try it says the site is down or has moved
Thank you very much, Shamey, for providing the necessary information. I will now transfer your complaint to my colleague Dominika (dominika.l@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
Hello Shamey,
This is Dominika and from now on, I will be taking care of your complaint. I will contact the casino and try my best to resolve the issue as soon as possible.
Now I would like to invite Avantgarde Casino representative to join this conversation and participate in the resolution of this complaint.
Kind regards,
Dominika
Casino.Guru
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.
I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.
I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.
I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.
Best regards,
Dominika
Casino.Guru
Hello everyone,
We are in direct contact with the customer and have already explained to her that her payment keeps bouncing back due to her bank not accepting transfers under $50. (eligible to $35 according to our T&Cs when claiming a bonus with a $5 deposit)
Therefore, we have suggested opening a Bitcoin account so we can send her the payment.
Thank you for your understanding.
Avantgarde
Dear Shamey,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Dominika
Casino.Guru
