Avantgarde Casino - Player’s withdrawal has been delayed.

I have been verified with all proper documents. I am withdrawing using Bitcoin which they claim takes 5 to 18 days to process. I requested $800 on March 3. After 18 days came and went I contacted them. They said that they were sorry for inconvenience and delay and my issue was being sent over the finance department. Now it’s been six days and I still have not heard anything from the finance department. I have sent multiple emails and started many live chats to ultimately get the same runaround.

Ohh but the VIP manager hasn’t missed a beat making sure to let me know of upcoming promotions and to "gift" my account with a small token of their appreciation.

I want answers or my money not little BS distractions !

I am just starting to think this whole place is just a scam and a waste of my time and money!

I did recently request transcripts of my live chats and am still waiting .

Dear Ryan,

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?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but almost a month is 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

Hello,

Thank you for your quick response.

Yes my withdrawal is pending waiting on the finance department to wrap things up. That was what I was told around March 23, well after the 18 days they told me it would take. They havnt told me any reason for the hold , just an apology and them telling me they are forwarding my issue to the account managers or and finance department again.

I just wanted to add that with all of the inquiries I have made via email, the only emails I get back from them are all promotional emails . Not one of them has acknowledged my issue even though I have been told via live chat that my issue was forwarded to the account managers.

Funny thing is all of the email comes and goes to one address. support@avantgardecasino.com

Thank you very much, Ryan, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@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.  

Thank you for all your help.

Hello Ryan,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Avantgarde Casino to join the conversation and to aid in the resolution of this complaint.

Dear Avantgarde Casino, can you please provide an update regarding the status of the player's withdrawal?

Hello Ryan,

Thank you for the additional information. Could you please clarify if you have used a bonus to accumulate your winnings?

Hello Ryan,

Thank you for the additional information. Can I ask how much you deposited to be able to use the bonus? I ask as I have found this in the Bonus Terms and Conditions:

"4.11. A bonus equal to or greater than 200% that has been claimed with any deposit, will be subject to a max cashout of 10x the deposit amount."

I think I deposited 28 or 30 bucks.

Hello Ryan,

Thank you for your response.

It may be that this is the reason for your winnings being capped, it is very common for a casino to apply a maximum cashout rule to a bonus.

That being said, it would be better if the terms could be mentioned in the email advertising the bonus.

Dear Avantgarde Casino,

Can you please respond and clarify the situation regarding the player's winnings?

We would like to ask Avantgarde 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, the complaint will become ‘unresolved’ which may negatively affect its rating.

Hello Ryan and Adam,

Upon checking, we can see that the withdrawal was already sent some time ago, according to our T&Cs.

One important thing to note is that we are talking about up to 18 business days, as stated, and not up to 18 regular days.

We are willing, of course, to share further info regarding this withdrawal if asked.

Hope this can clear things up and wish you both a great day.

Best regards,

Avantgarde Support

Hello Avantgarde Casino,

Thank you for your response. Are you able to clarify why the player's original withdrawal of $800 was canceled and a new withdrawal of $250 was processed instead?

Hi Adam,

According to our T&Cs, which are clearly stated before creating an account, and which our whole support team is transparent about throughout the whole process, any deposit amount below $250 will have a max cashout of 10x the deposit amount, while deposit amounts of $250 and above will have no max cashout.

Since the customer won off of a $25 deposit, $250 was sent.

Best Regards,

Avantgarde Support

Hello all,

Please accept my apologies for my delayed response.

Dear Avantgarde Casino,

I have one further question,

Did the player make a deposit specifically to receive a bonus?

Dear Avantgarde Casino,

Please respond and clarify if the max cashout rule has been applied to a win from a real money deposit, and not from the use of a bonus.

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).

Hi Adam,

Regardless of a bonus being claimed or not, as mentioned above in this correspondence, any deposit amount below $250 will automatically have a max cashout of 10x the deposit amount, while for a deposit of $250 and above, there will be no max cashout.

It is stated in our T&Cs, before creating an account, and in our 24/7 live chat.

Best Regards,

Avantgarde support

Thank you both for the clarification.

I just had one final concern.

I would like to know why the difference wasn’t placed back into my players account?

Because if I was aware of the rule initially I would have only requested $250 as a withdrawal and left the rest to play with.

The way I am seeing it I am getting shafted $550 I could be playing with.

Hello Ryan,

It is my understanding of this rule that at the point you apply for a withdrawal (of any amount), anything in your balance above the amount of 10x your most recent deposit will be voided from your balance.

If you had requested a withdrawal of $250, the rest of your balance would still have been forfeited.

As mentioned we find this rule to be unfair to players when applied to real money play and would like to ask the casino to reconsider its position.

We would like to ask Avantgarde 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, the complaint will become ‘unresolved’ which may negatively affect its rating.

Hello,

This term, which as we mentioned, is transparent to our customers, is applied to new customers due to past experience.

Once a customer gains their VIP status, the term is no longer applied to them.

Thank you for your understanding and have a great day,

Avantgarde support

Dear Ryan,

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,

Adam