Avantgarde Casino - Player's withdrawal has been delayed.

I submitted withdraw request on 2/3/22. I was informed it would be 5-18 buisness days to receive my bitcoin payout. I was shocked by the time frame but felt with it. It was 20 Buisness days after my withdraw request (so past their time frame, as well as other representatives tell me bitcoin payouts process quicker), and I began to hound them about it. My request was canceled and there was an account balance reflecting the original requested amount less any finance fees. I received an email informing me of this and telling me to resubmit the amount that the finance department approved so It can be processed quickly. I was frustrated but I understood and was hoping to get my money pretty fast at that point. Boy was I wrong. I resubmitted the payout request on 3/11/2022, over a whole month past the first attempt to withdraw my funds. A week ago I began to email and very strongly voice my concerns and questions of my money. I explained how I have been waiting for quite some time now. My account manager emailed back and Apologized but she said "I will receive my payout in the following days". It has been a week and through all of my emails (almost daily) and chats to customer service, I have not gotten a single response. My account manager hasn't replied to anything. I have been waiting on my withdraw for over 2 months.

Dear Jessica,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you ever made a successful withdrawal before? Could you please confirm that you have passed the KYC?

If there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru (or alternatively post it here).

Thank you very much in advance for your reply.

Best regards,

Kristina

Kristina,

Thank you so much for looking into this for me, your time is greatly appreciated. Prior to ever making a deposit and well as any payout request, I had submitted my documents to the email provided for verification purposes. I received a reply informing my I was approved and the account was updated. So this would be my first withdraw from them, and that I why I gave them some leeway as far as maybe not exactly 5-18 days. I was patient for some time before this.i will send to the email you listed all my correspondence with them.

Thanks again,

Jessica H***

I must edit the withdraw amount. I double checked the amount I listed, the payout i have been waiting on is $449.54

Thank you very much for your reply, Jessica. Have you accumulated your winnings with or without an active bonus? Could you please advise what is the current status of your withdrawal request? Is it marked as pending or processed in your account?

I shall attach screenshots of when I deposited, my initial withdrawal request that was canceled by the casino and adjusted, alas well as this current payout request. As of this minute it is listed as processing. It has said processing since the moment I hit submit. I played on my own money u deposited. I did not play any bonuses from the casino whatsoever either. It was pure and simple. I also received a reply from Jennifer, my "Account Manager " yesterday. It was strange that I haven't heard any kinds of details pertaining to this issue. I took a screenshot, but she said almost word for word what she said when I inquired about my 1st attempt requesting was overdue on their time. deposit

1st attempt to get payout

current request. As of 5 min ago.

Thank you very much JJHall1102 for your reply. I will now transfer your complaint to my colleague Branislav (branislav.b@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 soon.

Thank you very much and I hope to be able to get this resolved quickly! I appreciate the help!

Hello, JJHall1102,

I am sorry to hear that your withdrawal is so long. 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's representative to join this conversation and participate in the resolution of this complaint.

Dear Avantgarde Casino Team,

Could you please state the reason why the player's withdrawal has not been processed yet and when can she expect the payment?

Thank you in advance for providing the information.

So what happens if they don't respond? I am getting nothing from chats or emails.

Will I still get my money?

Hi JJHall1102,

We are truly sorry to hear about this experience.

We have already forwarded this case to your relevant account manager to look into and resolve ASAP.

Once we have more details, we will keep you updated, of course.

Rest assured, this will be resolved.

Thank you for letting us know and have a great day,

Avantgarde Support

Thank you for helping me get this resolved. I received an email from my account manager stating that the withdrawal will be sent this Sunday

I shall keep you updated as to if it actually is deposited.

Greetings all,

Thank you for all information and updates.

Dear JJHall1102,

Good to hear some positive news. Is there any progress on your issue?

Please let us know once you receive your payment.

Have you received your payment, JJHall1102? Was your issue resolved?

We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it.

Looking forward to hearing from you.

Unfortunately, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

Thank you, Avantgarde Casino, for providing information and cooperation.

Best regards,

Branislav, Casino.Guru