Avantgarde Casino - Player's withdrawal is delayed.

I won using a promotion at the casino back in April. They told me I would need to deposit $25 and verify my account information to request my withdrawal. The max I could withdraw from the promotion was $100, so that's what I requested on 4/24/23. They told me it would take 1 to 18 days to receive my withdrawal. I have inquired a couple of times about an eta and just keep getting told the same thing. When it was 18 days, I inquired again just to be told I would have to wait up to 18 business days. Currently I am on day 16 by the business day count and still nothing. I'm really beginning to think I'm being ripped off.

Dear crystaljunkmail500,

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.

Do I understand you won using a welcome no-deposit bonus in the casino? Did the casino try to explain what might be causing the delay in processing your withdrawal?

Thank you very much in advance for your reply.

Best regards,

Tomas

No, they just keep saying it can take 1 to 18 days, and recently it became business days. I was new to the casino and used a promo and won. They told me I would need to deposit $25 in order to withdraw and I would need to send in identification documents for account verification to withdraw. I did both and entered the withdrawal request on 4/24/23. I've inquired about an eta several times and they always tell me they are still within their time frame and it will take 1 to 18 days.

Thank you very much, crystaljunkmail500, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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 there,

Thank you crystaljunkmail500 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,

Please note that when cashing out from a free chip with no history of real play recorded, according to our T&Cs, withdrawals can take up to 18 business days from the day the account is fully verified with the relevant verification documents.

The withdrawal will be processed and sent by this Sunday at the latest, according to our T&Cs.

Thank you for your understanding and patience,

Avantgarde Support

The account was verified on 4/27/23 so as of today you have surpassed the 18 business days required.

Here is a copy of the email confirming the date my information was confirmed by Avantgard. Anyone that can look at a calendar can plainly see that this has hit the 18 day mark. I hope that they do keep their word and pay me out, but their continuous delays on this are of a great concern and not giving me much hope that they will honor their word.

To give further information regarding this situation, the free chip bonus Avantgarde mentioned was the welcome chip I received when I signed up, so no, there was no previous history playing on their site because i had just registered my new account with this offer and that is what i won with. I hadnt had a chance at that point to have any other available player activity. This was my first time playing here and I won using the welcome promo I was offered when I registered for my account. When I realized I had actually did the impossible and played through the wager amount and could withdraw, I asked support on how to proceed. I deposited $25 as instructed and I did not use a promotion when I made that deposit even though support tried to tempt me. I submitted my verification documents and they were verified 2 days later. My account was verified on 4.27.23 and as of today, 5.24.23, it has been 19 full business days since then. The terms and conditions that have been recited to me so many times now state withdrawals can take anywhere from 1 to 18 business days to process. So why has mine not been processed? I received an email from them earlier saying they would begin to process my withdrawal the beginning of this coming week. I just don't understand this so-called casino.

They finally paid me out 5.25.23. Thank you for your help

Dear crystaljunkmail500,

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.

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