Bella Vegas Casino - Player's withdrawal's been delayed.

I’m in ohio. I played a free tournament and won, $1185.20. I made a withdrawal on 7/8/23 and received confirmation email. On 7/9-23, I was emailed from Bella Vegas to submit my cc card info with pic, card used for verification. I haven’t heard back since then, so I chatted with an agent, "Janet". She said there was no initiating that shows, nothing for withdrawal and I told her date and amount and then she ended the chat. I do have emails and screenshots,

Dear beckyanderson64,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. 

Please allow me to ask you a few questions, so I can better understand the situation. 

Do I understand you requested a withdrawal of your winnings on the 8th of July 2023? Is the withdrawal still pending in your account or was the amount you requested returned to your casino account?

Looking forward to hearing from you.

Best regards,

Tomas

Tomas,

thank you for responding. The amount is neither pending or in my account at the casino. It disappeared. I’m hoping that someone can explain to me on where it went.

Thanks for the explanation. Please send me any additional screenshots or emails that are relevant to the case. My email is tomas@casino.guru

Ty. Did you get the other emails I originally sent.

I will see if I have anything else but I believe I sent what I had.

Yes, the original screenshots were submitted successfully.

Thank you very much, beckyanderson64, 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 beckyanderson64 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Bella Vegas Casino for their help in resolving this complaint. We would like to know why is this withdrawal disappeared from the player's account and if we can do anything to help.

Thank you!

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.

Ty

Morning Peter

I have had a look at the account the player won from consecutive bonuses as per the terms and conditions a deposit is required after every free bonus claimed. 

The player won from the 5th tournament bonus hence they were declined the winnings. 

Regards

Janine

Seems to take a long time to reply but I believe the agent could have explained this if it were true. Why did I have to verify my credit card info, if I never made deposits per "Bella Vegas"?

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.

Morning Peter

Regarding the query on why the casino asked for verification - please find the response from the Support Agents

"It is a system requirement to verify identity as well as card, however it does not require you to make a deposit in case that a withdrawal is requested. 

Rest assured the casino will not charge a player or debit a player's account. Only the player can make a manual deposit using the card. "

Regards

Janine

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.