The player from Germany requested a withdrawal less than two weeks prior to submitting this complaint. The payment hasn’t been processed yet. The player later confirmed that the withdrawal was processed successfully, therefore we marked this complaint as resolved.
Bitvegas.io Casino - Player claims that payment has been delayed.
Amount: €1,000
Bitvegas.io Casino
Safety Index:HighSafety Index
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8.5
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
Hello team
The following happened, I signed up at the casino because I was told that winnings would be processed within 10 minutes or on the FAQ page in an hour.
I then deposited €300 with a Jeton Wallet account and played without a bonus, after a while I was able to play my way up to around €1250 so far so good, but then lost €250 again and paid out €1000 with the Jeton Wallet.
I then got an email to verify the account, which I did, and the confirmation came that it was fully verified.
Shortly thereafter, payment was rejected, another one started and it went on like this a few times, then I asked the chat what the problem was, had to wait, you don't know it either!
Manager reports quick chance, emails written zero chance not a single answer from support!
Then payment method changed to bank transfer and sending my bank statement zero reaction!
It brings the idea close that it is a fake casino!
Chat brings nothing because it is a call center chat work for umpteen casinos!
I'm happy to send all the payment rejections by email, including the chat history!
I hope you can contact me, but unfortunately I can't!
Greeting
AMGE55
Automatic translation:
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1 year ago
Dear AMGE55,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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1 year ago
Translation
Not claimed but reality.....no reaction after 7 days!
Only contact chat.....working for 100 casinos....
All documents collected!
Edited
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1 year ago
Translation
Hello
after a long struggle I got the payout!
Greeting
Automatic translation:
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1 year ago
Dear AMGE55,
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,
Kristina
Casino.Guru
