BluVegas Casino - Delayed withdrawal of earnings causes concern for player.

Hello, I deposited for a promotion offer on September 29th and completed the wagering and finished with a balance of 21114 Euros. I than withdrew 4 transactions of 1000 euros for a total of 4000. I patiently waited for either the transactions to be completed or at the very least for the casino to communicate with me if they need any supplemental verification, after a full week of no update, I contacted live chat support and they didn't have any information for me other than my account is being reviewed and my issue would be escalated and I would receive an update by email. I never got any update and followed up a few days later with the same response. I have contacted support about 4 times in the 2 weeks since my withdrawal and they have not given me an update or any reason for the delayed payment. I find it odd the casino refuses to send me any email updates and the chat support doesn't have any update or information. The amount in my account is significant and I would like your help to get some information.

Thanks.

Dear panamaleez85,

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

• Could you please advise if it was your first withdrawal in this casino?
• Have you accumulated your winnings with or without an active bonus?

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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Hello,

This is not my first withdrawal with this casino, I have completed 1 withdrawal in the past and have been verified.

As for the patience of waiting 14 days, it's already been 19 days, and as I mentioned in my first post, I have contacted chat support several times and they won't give me any information, the support agent just mentions every time that my situation is being reviewed and I will receive an update by email shortly, but I have not received any communications so far.

Thank you very much, panamaleez85, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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 in the near future.  

Hello there,

Thank you panamaleez85 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask BluVegas 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 Peter,

I am a bit confused about this complaint really.

I was informed that withdrawals are being processed quite quickly.

Please see attached screenshot.

Regards,

Peter

Thank you very much for the update BluVegas Casino Team.

Dear panamaleez85, could you please confirm that you received your withdrawals?

Thank you in advance!

Yes, I have started receiving withdrawals. Thanks for your help.

Dear panamaleez85,

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,

Peter