The player from Germany requested a withdrawal less than two weeks prior to submitting this complaint. The payment hasn’t been processed yet. The complaint was rejected because the player didn't respond to our messages and questions.
BluVegas Casino - Player claims that payment has been delayed.
Amount: €3,690
BluVegas Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
11 months ago
Public
Public
1 year ago
Translation
I received 20 free spins for my deposit on Sunday. Won around €1.50 in these free spins, after that I won a total of €3690 in another game with this money. I didn't play higher than 2 euros.
I opened the LiveChat and asked if the conditions are met and I can withdraw these 3690 euros. I was told yes, the conditions are met and the payout is no problem. After the withdrawal request, I was asked again to upload proof of address. I did and the account was fully verified by 3pm on Monday.
Since then I haven't heard anything and I've only been put off. The main thing is that I am advertised as the top winner in 1st place.
I've had something paid out before, but this was ALWAYS done in a very short time and was in the account the following day.
I'm totally annoyed!
I pay in and out of my account immediately.
Automatic translation:
Public
Public
1 year ago
Dear stefaniem1986,
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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