The player from Sweden has been waiting for a withdrawal for less than two weeks. Unfortunately, their payout hasn’t been received yet. The player later confirmed that the issue was resolved.
BluVegas Casino - Player’s winnings haven’t been received yet.
Amount: €330
BluVegas Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
On Friday 3/2 I logged into bluvegas and saw that I had a bunch of free spins which I played and won a total of €330. I made a withdrawal and the next day (Saturday 4/2) I received an email saying that I would send submitted documents so that my account could be verified. An email about two credit cards and one about my address. I saw in my account that my old address was on my information, so I asked the chat to change to my new address. (Because I had moved) and they would immediately do it.
I submitted both documents and only the credit card one was approved. The second document with the address was denied because they wanted my old address. So I thought I'll submit a new pay slip from my employer because they haven't changed my old address to the new one. But salary specifications were not valid as a basis for address. So once again I had to contact the support to tell them that I had moved and tried to send the document with the address from the tax office to the link that I had received. On Sunday 5/2 I received an email that all documents were verified and also my account.
It has now been 10 days since I made my withdrawal and it still says; in progress. I have been in contact with support several times and they just keep telling me to wait.
In the casino's FAQ, it says that all withdrawals must either be approved or denied within 2 days. I have also written to their relevant department but have not heard back.
Was very grateful for help!
Automatic translation:
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1 year ago
Dear Alexrex,
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
I understand but why don't they write two weeks in their game rules? Two days is in their rules of the game. But I will contact you again in four days if nothing has happened by then.
Thank you for your quick response
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1 year ago
Translation
Now 12 days later I received a reply that the withdrawal has been approved. No explanation as to why there has been a long delay even though it is stated in their rules that "A player shall be informed about reasons for any delay if the time for the money to arrive at the players account exceeds 10 days"
So now it remains to be seen when I will receive my money.
Automatic translation:
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1 year ago
Dear Alexrex,
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
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