Casino Venetian - Player’s experiencing difficulties withdrawing his winnings.

I have submitted two withdrawal requests, the first for €78 and the second for €491. I submitted the first four days ago and despite the site saying that it will take 24 hours to process it has not been.

Although this is a relatively short period my concern lies in the fact that there is no method of contacting the site - the telephone number provided does not work, no-one responds to emails to the support address (in some instances they are just bounced back) and their online chat facility is only 'open' a few hours a day and once placed in a queue you move to position 1 but never connect. This makes me worry that I will never receive the withdrawals.

This is terrible practice and surely there must be some way to seek redress. I would very much welcome your advice.

Dear Simon,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Has your account been fully verified in the past? Which payment method you have opted for to receive your Winnings?

As you have been advised in your previous complaint against Casino Venetian https://casino.guru/casino-venetian-player-is-highly-dissatisfied-with, we are fully aware of its slow customer support, unfortunately it’s beyond our power to change it.

Meanwhile, please understand that it’s quite usual, even for regular 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.

However, I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hello,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

Additional comments from the player:

"Hello.

Youve been paid. and you got the funds. at the 15th of July.

@casinoguru, thank you to close this thread as resolved.

Regards."

As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thank you very much Simon for your confirmation and please don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru