Mr. Vegas Casino - Player's withdrawal is delayed and under review.

On March 31st I made a withdrawal of 875$.. the casino quickly approved the withdrawal. I wasn’t sure how long it would take so the following day I inquired and they said it would probably be in my account after 5 business days.. I waited a full well and when the $ didn’t show up in my account I inquired with the support team.. all they said was we need your banking records from the date of the withdrawal until the current date to prove you didn’t get the $.. I offered to give them my login and have a look themselves if need be but they were adamant that only a pdf would suffice.. I ended up forwarding my banking records pdf and expected they would send my money. Instead of resolving the problem they only said they were reveiwing the case however I don’t believe they are doing anything but wasting my time and hoping I give up. Their sister casino Videoslots has done this to me as well as people I know who were all loyal customers. It seems they are more interested in taking your money than they are paying it out, so they make up a story and pretend they don’t owe you any $

Dear ElTrappo,

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.

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

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

Best regards,

Veronika

Mrvegas finally admitted that they never sent the money or the payment was messed up and returned it to my mrvegas account, but didn’t cash it out as I wanted. But it was returned nonetheless

I'm glad to hear that the amount was returned to your casino account. Could you please specify if you played away the balance, or if you submitted a new withdrawal request? Kindly let me know if you want to continue with this complaint, or if it may be closed. Thank you for your cooperation.

Dear ElTrappo,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.