Vegas Moose Casino - Withdrawal of player's winnings has been delayed.

I’m verified, submitted the request for withdrawal on the 15th,all the previous withdrawals ised to reach my bank account instantly,however this one is still pending. I tried to call to ask if there is anything that they need from me in order to process - not picking the phone. I sent several emails - no answer.

Dear evalinaliss,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

casino returned pending withdrawal to account balance and I withdrew it in instalments of £300 instantly.

Dear evalinaliss,

Do I understand it correctly that you have received the money and the issue is resolved?

Dear evalinaliss,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear evalinaliss,

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.

I withdrew the money. However they didn’t respond to any email. What they did was returned the money ti my player account balance and then I withdrew it small amounts instantly ( £200, they took the fee for each withdrawal). Hope other players will be aware.

Dear evalinaliss,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Nick Bacon

Casino.Guru