The player from Russia is dissatisfied with the withdrawal process. The casino responded and explained that the bonus the player received and played was configured incorrectly due to some technical problems and staff errors. The casino apologized for the inconvenience and offered to pay the player the amount indicated in their game statistics. The player agreed to this and the issue was resolved. The player requested that the complaint be reopened as they had been told by the casino support that they would receive the second part of their winnings. The player provided evidence of the chat conversation, but the casino stated that no such conversation had taken place. There did not seem to be anything to suggest that the evidence supplied by the player was less than authentic, but as the casino maintained their position the case was closed as 'unresolved'.
CryptoVegas Casino - Player's withdrawal has been delayed.
Black points: 308
Amount: $617
CryptoVegas Casino
Safety Index:Above averageInsufficient evidence from casino
UNRESOLVED
Case summary
Dear grubestin,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It’s quite usual for withdrawal, 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. If you don’t receive your winnings by then, please, let us know and we will try to help you. Thank you for your understanding.
Best regards,
Kristina
I didn't create the withdrawal request. Initially, I bet $95 on withdrawal. After 5 minutes, they rejected the application and wrote off the entire remaining balance under the guise of a "confirmed application". No money will come.
Thank you for your reply, grubestin. It seems that you have had 2 withdrawal requests - one was denied and the other seems to be approved a few minutes later:
I hope I understood correctly that your first withdrawal request of $95 was canceled by the casino. However, the second withdrawal request is approved and I am not sure why you think that you won't receive it. Could you please clarify? Or was the second withdrawal also canceled?
The second application was created by the casino. I can't even tell. He successfully passed mine, he was just decommissioned
Is the second withdrawal request still marked as approved in your account?
Yes. I sent them a link to this complaint, but they do not want to respond
Since the second withdrawal has not been canceled, there is a chance that the casino is currently working on it. I would recommend that we wait for a little bit longer. If there is no development within the next 7 days, please let us know and we will intervene. Thank you in advance.
the money was debited. I didn't create a withdrawal request. There is no point in waiting 7 days. Please contact them
Thank you very much grubestin for your cooperation so far. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.
Hello grubestin,
I have reviewed your case and will contact the casino to see if I can help.
We would like to invite CryptoVegas Casino to join the conversation and to aid in the resolution of this complaint.
Kind regards,
Adam
Hello grubestin,
Has there been any progress with your withdrawal?
I have since made contact with the casino, and they stated that there was a technical issue and that they will provide more information shortly.
No payments have been received. I do not consider this a technical error. I already sent screenshots where they wrote that your money will arrive soon
Greetings from CryptoVegas Casino.
Grubestin we are very grateful that you took the time to fill in this complaint. We are very sorry to hear that you had a negative experience with CryptoVegas Casino. It is very important for us to receive feedback from our players in order to improve the service we provide and satisfy our players at the highest level.
The bonus accepted by you could only be wagered with Real Balance, as stated in the published bonus rules, which you can find below. Due to incorrect settings on the part of the staff, the bonus could be available for wagering for the bonus balance. Kindly, please note that the free spins wagering option was only available due to a programming error and did not comply with the published rules of the promotion.
In turn, we acknowledge that the technical support answers misled the player and the guilty employees were punished and they are no longer employees of CryptoVegas Casino, since it is a priority for us not to mislead players by giving them incorrect answers and promptly help players with their problems.
We apologize for the inconvenience caused and we are ready to pay you $617 as indicated in your game statistics as an exception for the poor performance of technical support. This amount will be available for withdrawal on your account.
We hope that there will be no more such problems with the CryptoVegas casino.
Looking forward to your answer,
Kind regards,
CryptoVegas Casino
Here you can find the published rules for the bonus you accepted*
Description Terms and Conditions:
Bonus can be activated once per account. The active bonus can be wagered by Real balance. While the bonus is active, the amount of the bets is debited from the Real balance and all winnings are credited to the Bonus balance. Free Spins winnings will be credited to the Bonus balance. The bonus amount needs to be wagered 20 (twenty) times. Then the bonus amount shall be transferred from the Bonus Balance to your Real balance, and be withdrawable.
100 Free Spins are available in Lucky Streak 3 game
In case the bonus is rejected, Bonus balance will be forfeited. The canceled bonus and winnings cannot be refunded.
The stake contributions towards wagering of all game categories on Crypto.Vegas Casino are as follows: Live, Roulette, Cards, Table games and others contribute 10% of bet towards wagering requirement. Slots games contribute 100% towards wagering requirement.
Money has been successfully withdrawn. Thanks for solving the problem!
Dear CryptoVegas Casino,
Thank you for your detailed explanation and understanding.
Dear grubestin,
I'm glad to hear that your issue has been resolved to your satisfaction. I will now mark the complaint as 'resolved' in our system.
Thank you for using the Casino Guru complaint resolution center. 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.
Kind regards to all,
Adam
This complaint has been reopened at the player's request.
Dear CryptoVegas Casino,
The player has successfully withdrawn $617, but there seems to have been some communication regarding receiving "the second part" of their winnings, as per the screenshot provided here: https://ibb.co/hCG6sYb.
Can you please clarify the situation?
Kind regards,
Adam
Before that, I provided a screenshot with a confirmed request for withdrawal of funds in the amount of 1422.30 usd. I calculated and came to the conclusion 1422-617=$805. This is the second part of my winnings
Greetings from CryptoVegas Casino.
Dear, Grubestin and Casino Guru team.
As we have explained before the bonus accepted by you could only be wagered with Real Balance, as stated in the published bonus rules, however you did wager it by the Free spins.
We agreed that the technical support answers misled the player and we paid the $617 as indicated in Grubestin's game statistics (GGR) as an exception for the poor performance of technical support and you agreed that this amount is sufficient to resolve the issue. And you successfully withdrew it after.
Therefore, we do not see the opportunity to raise this issue again.
Looking forward to your answer,
Kind regards,
CryptoVegas Casino
I have provided screenshots of your support response. It was your support's answer that the second half of the winnings will be charged. Why did he write this to me then? Support writes one thing, and you do something completely different
Dear CryptoVegas Casino,
It seems that after the $617 has been credited to the player, the support has then told them that they would later receive the second part of their winnings. Has this also been stated in error?
I appreciate that the amount of $617 was agreed upon in the resolution of the complaint, but if the player has later been told something different by the support, I can understand they would be confused.
Kind regards,
Adam
It was 4 months ago. For some reason, I could not answer and generally accidentally found screenshots of this correspondence. So I decided to open the complaint again.
With regards to your screenshots with the correspondence of our support John. We have investigated this case on our side. We switched to tawk platform not so long ago and were able to study all the chats for that period of time with the employee's name you specified. And unfortunately there is not a single chat where there are such phrases indicated in your screenshots. Therefore, we have suspicions that these screenshots are not real.
We also want to pay attention to the English language used in communication. It does not match the English level of the operator with that name. These screenshots almost led to the dismissal of the employee whose name was used in the chat.
We hope you understand how seriously we take every complaint and the level of service we provide.
Therefore, the player was previously paid amount of funds $617 to which he agreed and this is shown above in the chat and it was enough to close the complaint. As well as Mister Grubestin stated that this chat was before he agreed to get $617.
In this case, we see no reason to raise this issue again, and we cannot be sure of the authenticity of these screenshots, which previously resulted in a payout of $617 to the player.
Looking forward to your answer,
Kind regards,
CryptoVegas Casino
Why are you trying to remake the complaint in your direction? The message about the accrual of the second part of the winnings was already after the accrual of 617 dollars and not before. I have the right to open a complaint again if I disagree with something.
Hello all, thank you for your responses.
I have compared the recent screenshots to screenshots provided earlier in the complaint and can see nothing to sufficiently suggest a difference in the level of English used by the operator. The only discrepancy I could find is that the operator's name does not appear at the top in some of the recent screenshots, whereas it seems that it does in all others. However, this doesn't necessarily prove they are not authentic.
Dear grubestin,
Do you have any record of the date that these screenshots were originally taken?
Kind regards,
Adam
Yes. I saw that in some screenshots the name of the specialist is not displayed. And I guessed that you would ask me this question. The first screenshot was taken when the operator was still in the chat. The other two were made a little later, when the operator had already finished the dialogue with me and, accordingly, the nickname was not displayed on top. The date of the screenshots when they were taken on May 4 in the afternoon
Thank you for explaining, grubestin.
Dear CryptoVegas Casino,
There does not appear to be any evidence to suggest that the screenshots provided are anything less than authentic. The player states that they have been taken on 04/05/2022, do you have any record of the chat with the player on this date?
Kind regards,
Adam
Greetings from CryptoVegas Casino.
We don't have the chat with this particular player on 04/05/2022, what proof that these screenshots not authentic can be provided?
Kind regards,
CryptoVegas Casino
What else can I provide you? The dialogue was only in the chat. You didn't email anything. There are casino sites that automatically send the last dialogue. You don't have that. Only live chat and I think this is proof
Dear CryptoVegas Casino,
As mentioned, there is nothing to suggest that the screenshots are not authentic. I appreciate your view that the complaint had already been resolved, but if the player has been told something different by the support, it is understandable that they would follow it up.
Dear grubestin,
Did you have any communication with the casino after 04/05/2022?
August 18 i tried to solve the problem through live chat. I sent them screenshots of the correspondence. They made it clear to me that it was useless. The only solution for me was to reopen the complaint. Honestly, if I'm not mistaken, after 04/05/2022 I did not have any dialogue with them until 08/18/2022
Dear grubestin,
As mentioned, there does not seem to be anything to sufficiently suggest that the screenshots you have provided are not authentic. It certainly appears that the casino support has caused some confusion by implying that you would receive further winnings. However, I do not see that we can achieve anything further if the casino wishes to maintain its position regarding this matter, as an agreement had previously been reached in the resolution of the complaint.
Can I ask why you have not followed this up sooner?
Kind regards,
Adam
I understand that earlier there was agreement, but the message about the accrual of the second part of the winnings was after. Screenshots are real. I could not apply earlier because I did not have the opportunity. How it appeared and I immediately opened the complaint again
It all looks kind of weird. You see that the screenshots are genuine but you can't help? And casino representatives rarely answer. Live chat does not want to communicate with me. I emailed them and same thing. I don't mind finding a compromise
Dear CryptoVegas Casino,
It certainly seems that the screenshots provided are genuine and have not been edited in any way. According to them, the player has been told (after receiving the initial amount agreed upon) that they would shortly receive the "second part of their winnings".
In light of this and the confusion caused, can any compromise be reached here?
Kind regards,
Adam
Greetings from CryptoVegas Casino.
As we said earlier, there was no such conversation from our side.
And a compromise was reached earlier and paid to the player.
Kind regards,
CryptoVegas Casino
Well, how could it not exist if I provide you with evidence that this dialogue took place? A compromise was reached on the first occasion. Now there is another complaint. I did not create a new one, but simply rediscovered an existing one. No agreement was reached between the casino and me on the second incident.
Again, casino representatives ignore the complaint. After two responses from the casino were almost the same and not informative. Representatives of this casino are trying to get away from responsibility and accrual of my funds. I am completely dissatisfied with their answer "there was no such conversation from our side". From my side there was evidence of a conversation
Dear grubestin,
While it seems that there is some evidence to support your claims, the casino is stating that the conversation did not happen and that they consider the matter to have previously been resolved fully.
Therefore, I do not believe that we can achieve anything further by pursuing this here, and I am going to recommend that you contact the Licensing Authority of the casino and submit a complaint to them.
They can be contacted here: complaints@gaming-curacao.com.
Please let me know once you have done so and we will close the complaint temporarily with the status "waiting for the regulator's decision". When the outcome has been decided, we will then reopen the case and proceed accordingly.
Kind regards,
Adam
I think it will be useless. I'm sorry you can't help me. I understand you. But I will not leave it just like that and create complaints in other forums. Let people see what they can do to a player. Here is a complaint where a person was exposed as a clown and, as compensation, they accrued $ 50 with a wager x20
https://kasinoazov.net/cryptovegas-casino-viigrish-igroka-annulirovan. I will post my complaint on gambling forums. Because it is a mess. The most important thing to suffer is their reputation.
How embarrassing to talk to them. They don't text me through live chat. I contacted them by email and they don't know anything either. Ask to communicate in the topic of the complaint on the forum. And here they also do not write anything sensible. How else to be with them? The worst casino
https://ibb.co/1RrTdhs
https://ibb.co/5YFsCLY
https://ibb.co/pffVt0W
Well, what a mess on their part? They don't care about the customer at all. Brazenly deceive and act like scammers and get away with everything
These are the real scammers. Never play at this casino. They already have a bad reputation.
They write to me that an agreement was reached, but it was not. They have already decided everything for me.Dear grubestin,
Although an agreement was previously reached between yourself and the casino, I can see how you may have come to expect further payment according to the conversation with the casino support in the screenshots provided by you. There appears to be no evidence to support the casino's claims that these screenshots are not authentic.
As the casino wishes to maintain its position on this case, it appears a resolution will not be achieved and so this complaint will now be closed as 'unresolved'. It can be reopened at any point in the future.
Should you wish to take the matter further, I recommend that you contact the licensing authority as mentioned previously. If you do so, please let me know how they respond (adam.m@casino.guru).
Kind regards,
Adam
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