EddyVegas Casino - The player's money never arrived.

Hi there,

I received an email on January 20th , 2023 from this Casino that my account would be closed due to some change in terms concerning currency. At the time my account had a balance of 2916 euros. I submitted a withdrawal and contacted support but I never received the funds. I contacted support by email in March, but once again I did not received a reply. Please help me get my money from this Casino. Thanks.

Hello Stasse1997,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with EddyVegas Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account was ever verified? Was your casino balance made of real money or bonus money as well? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hi, yes my account is verified, I have withdrawn several times before, the money is all real money as the bonus fully wagered. I last sent an email on March 14th asking about my balance and withdrawal and there was no answer.

Hello Stasse1997,

Can you please forward the communication between you and the casino to nikolas.b@casino.guru?

Here you go, I have attached the communications and sent them to Nikolas personal email.

Thanks

Hi again, I havent received a reply on my last communication

Hello Stasse1997,

Would creating a new account with Canadian currency mean that the casino would transfer your balance from your old account to your new one?

I am not sure, they dont communicate with me anymore and that would be the reason ive reached out here. They never mentioned anything about a balance transfer . They asked me to withdraw my final balance before the closure and I did. I would prefer to get paid and move on.

Thank you Stasse1997 for all the information provided so far. I will now forward your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on. Wish you best luck resolving it.

Regards,

Nick

Hello, Stasse1997,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite EddyVegas Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear EddyVegas Casino team,

Could you please look at the above-explained player's issue, investigate it with the responsible departments, and let us know about the outcome of the investigation?

If we are talking about a breach of the casino's Terms and Conditions and anything of the complainant's winnings has been confiscated, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi Shanny,

In regards to your above request, kindly note that after checking your account with EddyVegas, we can confirm that no transactions including deposits or withdrawals have been made with our casino.

We have temporarily enabled login into your account to verify that there are no pending withdrawals on your account with EddyVegas Casino.

Do let us know if there's anything else we can help you with.

Thank you very much, EddyVegas Casino team, for your reply and update.

Dear Stasse1997,

Can you please check the information provided by the casino - to log into your casino account and confirm the above-stated?

Is there any progress on your issue? Can you please provide us with an update? Did you submit your complaint with the correct email address registered in the casino? Do you have any other account in the casino?

Did you check the right payment method, please? Have you already received the disputed funds?

Looking forward to hearing from you.

Dear Stasse1997,

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

Hello,

I found an email stating that my balance was moved to Emu Casino. I logged in and found my balance. I will communicate with them about withdrawing the funds.

Alright, Stasse1997. Thank you for the update.

Feel free to let us know once there is progress or another update.

Would you please like me to wait until a successful withdrawal of all your disputed funds?

Dear Stasse1997,

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

Hello, as I mentioned earlier, Eddy Vegas sent me an email on January 4th, that my remaining funds would be sent to Emu Casino. I sent Emu Casino an email on July 12th to withdraw what remains in the account, which is 509 euros. They haven't responded or offer me a payment method to withdraw.

I have attached the emails received and sent, which I mentioned in this email, Also screenshots showing my balance and withdrawal page.

Dear Stasse1997,

Alright, thank you for the update, and I am sorry for the delay.

However, allow me to please ask you a few more questions to clarify the situation.

The disputed amount of this complaint was set to €2,916, but it is suddenly €509 remaining balance available in your casino account in EmuCasino. Can you please explain it somehow? The information about the balance transfer was sent some time ago, in January 2023. Was the rest of the balance lost by playing meantime, or why is it significantly lower than before? Is the current disputed amount €509, so should I update the disputed amount to €509?

Based on the provided screenshots from your EmuCasino account, it appears that your account is verified, and you have already requested 1 withdrawal, which is now pending.

If you requested a withdrawal of your entire remaining balance of €509, and therefore, your current balance is €0 now, I am not sure what else you expect, and why it is a problem that no withdrawal options are available. It makes sense that there are no available payment methods if your balance is €0. Or did I overlook anything?

Please note it usually takes several working days until a withdrawal is completely processed.

What is the status of the pending withdrawal, please? Is there any progress on your issue?

Can you provide us with an update?

Dear Stasse1997,

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

Unfortunately, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

Thank you very much, EddyVegas Casino team, for providing information and cooperation.

Best regards,

Branislav, Casino.Guru