Extra Vegas Casino - Player experiences constant withdrawal cancellations.

This casino has canceled my withdrawal 3 times .

Each time saying either my details of bank are not correct, cannot withdrawal to skrill and incorrect details again try using Visa withdrawal which isn't available for some reason and use bank account number and Visa number for bank account withdrawal.

I'm getting fed up with all thd different excuses.

Yesterday they made another withdrawal request themselves on my account then rejected it.

Dear ambsjaydey,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal issue.

Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

• Could you please advise if you have been informed about any alternative method to withdraw your winnings?
• Was your account verified successfully in the past?

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

I have been told to use skrill,visa and bank account withdrawal all of which have been declined .

I'm unsure if my account has been verified I have sent them the relevant information and asked for a response to this but never had an answer

Skrill should be a withdrawal and deposit method shouldn't it

Hi ambsjaydey,

• Have you been requested to make a minimum deposit to verify your new payment method if you opt for an alternative withdrawal method for your winnings?

Thank you.

Yes I have done this

Hi ambsjaydey,

One last thing before we proceed to contact the casino directly. Could you please advise if you accumulated your winnings with or without an active bonus?

Thank you.

Winnings were without a bonus

Thank you very much, ambsjaydey, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@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 in the near future.  

Hello ambsjaydey,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Extra Vegas Casino,

Could you possibly provide additional information regarding the cancelled withdrawal attempts and clarify the situation?

Thank you in advance.

Respectfully,

Michal

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.

Dear ambsjaydey,

I am in contact with the casino representative outside of this thread, that's why I am setting another timer. I will let you know as soon as I have any updates.

Dear ambsjaydey,

I need more time to investigate and I am still in contact with the casino representative outside of this thread. That's why I am setting the last timer. Thank you for your patience.

Dear ambsjaydey,

Could you give me an update on your case? Did you come to any kind of resolution with the support team from the casino? I have been informed by the casino representative that the casino has closed on the 15th of May.

Yes I had an excellent outcome, funny enough thier was an additional withdrawal method added when I tried to withdrawal after the casino canceled my withdrawal for the 10th time.

This withdrawal method allowed me to enter my correct bank details to be able to withdrawal.

Thankyou for your assistance i wouldn't of been able to receive my funds

Dear ambsjaydey,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would 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 and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Michal V from Casino.Guru