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Hello,

I made a withdrawal request on the casino EddyVegas on the 23rd of July 202 and still have not received my wins. I have tried contacting them multiple time and, still, they have not answered me concerning the issue. Help.

Dear assiaassialek92,

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 to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a joyful, successful, and healthy new year 2024, and we will get back to you as soon as possible.

Hello,

Have you made any successful withdrawals before? YES

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

Have you accumulated your winnings with or without an active bonus? NOT SURE, SINCE CASINO PERMITS TO PLAY CASH FIRST BEFORE ACTIVATING BONUS.

Casino has confirmed that my account is verified. I cancelled my July withdrawal yesterday, and now I dont have any option to withdraw.

Thank you for your reply, assiaassialek92. Could you please advise when exactly you made the last successful withdrawal and how many days did it take to be processed? Which payment method to withdraw your winnings have you opted for? Did you use the same one in the past?

If possible, please post a screenshot of your withdrawal/transaction history here in this thread.

Here are my last transactions.

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru (if there is any)? Alternatively, you can post it here. Thank you in advance.

I have forwarded emails to you. I will also share screenshots here.

Thank you very much, assiaassialek92, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello there,

Thank you assiaassialek92 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask EddyVegas Casino for their help in resolving this complaint. We would like to know what is the issue with the withdrawal and what can we do to help the player receive their winnings.

Thank you!

Hello,

Thank you for bringing this issue in our limelight.

After looking into the account, we noticed that you had cancelled your withdrawal on 2024-01-04 18:11:08 (UTC time).

Your account still has a balance.

We will process the withdrawal as soon as it is submitted.

Best Regards,

EddyVegas Team

Thank you very much for the update EddyVegas Casino representative.

Dear assiaassialek92, let us know if you'll be able to request a withdrawal or if you require any further assistance. Thank you!

Hello, there is no option given to me to withdraw. Here is screenshot.

Dear EddyVegas Casino representative, would it be possible to make a manual withdrawal for the player in this case as they're unable to do it themself?

Thank you in advance for your cooperation!

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.

Hello,

We can confirm that the player has been able to successfully withdraw her entire balance promptly on 2024-01-24 18:21:50 UTC and 2024-01-30 03:10:43 UTC.

Best Regards,

EddyVegas

Thank you for the update EddyVegas Casino representative.

Dear assiaassialek92, I would like to ask you if you could please confirm that you have received the winnings and do not require any further assistance. Thank you!

Hello,

Casino was very cooperative once this case opened and paid everything. Thank you, The case can now be closed.

Dear assiaassialek92,

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 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,

Peter