VIDAvegas Casino - Pelaajan kotiutusyritykset viivästyvät.

Hello, the casino has refused to pay me my money. They've rejected my withdrawal attempt three times, claiming they need to review my account for security reasons and that they're going to cancel my withdrawal option. They did this the first time and sent me an email saying everything was in order. I tried to withdraw again, and they sent me the same email saying they're going to review my account and bets, blocking my withdrawals again.

This is my fourth time and they already told me that my account was in order as you can see in the evidence I sent.

I believe the casino refuses to pay me and has not provided me with further information. I request intervention to recover my money, as I have not committed any wrongdoing.

They contradict themselves, saying that my account passed the security check, but when I tried to withdraw again, they used the same excuse.

Hola, el casino no me ha querido pagar mi dinero, me ha rechazado 3 veces el intento argumentando que deben revisar mi cuenta por seguridad y que van a cancelar mi opcion de retiro. Ya la primera vez lo hicieron y me enviaron un correo que estaba todo en orden, vuelvo a retirar y de nuevo me envian el mismo correo que van a revisar mi cuenta y las apuestas, volviendome a bloquear los retiros.

Ya voy por la cuarta vez y ya me dijeron que mi cuenta estaba en orden como pueden ver en las evidencias que envie.

Considero que el casino no me quiere pagar y no me ha entregado mayor informacion, solicito la invervencion para poder tener mi dinero ya que no he cometido ninguna falta.

Ellos mismos se contradicen ya que dicen que mi cuenta paso la revision de seguridad pero al retirar otra vez vuelven a poner la misma excusa.

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Dear mayckelzp,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention. To help me fully understand the situation and assist you as quickly as possible, could you please answer a few brief questions?

• Have you made any successful withdrawals from your account previously?
• Do you currently have any pending withdrawal requests?
• Can you confirm that your KYC verification was completed?
• Were your winnings accumulated while a bonus was active, or without an active bonus? If a bonus was active, please specify which one.

We will do our best to resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

Have you made any successful withdrawals from your account before?

• No, it's the first time I've tried.

Do you currently have any pending withdrawal requests?

• Yes, I withdrew my money again.

Can you confirm that your KYC verification has been completed?

• Yes, I'm verified

Did your winnings accrue while there was an active bonus or without one? If there was an active bonus, please specify which one.

• None

¿Has realizado algún retiro exitoso de tu cuenta anteriormente?

• No, es el primero que intento

¿Tiene actualmente alguna solicitud de retiro pendiente?

• Si, he vuelto a retirar mi dinero

¿Puede confirmar que su verificación KYC se ha completado?

• Si, estoy verificado

¿Sus ganancias se acumularon mientras había un bono activo o sin él? Si había un bono activo, especifique cuál.

• Ninguno

I've just been told again that my account is in order, however the withdrawal isn't going through...

Me acaban de decir nuevamente que mi cuenta esta en orden, sin embargo el retiro no se completa...

Thank you for your reply, mayckelzp. Could you please attach a screenshot of your withdrawal history in this thread so we can review it?

Additionally, if there is any other relevant correspondence between you and the casino, please forward it to kristina.s@casino.guru, or you may post it here. Once we have that information, we’ll review it and advise on the next steps. Thank you in advance.

Dear mayckelzp,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Kristina
Casino.Guru