Wild Vegas Casino - Pelaajan tili on suljettu asiakirjariidan vuoksi.

I had received confirmation that my withdrawal had been processed and. I would receive them shortly. Since then I was told that somehow altered a document in which I have not I have all originals and have tons more proof of address. I’ve asked to see the said document and in return I’ve been blocked from all sites. I’d really like to get this resolved as there is something that isn’t correct and people are jumping to conclusions without me being able to defend myself.. I’ve spent too much money in these sites to have a mistake like this block me. I would like to get this resolved asap

Dear thejennarae,

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?

Did you accumulate your winnings with or without an active bonus?

Is the attached document the one you were accused of altering?

Could you please share your communication with the casino regarding the verification? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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,

Dominika

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 delightful holiday season, and we will get back to you as soon as possible.

Yes I have made a withdrawal the day before I tried to make another withdrawal this is on two accounts but they are connected.

Is there any updates. On this. I recorded an email stating I would receive 104 on 12/19 but have yet to receive it. And if my request was processed why will my other not be processed for 700?? And they send me on email on 12/24 telling me my access has been revoked.. well where is my withdrawal and reason or proof for revoking my access

Dear thejennarae, please share your full communication with the casino regarding the verification. Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

Did you request both withdrawals on the same day and via the same payment method?

No the first one was the day before.. I’ve emailed everything I have from both casinos to the email provided. I still b haven’t received either payment just something stating I was revoked

Thank you very much, thejennarae, for providing the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@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.

Hi thejennarae,

I've just reviewed your case and am sorry to hear about your struggles with Wild Vegas. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Wild Vegas Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Please, specify if you already processed the player's withdrawal request of $104 and what is the status of another withdrawal of $700. Additionally, clarify why the player's account got revoked.

I'm looking forward to hearing from you. If you have any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

Greetings all,

Apologies for the delay on my part, I was forced into time off for the holiday, can't deny it was very pleasant. So HAPPY NEW YEAR to everyone. 🙂

I have reviewed the situation and we have two separate issues here, the requested withdrawal did not cover the amount of the deposit bonus. This money is great, it gives our players more cash to play and win. But these funds are non-cashable and removed on approval of the requested withdrawal. The request was denied for this reason, it was invalid per the terms and conditions of the casino.

The secondary issue regarding closing of the player account, this is at the casino's discretion. For security reasons we communicate with a global network of casinos, on one of these casinos the individual in question had been permanently removed for a violation of thier terms of service. For this reason the casino account was deactivated.

Hopefully this clarifies things.

Supporting documentation has been forwarded to the casino.guru team for review.

Best wishes,

Nick and Wild Vegas

the amoubt i asked to withdraw was the amount customer service had told me was my cash out I check on every withdrawal occasion. So the amount I requested to withdraw would have been the amount minus the bonus amount. I’m also unaware of any violation I might have done. I’ve received confirmation on both withdrawals that the withdrawal had been approved and was in process and then another email stating my money was on the way which I have not returned yet.

Dear thejennarae, unfortunately, the attached screenshot for the withdrawal of $700 is not relevant in this case, since you submitted this request at another casino (Royal Ace). As for the rest, I will check the details with the casino representative and share the updates once I have them.

Dear Nick and Wild Vegas, please, check the private message from me, I'd appreciate if you could specify a few more things.

Greetings all,

I have replied to your questions regarding the case Natalia, if anything else is required just let me know.

Best wishes,

Nick and Wild Vegas

I was not granted the winnings minus the bonus before they revoked my access and reading the fine print if you keep the winnings and revoke me I’m entitled to my deposits back..

Dear Wild Vegas Casino, I'm expecting more clarification regarding the player's blocked account. Please, check my message.

Dear thejennarae, when your withdrawal request was denied, the money was returned to your players' balance. Could you please confirm that you spent it during gameplay before the account was blocked?

Hey Natalia,

I've responded, let me know if you need any further information.

Best wishes,

Nick and Wild Vegas

No I was not allowed to play it as I was blocked so I wasn’t able to get in my account at all

I was never told it was added back to my account I played with a no rules bonus so I’m unsure what rules I didn’t so right but I’ve continued to recover emails saying my payment was in the way

Dear Wild Vegas Casino, could you please share the betting history so that we can see the player lost the balance before her account was closed?

Greetings all,

Apologies for the delay, the situation is being reviewed internally, I will reply once I have the required information.

Best wishes,

Nick and Wild Vegas

What does this mean

Dear Wild Vegas Casino, do you have any updates?

Greetings all,

What it means specifically thejennarae is that the situation requires certain supporting documentation and it has yet to be provided, once this is complete we will be able to move forward and comment properly.

Thank you for your patience.

Best wishes,

Nick and Wild Vegas

Thank you for your time. I look forward to resolving this asap as this has been going on for a few months now.

Dear Wild Vegas Casino, I will extend the timer for another week. Please let us know if you have any updates within this timeframe. If there's still no progress, I will be forced to close the complaint as unresolved, as we've been waiting for a betting history for a month already.

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.

Greetings all,

Apologies, I had been communicating with Natalia privately and was expecting a response on her part. Unfortunately after reviewing and fully auditing the situation we have found that the initial judgement on the part of the casino was correct and valid. There will be nothing further I can assist with.

Supporting documentation has been forwarded to the casino.guru team for review.

Best wishes,

Nick and Wild Vegas

Can I please know what the issue was??

Dear thejennarae, I'm sorry for the delayed response. The casino representative shared the supporting documentation with us. Your account was blocked in Wild Vegas Casino because you previously violated the terms of the sister casino Royal Ace, therefore we consider that the casino acted within its terms and conditions when your account was blocked.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.