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Dear Supernova7370,

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. 

• Do I understand correctly that your account has been verified?
• Did you accumulate your winnings with or without an active bonus?
• Could you please post here a screenshot of your withdrawal history?

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

Kristina,

Yes my account was verified. My winnings were accumulated with an active bonus. I believe the bonus amount was about 270% so I expect that about $270 to be deducted from my $628 withdrawal total. I can not share a screenshot of my withdrawal history because the casino site will only let will pull up transactions that occurred within the last 30 days. I have been waiting longer than that for my withdrawal request to be processed. I attached a screenshot of my casino site message box which indicates transactions dates. This indicates the 16 Feb withdrawal. It also shows the withdrawal being approved on 22 March

Chris

Kristina, as an update, I spoke with a casino live chat representative yesterday after submitting my casino guru help request. The casino asked me to verify my deposit to the casino. This is the second time I was asked to provide proof of deposit. I sent my bank statement showing the deposit back in the middle of March. This is what prompted the casino to approve my requested withdrawal on 22 March. In any event, I sent them my bank statement again as the casino requested. Respectfully, Chris

Thank you very much for your reply, Supernova7370. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Kristina, per your request, I just sent you copies of email communications between myself and wild vegas casino. These docs were sent to the email address you provided.

Sincerely,

Chris

Thank you very much, Supernova7370, for your cooperation. I will now transfer your complaint to my colleague Katarina (katarina.d@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.  

Dear Supernova7370, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in. 

Now, I would like to invite Wild Vegas Casino representative to join this conversation. 

Dear Wild Vegas Casino, could you please provide more information about this case? 

Looking forward to your reply.

Katrina, as an update, today I received an email from the casino with the following message: "Your payment is being reviewed and should be processed within the next 5-7 business days. Once it has been processed, it will be sent for payment." Hopefully this is a sign of progress. Best Regards, Chris

Dear Supernova7370, 

thanks for the update. It seems we are on the right track.

Dear Supernova7370, 

is there any update about this case, please? Have you received your withdrawal?

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.

Katrina, thanks for your follow up question. As of today, my bank account has not received the requested withdrawal. I contacted customer support today and was told to expect payment soon and said they may have an update by Friday. Sincerely, Chris

Dear Supernova7370, 

thanks for the update. I am currently trying to get in touch with casino outside this thread. I will let you know once I have more informations to share.

Today customer support informed me that my bank wire details have been approved. I was also told to expect a bank wire in the amount of $288 in the next two days. I requested a withdrawal of $628 and expected a bonus of $270 to be deducted leaving a payment of $358. If the approved payment of $288 is in fact paid, this amount is in the ballpark of what was expected.  The casino also stated that my re-accomplished $100 deposit would be left in my account. If so, the total funds provided would total $388.

Dear Supernova7370, 

thanks for the update. It seems we are on the right track. Let's wait few more days according to casino instructions for your funds to arrive.

Katarina,

Today, my bank account did in fact receive a wire transfer in the amount of $260.50. My bank deducted a $15 fee for processing this incoming payment so I received a total of $245.50. This is roughly consistent with the $288 payment amount the casino told me to expect. After this payment, my casino account also currently reflects a balance of $100 which can be taken out of my account. These two amounts, a total of $345.50, is consistent with my expected payment of $358. The only unexpected result is the casino's requirement to submit a new withdrawal request for the $100 in my account which I have yet to submit. I view the casino's actions as resolving my pending withdrawal. I appreciate your efforts to review this complicated matter. Best Regards, Chris

Thank you, Supernova7370, for confirming and for using the Casino Guru complaint resolution center. I’m very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system.

Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. 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,

Katarina