firevegas Casino - Player believes that their withdrawal has been delayed.

I initiated withdrawal on March 23. Initially the website ran into an error and supposedly a manual request was made. Then multiple back and forths about verification. Finally account and bank was verified March 26. I initiated withdrawal again even though they supposedly did a manual request on the 23rd and 24th. Then withdrawal has to be verified... not verified until Apr 3 where I am email that it has been succesfully verified.

Additionally, chat support has often lied to me and one agent will say yes everything is all good and then next day the other agent will say oh nothing has been done. It's very frustrating.

Then everyday I get an email about a "Technical issue" requiring further bank information. I send the email with relevant documents. I get an email that it is accepted, then I get another email saying technical issue and to send the SAME information previously requested. I contact today and chat says they can verify between 0600 to 1800 the next day with the team what is missing... I contacted at 14:55 and I inquire why we can't resolve at this time since it is within operating hours. They told me no one is available even though there is one whole hour left of operating time and could not explain why no one is available to verify... I have sent the same documents, different documents, even a different bank account associated with my account over 5x now, at a low estimate.

I just want to receive my money. But every time there is a "new issue" and it seems they only attempt withdrawal once per day? I'm also upset that I contacted within operating hours but then told it cannot be done.

Dear k9210,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Hi Kristina,

my issue is mainly concerned with the lack of communication on their part. They ask for verification documents for the transfer, they tell me it's all good then next they tell me it's not. I keep sending them the same information and it is still not being processed. I really believe this needs to be escalated.

My account has been verified and withdrawal supposedly approved by the casino and it will be 14 days tomorrow since requesting withdrawal.

Dear k9210,

Have you received your withdrawal from the casino yet?

No I have not, I messaged within the operating hours of the Payment Team to have the issue resolved in real time since the site seems to only attempt once every 1-2 days to even attempt. I was told no one was available even though I messaged during operating hours and to try again today (Saturday). I message today to find that the Payment Team doesn't work on weekends. I'm really starting to feel like I'm being ran around here.

Thank you for your reply, k9210. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?

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

No successful withdrawals before. KYC has been confirmed and no bonuses or promotions were used. Currently they have not emailed or contacted me in two days.

Hello, I'd like to update. Payment has finally been received. My advice to anyone dealing with this site is to follow up every 1-2 days to ensure payment and to escalate.

Thank you

Dear k9210,

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.

Best regards,

Kristina

Casino.Guru