firevegas Casino - Player’s winnings haven’t been received yet.

I made a withdrawal request on or about November 11th, 2023.

I followed and was approved for all necessary KYC document requests.

Then, my withdrawal moved from pending and was also not present in accepted. I reached out to support who stated that my etransfer was rejected; something that has never happened. Support "escalated my case" recommending a bank transfer instead. Since then, every day has been a runaround, repeating the same steps: resubmitting documents, recommunicating the same issues. at one point, I was advised to resubmit for a bank transfer; the form lacked an area for an account number and other necessary details for a SWIFT transfer; I was assured that the "payments team knew what they were doing" and to simply wait for the process. Most recently, as expected, the payments team got back to me stating a technical issue resulted in an unprocessed swift and was once again required to provide my banking documents; this time, I additionally provided a completed SWIFT form from my bank, to ensure no more runarounds. This morning, I receive an email stating they will process it again, but, unlike the email just the day before stating it will occur quickly, they are stating it will take another full two days to process, and up to ten days thereafter. I work for a financial institution, I know that SWIFTs will only take a maximum of five days to process. With the constant runaround, two steps forward and one step back, it seems as though Firevegas is doing whatever they can to delay this process. The terms in their complaints process are sus, stating that the once escalated to tier three, tier three holds the final decision and the matter will be closed. this practice makes me believe that firevegas' intent is to create a runaround, frustrate customers through the complaints process, to then make a decision against them under tier 3 and essentially steal their money. I have never experienced this type of runaround before, so I don't feel confident that reaching tier 3 will help me, despite all of the excuses being their own technical issues.

Please help me.

Dear beckiebabyy,

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 there! not sure how to close this but it finally came through. no more runarounds 🙂

Dear beckiebabyy,

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