Freddy Vegas Casino - Player's withdrawal is delayed due to non-responsive customer service.

I’m trying to get in contact with this casino for days now but no response at all. Tried several emails, tried live chat (also other media like instragram etc) but they are not responding. I made several deposits for total €1100 and with the last deposit I was glad to win my money back and made a withdrawal for €1100 and that is now pending since Saturday. Because there is no possible way to get in contact with the casino I want to start this complaint for the main raison to get my money.

P.S. if i upload files here are they kept private?

Dear RS200,

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 the 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, please, let us know and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

To answer your last question, any files you upload here remain private if that's what you wish, or if they contain any sensitive information.

Best regards

Veronika

I’m happy to wait on the withdrawal but my concern is that the casino doesn’t respond on anything. Try the live chat on the website and you will see that no one will answer. They don’t respond on emails either. So I would be happy that they would tell me that the withdrawal can take a while 😉

But I don’t think they will respond.

I just received this email;

Dear User, 

Unfortunately the support email have not been responded to due to internal configuration mistakes. 

This will be sorted. Nevertheless please be aware that we have checked and reviewed your case and we have refunded your deposits. 

The reason for this is that we can not accept players from your region. 

The refunds have been issued, and will derive at your account in 1/3 business days as of this morning. 

Feel free to contact us back, and wishing you all the best

Kind regards 

Freddy

So fingers crossed I’m getting my money back.

Thank you for the update. Can you please specify the amount of money the casino should refund you?

If it’s all the deposits like they said it’s a total of €1114,-

Thank you. Since the casino informed you the money has been sent, we recommend players wait up to 14 days for the refund to appear in their account. If you receive the money sooner, please let me know. If you do not receive the money by September, 20, we will continue with the investigation. Thank you for your patience and understanding.

Just because they say the money is sent that doesn’t mean that it has actually been sent. They can say anything. They said it would be in my account in 3 business days but after 4 business days still didn’t get anything. So why do I have to wait another 2 weeks for you to investigate? Its been now 2 weeks, that’s long enough I think.

What if they say on September 19 "oh sorry something went wrong we will sent you the money now", you’re telling my then again to wait 2 weeks?

Again they can say anything.

With another 2 weeks it’s a total of 4 weeks before you investigate, that’s ridiculous.

Its obvious they are lying about things so why wouldn’t they lie about this.

They are saying they can’t accept players from my region. Yeh wright that’s why the deposit page shows deposit methods only available in the Netherlands.

So its clear that they are lying so please investigate.

Thank you very much, RS200, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello RS200,

I'm Michal and I have taken over your complaint. I have reviewed your case. We have Freddy Vegas Casino listed as a "zombie". We have not received a reply to our emails or live chat attempts, so there is no guarantee the casino team will respond to us, but I will try to contact the casino to shed more light on your situation.

We would like to invite Freddy Vegas Casino to join the conversation.

Dear Freddy Vegas Casino,

Can you please provide information on why was the player's refund still not processed?

It would be good if CasinoGuru also contacted AOFA where they got there licence.

I filled in the form (https://anjouanoffshorefinanceauthority.org/gaming-licenses/orange-dawn-technology/) and also sent emails to info@anjouanoffshorefinanceauthority.org but I didn’t got any response. Did some research and also sent an email to info@anjouancorporateservices.com

On this last address i got a response that they will contact the casino license department but didn’t hear back from them (yet).

If you could please contact all of above that would be good for the case, so they know it is serious.

And please adjust your review about the casino so people are warned.

Can you please give me an update? Did you already try to contact AOFA?

Dear RS200,

So far, no one from the casino team has responded to me. Despite the fact that we state in our Freddy Vegas Casino review

that the communication from the casino's support is really far from ideal, please keep in mind that the casino still has time to respond.

I also sent an email to AOFA. To be honest, I was not aware that such a gaming authority is operating, so this is a good opportunity to get in touch with them and see what kind of approach they will have in helping players. When I get a response, either from the casino or from AOFA, I will inform you about it. At the moment, I have to ask for your patience.

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.

Dear RS200,

Sadly, as expected, despite having tried to contact the casino repeatedly, I had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints might help change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

I have sent emails to AOFA as well, but I have not received a response from them either. I can imagine you are not surprised by this outcome, and I wish I could be of more help, but sadly, we have come to a point where there is nothing that can be done from our side.

If at least the AOFA will come back to me, I will let you know. If they will respond to you, or even better, they will be able to help you, please let me know at michal.k@casino.guru

I can only recommend you choose licensed casinos based on their reviews and ratings in the future to avoid situations like this.

Best regards,

Michal

Casino Guru

We’ve reopened this complaint at the request of Freddy Vegas Casino. The casino team has informed us that the issue has been resolved with the player directly.

Dear RS200,

Can you please confirm that your issue has been resolved?

Yes its resolved.

Thank you for the confirmation, RS200. I'm glad your issue was resolved.

As the complainant confirmed that the funds were successfully received, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation. Please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it 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,

Michal

Casino.Guru