Las Americas Casino - Player’s withdrawal has been delayed.

On February 21 , I caught a super bonus in knowlimit and my payout was approximately x5300 of the bet . I uploaded the documents for verification and on February 24 I received an email that my account was verified. However , after that , more than 48 hours have passed , the funds have not been received by me . Please help me I was playing at las americas casino

nickname nad*********2

Dear nadezhda199022,

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

Thank you in advance for your patience and understanding.

Best regards,

Petronela

I have already passed the kyc check and according to the rules of this casino, withdrawal processing should not exceed 48 hours . Moreover, I withdraw my winnings to the tron cryptocurrency

So far, none of the 3 requests have been processed.

I fully understand your frustration, nadezhda199022. However, I will set the timer for additional 9 days allowing to casino two full weeks to process the payment and if there’s no development by then, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.

Isn 't that a very long time ? The rules of the casino indicate that the payout takes place no later than 48 hours .Moreover, I am looking at cryptocurrency. Doesn't it seem to you that two more weeks plus this week is already almost a calendar month and that it's too long

You stated in your first comment that your account has been verified on 24.02.2023, is that correct? That would be nine days ago. Please bear with me for a bit longer and if you don't receive your withdrawal 14 days after having your withdrawal requested and account approved, we will intervene. Thank you in advance for your patience.

Yes, that 's right , on February 24 , I passed verification in the casino chat , they answer wait for the payment , we will work it out , but it 's been more than a week and nothing has been paid . E-mail is not answered

Please bear with me till the end of this week. If there won't be any developments, we will intervene.

We paid 490 dollars, I'm waiting for the remaining 800

Another $300 was paid. But with another 1 application , the situation is unclear , the application was for $ 500 of real funds . The casino canceled it and $ 166 remained on the balance instead of $ 500. I wrote to the chat about it and waited for an answer for more than 30 minutes , but they could not explain anything to me and did not even answer . I ask the casino representative to clarify this situation

Thank you very much, nadezhda199022, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello, Nadezhda199022!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

You have been waiting for a very long time to invite their representative again. My problem described in the message above is still relevant and I am waiting for an explanation from the casino

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.

I have tried to contact the casino repeatedly but 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 the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curacao Gaming Authority (info@gaminglicences.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (pavel.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Pavel K

Casino Guru Team