The player from Germany requested a withdrawal of 500€ and provided all the necessary documents. However, there has been no response from the casino since then. The complaint was closed as the player stopped responding.
Las Americas Casino - Player’s withdrawal has been delayed.
Amount: €500
Las Americas Casino
Safety Index:Below averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
5.1
Las Americas Casino has a Safety Index of 5.1, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 year ago
Public
Public
1 year ago
Translation
I've requested a withdrawal of 500€....necessary documents have been uploaded. No response from the casino since then.
Automatic translation:
Public
Public
1 year ago
Hello Dannyking74,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Las Americas Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?
Please note that the verification process may take up to 14 days after sending in all the requested documents.
Looking forward to your answer.
Regards,
Nick
Public
Public
1 year ago
Translation
The process has been running since Sunday, neither documents have been approved nor rejected. Emails from me will not be answered.
Automatic translation:
Public
Public
1 year ago
Hello Dannyking74,
As advised earlier, verification and withdrawal may take up to 14 days. Please let us know once it would take longer so we can move forward with the complaint, until then I can only recommend to wait.
Public
Public
1 year ago
Translation
I have already had contact via the chat several times and I have been assured 4x to date that the matter will be taken care of and the documents verified. So that a payment can be made. But nothing of the sort happens... The sister casino Universalslots processes a verification within 2 days, a payout is also made within 2 days.
Automatic translation:
Public
Public
1 year ago
Hello Dannyking74,
Based on the screenshots you forwarded, the casino said that your account is not yet verified. Also as I mentioned above, it may take up to 14 days which will be in 2 days. Please let us know if there will be any update after the recommended time frame runs out.
