The player from Germany requested a withdrawal more than 2 weeks before submitting this complaint. Unfortunately, he has not received his winnings yet. Since the player has stopped responding to our questions and comments, we had to reject the complaint.
Las Americas Casino - Player’s withdrawal is delayed.
Amount: €100
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
Ladies and Gentlemen
I've been waiting for a payout for over 2 weeks. All documents have been successfully uploaded. I have written to support many times and NEVER RECEIVED ANY RESPONSE. The live chat is also not responding anymore. I smoke your help
I probably won't see the money.
Automatic translation:
Public
Public
1 year ago
Dear Klaus91,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?
Have you accumulated your winnings with or without an active bonus?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Veronika
Public
Public
1 year ago
Translation
Hello,
I have not used a bonus. The live chat agent said I successfully verified myself.
Before that I didn't have any winnings. This is the first time.
I get no message. The answers not at all. Nothing.
Automatic translation:
Public
Public
1 year ago
Have you saved any communication with customer support? If so, please forward it to veronika.l@casino.guru. Alternatively, you may post the screenshots here.
Public
Public
1 year ago
Translation
Hello Veronika,
You can write to the casino on their website under "Contact us". Unfortunately I didn't photograph them.
I can write to you again and then take a picture for you.
Automatic translation:
Public
Public
1 year ago
Thank you for the screenshots. I have looked at them and it seems that the security department is still investigating your identity documents. Are you able to log into your account? Can you see what the status of your verification procedure is?
Public
Public
1 year ago
Translation
Hello Veronika,
The problem is that I can't look at the current status. There are no functions to check if you have completed the verification process. I can't track anything. I can log in though. But understand nothing.
Automatic translation:
Public
Public
1 year ago
Verification is an important process that may take several days to be finished. Usually, we recommend players wait 14 days for their identity documents to be checked and approved by the relevant casino department. Has there been any progress in your case? Have you received any results of the verification? Please let me know.
