Las Vegas en Vivo Casino - The player's unable to withdraw.

Hello. I received 50 without deposit.

I played the corresponding rollover. Turn the bonus into pure money.

Enter the menu to request withdrawal. I requested 500 which is the maximum to withdraw supposedly.

The withdrawal is not seen, much less the money arrived at my CBU. You also can't see the withdrawal status.

Nobody answers mail, only live chat where they don't know how to tell me.

I think this casino is an obvious hoax. I hope you can help me.

Thanks

Hello Esteban,

Thank you very much for submitting a complaint and I'm sorry to hear about your issue with Las Vegas en Vivo Casino. Allow me to ask you a few more question before we would move forward.

Did you ever deposit into the casino? Is this your first withdrawal request in the casino? Is your account verified in the casino and if yes, since when?

Note, that you will definitely need to verify yourself before you would be able to withdraw. Some casino also requires you to deposit to verify the payment method as well. For now, be sure to find the verification section in the casino and upload all the documents there or send them directly to the casino support.

Please forward any relevant screenshots or proof to to nikolas.b@casino.guru.

Regards,

Nick

Good, I tell you that they have been in contact via mail from the casino. They have scheduled the withdrawal and today they have paid me. Casino has delivered. nothing to claim

Dear Esteban,

Do I understand it correctly that you have received your money and the complaint is resolved?

For now they have complied. I have withdrawn a part of my balance. Now I try to withdraw another portion. It seems to you to leave the case open until so long and as soon as you see how it goes?

Hello Esteban,

Yes, we will keep the complaint open until you receive all of your withdrawals regarding this case.

Unfortunately we have to keep waiting. Today I was just told that the withdrawals allowed is only one. Which is amazing. They are currently keeping $603 that belongs to me. And they have been deleted from my account. From my first withdrawal of 500 I got 470. Now they have added points to the bonus regulation that was not there before. In particular point 21 which is the last one. Where it says that only one withdrawal can be made, the truth is that I need to continue investigating and intervening to see if they can help me collect what remains.

Thanks

21. The welcome bonus balance can only be collected once. No more than one promotional withdrawal per customer is allowed.

Dear Esteban,

Do you have any screenshots or proof showing that the mentioned term wasn't there before?

Dear Esteban,

We haven't hear from you in a while. Please note that the complaint will be rejected if we won't get any respond within the next 7 days.

Regards,

Nick

Actually, I don't have a screenshot. But those of the casino know perfectly well that those points change them on the fly according to their convenience.

I hope they can still intercede...

Thanks

Dear Esteban,

Unfortunately, without any evidence we can't just confront the casino as it might be possible that the term was there all along and you was allowed to withdraw only once. Without any further evidence our hands are tied.

Regards,

Nick

The complaint will be now rejected as we did not have enough evidence to contact the casino with this specific issue. Please do not hesitate to contact us if you will come across any other trouble again in the future.

Regards,

Nick