The player from Brazil had $2,000 in bonus winnings that had not been converted to a real balance, limiting his withdrawal to $100-$150. He was hesitant to make a deposit due to the casino's high number of complaints and sought correction of these errors. We requested additional information and communication records between the player and the casino to investigate further. However, the player did not respond to our messages, leading to the rejection of the complaint due to insufficient information.
Las Vegas USA Casino - Player is unable to withdraw winnings.
Amount: 2,000 R$
Las Vegas USA Casino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 months ago
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3 months ago
Translation
I am very afraid to make a deposit because this casino has a high level of complaints, and I believe I might incur a loss.
I would like a guarantee. I have 2,000 dollars that I won with a bonus, but the bonus hasn't been converted into real balance yet, making my account show a useless amount of money since I can only withdraw 100 to 150 dollars. I am not confident in making a deposit to withdraw my winnings. I ask you to correct these errors.
Automatic translation:
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3 months ago
Dear sebastiaox99,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.
Could you kindly advise what type of bonus you took? Was it a deposit bonus or a free, no-deposit bonus? Please send me the exact link or the screenshot of the bonus you accumulated your winnings with.
Have you made any deposits into this casino before?
Could you please confirm if you passed the full KYC verification?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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3 months ago
Translation
It's a very confusing, or biased casino
all the information that was requested, the basic information, was provided,
at the time of withdrawal, no documentation is required anywhere on the casino website documentation is required, perhaps through chat I believe, I fulfilled all the bonus requirements but a value was generated a balance of $2000 is confusing because you only have the right to withdraw up to 150 dollars but this balance is never converted into the real value, it remains there, at the time of withdrawal I can enter a higher amount which is still accepted so the withdrawal starts, but it remains in the status of not processed forever.
It's very confusing and I know that today online casinos are the highest level of fraud in the world.
Brazilian casinos normally require documentation as soon as you request a withdrawal, and all amounts are automatically converted giving you the option to withdraw or not.
First of all, I am a person who has had a lot of problems with games, I was extremely addicted and had huge losses in my life but I managed to solve it. Today I have total control over what I play and how much I play and I managed to solve this problem, today I play as little as possible. and with complete safety, I always try to be safe in all the amounts I deposit so that I can't have any more losses...
in addition to a great knowledge about the casinos you acquire, how the entire system works.
I'm always trying to help people who have gaming problems.
I wanted to send a message that would be visible to all casino guru users thanking them for the great work they do, intervening and helping people at casinos who make mistakes all the time and never accept their mistakes, causing losses to customers.
Automatic translation:
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2 months ago
I understand your cautious approach. Could you please specify if you tried requesting a withdrawal of your winnings?
Have you tried contacting customer support regarding the payout?
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2 months ago
Translation
Yes, I requested them claiming that I had to make a deposit beforehand, I had to bet the amount I deposited a few times,
That's fine with me and they'll pay me if I do this.
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2 months ago
If you played with a no-deposit bonus, these bonuses often come with a cap on the maximum possible winnings. Also, the bonuses can be paid out only after the player makes a verification deposit.
Please send me the link to the bonus you took as well as all the communication between you and the casino that could be relevant to the investigation of your case. My email address is veronika.l@casino.guru. Thank you.
