Las Vegas USA Casino - Player’s withdrawal has been delayed and partially reduced.

I requested a payout of $1000 on 6/6/24. I did use bonus money to get these winnings, however, I completed the playthrough requirement and adhered to the max payout of $1000.  I have been told repeatedly for the last month I’ll get my payout "soon". 

Beginning on 6/18/24, this is the response I got every time I questioned when I would be getting my payout (which was multiple times).  

"Greetings from MainStreet Vegas Group!

Your payout for $1,000.00 has already passed the evaluation and verification stages. It's currently in our payouts provider's queue to be processed as soon as possible. Once processed, we will notify you accordingly via e-mail.

Kind Regards,

Indy

Withdraw Support Agent - Las Vegas USA"

Then on  7/4/24 I get this email:

"Please be advised that your withdrawal request in the amount of $1,000.00 has been recalculated to $900.00 in accordance with our terms and conditions:

1-The promo WONDERSPIN (4 of Unlimited) is sticky, hence a deduction of $100.00 has been applied.

Best Regards, 

Manu

Withdraw Support Department

Las Vegas USA Casino"

My withdraw was in the payment providers queue for 2+ weeks and then LVU goes back and says "whoops - we deduct ALL of the bonus money you used" - regardless of whether it had anything to do with this particular transaction or not??

Thing is, I don’t even care at this point whether they deduct some money - as long as I get the bulk of it really soon - like within the next week!

This has been sooo frustrating. If they’re going to take a month or more to payout, THEN JUST SAY SO!

Dear BewareofMommaBear,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem.

Please note that each bonus is subject to specific Terms and Conditions, so it's crucial to review them before accepting the bonus and using it to play. If a $100 bonus is labeled as "sticky," it means that when you request a withdrawal, the bonus amount will be subtracted from your winnings. This is a common policy in many online casinos, and unfortunately, there is no way for us to change it.

Regarding the extensive delay in processing your withdrawal, please allow me to ask you a few questions to make sure I understand your situation completely.

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

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

Dear BewareofMommaBear,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.