The player from Berlin had requested a withdrawal less than two weeks prior to submitting his complaint. The payment hadn't been processed at that point. He reported that he had been given various reasons for the delay from the casino's customer support, including a high volume of withdrawal requests and a supposed issue with his name. After six days of waiting, the player confirmed that he had received his withdrawal. The issue had been marked as resolved.
Laz Vegas Casino - Player claims that payment has been delayed.
Amount: €4,000
Laz Vegas Casino
Safety Index:HighSafety Index
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8.4
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
Hello. First of all, I live in Germany. I don't know why Puerto Rico is listed here. But I wasn't able to select Germany from the options.
On October 3, 2023, I requested a withdrawal of €4000. Now, nothing is happening. The customer support keeps coming up with excuses.
I was assured that my account is fully verified, and on top of this, I have already made a withdrawal of €500 via bank transfer in this casino which was approved.
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1 year ago
Dear YaniW785,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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1 year ago
Translation
Hello. An update.
Of course, I continued to try to get information from customer support. I was repeatedly told that my withdrawal request had been forwarded to the responsible department. However, nothing happens at all. The same standard excuses come up every time: "Due to the high volume, the payout time is extended. All payouts are processed in a queue." Ridiculous. I had to wait EIGHT days for my first payout. The casino's terms and conditions state that withdrawals will be processed within three days. LIE! Most importantly, my first withdrawal of €500 was canceled because supposedly there was a problem with an "ö" in my name. I then requested the withdrawal again and suddenly the withdrawal was approved after 5 minutes. Strangely, I waited 8 days, then it was canceled and then strangely approved after 5 minutes. All very dubious.
I'll keep you updated!
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1 year ago
Translation
Update. I received my money. After 6 days of waiting. Everything takes a lot of patience but the casino pays out.
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1 year ago
Dear YaniW785,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Kristina
Casino.Guru
