The player from Berlin has a verified account and has been waiting since Monday for a 500€ withdrawal to be processed. The casino's live chat service is repeatedly stating that they're experiencing high volume and there may be longer waiting times, leaving the player to feel the casino is stalling to pressure cancellation of the withdrawal. The complaint was resolved as the player got paid out.
Laz Vegas Casino - Player experiences delayed withdrawal request.
Amount: €500
Laz Vegas Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
Public
Public
1 year ago
Translation
Hello, my account has been fully verified. This was confirmed to me through the live chat and I was told that all the necessary documents were uploaded.
The Terms and Conditions state that withdrawal requests via bank transfer are processed within three days. I have had a 500€ withdrawal pending since Monday.
Every day I inquire about the status of the withdrawal. The live chat just repeats prewritten responses, "Unfortunately we are currently experiencing high volume. Therefore, there may be longer waiting times."
After two days, one of the live chat staff wrote to me, "Withdrawal requests firstly remain in the 'pending' status for 48 hours before they go into the 'queue' for processing for the withdrawal, which is quite unprofessional."
The casino is stalling for as much time as possible to pressure players to cancel their withdrawal.
Automatic translation:
Public
Public
1 year ago
Hello YaniW785,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Laz Vegas Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account is already verified and if yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?
Please note that we recommend to wait at least 14 days for your verification/withdrawal to be processed specially if it’s your first ever request.
Looking forward to your answer.
Regards,
Nick
Public
Public
1 year ago
Translation
Hello Nick,
yes, my account is fully verified. Since Sunday (09/17/23). I also received confirmation through the live chat that all the necessary documents had been uploaded and that I was fully verified.
I didn't use any bonus.
My withdrawal request has been pending since Monday. The casino's terms and conditions state that withdrawals via bank transfers are processed within three banking days.
The terms and conditions also state that a payout will remain pending for up to 48 hours and will only then be processed. Since my payment has been pending for over 60 hours, this deadline has long expired. My last contact with the casino was a few minutes ago. The same answers are repeated over and over again: "It's busy and you have to wait".
You won't be helped.
Edited
Automatic translation:
Public
Public
1 year ago
Translation
Update. I've been waiting 6 days for the payout. Yesterday, September 22nd, 2023, I had contact with the live chat again. There I was told again that I was fully verified and there was no problem with my account. Nevertheless, like all the days before, only the standard answers or excuses were written: "There is a lot going on at the moment and we are processing all payouts in order" or "I have made a request to the manager of the casino". All just lies to avoid paying out my money and hoping that I will cancel the withdrawal and gamble away my money again.
I also pointed out to the staff in the live chat that you are violating their own terms and conditions with such a long processing time, as it is written there that withdrawal requests via bank transfer will be processed in a maximum of three banking days (72 hours). I requested my payout on Monday at 3:57 p.m., so it took four banking days afterwards. Now it is Saturday, September 23rd, 2023, 9:13 a.m. and I have been waiting almost 5 days and more than 114 hours for the payout to be processed. This casino is the biggest disaster!
Automatic translation:
Public
Public
1 year ago
Translation
You seem to work just as quickly as the casino 😁
Automatic translation:
Public
Public
1 year ago
Hello YaniW785,
As stated above, the withdrawal may take up to 14 days. Unless it takes less, we can do nothing as it is a standard processing time for it and we have no reason to contact the casino prior to that. Also as you can see there is a time which indicates the remaining time to respond and each party is given a 7 day period for that.
Please let me know if the withdrawal would take over 2 weeks so we can intervene.
Public
Public
1 year ago
Translation
Hello, the payout was canceled for no reason. I applied for it again on Monday September 25th, 2023. So let's wait for now. On October 9th, 2023, 14 days would be up that I would be waiting for the payout. So please extend the complaint.
Automatic translation:
Public
Public
1 year ago
Hello YaniW785,
The complaint will be now prolonged by a week and set on you. Please let us know in case of any update.
Public
Public
1 year ago
Translation
Update. The withdrawal was canceled again. This time the reason was because I wrote my name with "ö" and the system only accepts "oe". It's all so ridiculous. So I applied for the payout again now (October 3rd, 2023). Please extend the complaint. It's unbelievable, I've never experienced such a bad casino!
Automatic translation:
Public
Public
1 year ago
Translation
The withdrawal was now processed within 2 minutes. No idea what the theater was supposed to do in advance. I have received my money. You can close the complaint.
Edited
Automatic translation:
Public
Public
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,
Casino.Guru
