The player from Germany has submitted a withdrawal request less than two weeks prior to contacting us. Winnings haven’t been obtained up to this day. The player later confirmed that the withdrawal was processed successfully, therefore we marked this complaint as resolved.
Laz Vegas Casino - Withdrawal of player's winnings has been delayed.
Amount: €985
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
8 months ago
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8 months ago
Translation
Dear Casino Guru Team, Dear Laz Vegas Team,
I wanted to explain upfront that I play multiple times weekly on Dama N.V. sites. No withdrawal request has ever taken this long before, which I find highly unusual.
I am also aware that sometimes withdrawals can take longer. However, I decided to make this complaint as I have withdrawn there before, and it took no more than 3 hours.
Moving on to the main issue:
I received an offer on the Laz Vegas homepage via pop-up. A 100% bonus, 40x B
After ensuring in chat that the 100% bonus was operational, I played using this bonus and successfully met its requirements. I am fully aware of the bonus conditions and I did not violate any of them.
On Friday, 11th August 2023, I requested a withdrawal at 4:33 PM. This request was rejected at 10:09 PM. No email or further information was given as to why. Upon querying this in chat, and following a series of confusion, I was told there was a technical issue and to reapply for the withdrawal (My account is fully verified).
Immediately, I reapplied for the withdrawal.
Since then, I have repeatedly asked when the withdrawal will be approved. I kept on getting the standard responses that everyone's familiar with. Now, it's already Tuesday, five days without a successful withdrawal. Neither through mail nor chat or any other means have I received an answer as to why it's taking this long, which is extremely unusual for Dama N.V.
So, I am trying to approach this in a different way.
I want to clarify that I'm not accusing the casino of anything negative or pointing out any wrongdoings. Perhaps the issue will be resolved quickly and the withdrawal will be approved. But I thought it would be wise to take this precautionary measure.
I hope that the Casino Guru team can aid me in this case again.
Kind regards,
MrPuffmuffin
Automatic translation:
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8 months ago
Dear MrPuffmuffin,
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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8 months ago
Translation
I would like to state again here that this is not a payment that I have not yet received (bank). It's just that my payout hasn't even been processed yet. In now more than 9 days. This is very unusual for Dama NV
I play on Dama Seiten more than 4 times a week (for 5 years) and I have never had such an experience until now.
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8 months ago
Translation
After numerous emails and chat messages, my withdrawal was approved.
However, the payout was previously rejected twice again. Pure stress.
Unfortunately, based on my experience, I cannot recommend Laz Vegas.
Automatic translation:
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8 months ago
Dear MrPuffmuffin,
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.
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8 months ago
Dear MrPuffmuffin,
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
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