Mr. Vegas Casino - Player's winnings have been confiscated due to a technical error.

I won €300 at the Encore casino and tried to withdraw it, only to be told that I needed to play through the winnings. In the end, though, it turned out that I didn't have to do this, as the money wasn't a bonus - someone had given me incorrect advice. Afterwards, the casino claimed that I had illegally transferred money from another account to mine and blocked me. However, after a long struggle, they apologised, admitting there had been a misunderstanding. Then the winnings disappeared from the site - they're not reflected as being in payment nor in my casino account. Now, due to a technical error, the €300 is missing, and the matter has been under investigation for several days. Unfortunately, I have yet to receive my winnings.

Dear Neppis,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with Mr Vegas Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please confirm if you passed the full KYC verification?

Could you please elaborate on the statement that your winnings are missing due to a technical error?

Kindly forward any relevant communication between you and the casino regarding the problems with your withdrawal to veronika.l@casino.guru.

I hope we will be able to help you resolve this matter as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hello!

The account verification didn't go smoothly when they rejected the first bank certificate, but I submitted a couple of new ones and it was approved. That is, all points have been accepted and the account has been confirmed, and it is said that there was a misunderstanding and the account was re-opened. I didn't even understand their explanation for the lock, since I've always deposited from the same account and with the same method (euteller). So they claimed that I used some other card in between, even though I haven't even used the cards for deposits and the Transfer History does prove this.

So I confirmed the account at the same time as I made the withdrawal request. After that, someone announced that the withdrawal is not accepted because you need to recycle, but there is nothing in the terms and conditions that encore winnings should even be recycled, and that's what their other customer service representatives said afterwards. After that, the withdrawal was left for them to process. I inquired about it the next day and they said it would be back on the game account soon. After that, nothing was heard, and the money was not returned to the game account, nor to the bank account. I asked again, after that they said there was a technical problem and they would sort it out. Then the next day I asked again. And I hear that the matter has to be handled manually and I don't know when I will receive my winnings in the game account. Now, when I asked about it yesterday, they said that there is a problem with the payment brokerage. I suspect the disruption is related to the fact that they decided to block me from the cause. Now they don't know when I will get my winnings. I will email you the discussions

Yesterday they sent a message that they will refund €300 to the game account, but it still hasn't arrived.

Please understand that it may take several days for the refund to appear in your account. Could you please forward me the message from the casino about your refund? My email address is veronika.l@casino.guru. Thank you.

The issue was resolved, the refund came yesterday!

Dear Neppis,

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,

Veronika

Casino.Guru