HomeComplaintsMr. Vegas Casino - Player’s withdrawal has been delayed.

Mr. Vegas Casino - Player’s withdrawal has been delayed.

Amount: £20

Mr. Vegas Casino
Safety Index:Very high
Submitted: 17 Nov 2021 | Case closed : 07 Dec 2021
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

2 years ago

The player from United Kingdom has requested a withdrawal. Unfortunately, the payment seems to be delayed. He stopped responding.

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2 years ago

I made a withdrawal from the casino and till today which is 17/11/21 I didn't receive it.I received the email confirming that withdrawal was approved. The money had to be withdrawn to my old card as there wasn't any other options for withdrawal despite the fact that few recent deposits I made with new card.When contacting the support I was told to wait as money will bounce back to my account which still didn't happened and I'm being ask to provide my bank account statement for the period from the withdrawal request being made.Not only that they intentionally delay the withdrawal now I'm being suspected of misleading casino with not receiving the withdrawal.

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2 years ago

Dear Polar28,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please specify how many days ago was your withdrawal requested? Have you received any transaction tracking number from the casino or other proof that the payment has been sent?

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, especially if it’s your first withdrawal. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you. Thank you in advance.

 

Best regards,

Petronela

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2 years ago

Hi yes the withdrawal was maded on the 05/11/2021.I made a withdrawal from the casino few times and after approval money was in my bank account in minutes.I checked with the bank and transfer of the funds between two different accounts can take up to 3 days so something isn't right here if I'm still waiting.I was told that the money will bounce back to my player account which didn't happened also.

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2 years ago

Thank you very much, Polar28, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

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2 years ago

Hello Polar28,

I looked at your complaint and will do my best to help you. I would like to invite Mr. Vegas Online Casino into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal?

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2 years ago

I send the casino statement from my bank account to proof that I didn't received the money where I'm 100% they are sure that I didn't as they basically didn't send them.So just to make everything even more complicated they asking for normal statement from my bank as I could only provide them a statement till 10/11/2021 and rest of the transactions from my account I send screenshots but they not accepting that.I wrote email to the casino that I don't want that money anymore and that they can keep it as that's ridiculous to casino acting like they can't afford it.Its only £20 so they can put that money to a charity.Im not going to waist my time anymore for requesting something what's mine.Thank you for your help

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2 years ago

Dear Polar28,

do you want me to close your complaint?

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2 years ago

Dear Polar28,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

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2 years ago

Hi there,


Please apologize for the late reply.


However, there's not much to add to this case from our side. The customer haven't been able to provide any proof from his bank account to show that the transaction has not landed there. Only screenshots without any account information was sent to us.


To go forward, the customer needs to send us a PDF bank statement showing all the transactions from the day of the withdrawal till present.


I have asked our payments team to double check with the payment provider if there's been any technical issue.


Kind regards

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2 years ago

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with the further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

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