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

I recently made a withdrawal on the 31 for 1700 nok and 3000 nok I waited 5 working days didn't receive so then I sent bank statement in it's been another 4 working days I've heard nothing from them seems there alot of problems with people not being paid out it's not been a great experience the live chat don't help just repeat them self's there not hrlpfull in anyway I'm so disappointed in this casino I have a gut feeling there not guna pay me what they owe me

Dear trevorgroves845,

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 the 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, please, let us know and we will intervene and try to help you.  

Thank you in advance for your patience and understanding.  

Best regards, 

Veronika

Hello I've been with them for over 2 years at this casino I'm fully verified it never took more than a day to get my funds from them in the past I've read reviews lately and it seems I'm not the only 1 who hasn't got the funds they told me if it's not in after 5 working days send them a bank statement so I have 4 days later I've spoke to them plus my bank all I get from the casino is that it's being checked bye the payments team live chat repeat them self they clearly are not bothered they deleted my history of my withdrawals in my account which has never happened before it's like they trying to hide evenidence it's really put me off using anymore casinos after this so many bad reviews about this casino I've read since December and no one will help🙁

this my proof that it got withdrawals so we're has my money atucally gone just dissappear into thin air doesn't make any sense got bank statements to prove I've not received these 2 amounts

Thank you for providing me with the screenshot. Have you received your withdrawals yet?

Hello no I haven't I made 2 attempts at getting my withdrawals they again got returned to my account so they suggested that they do a manual transfer which I'm still waiting for them to do it's been a terrible experience it's been over 2 weeks nowwhat is the next step if I don't receive my funds please as u can imagine it's been stressful I don't think I will be playing at that casino again after this bad experience also when they do the manual transfer probably going to have to wait another 5 working days which will take us in to over 3 weeks of waiting for a payment best regards trevor g

Update says the approved my withdrawal but this happened last time and I still never received it so I still have doubts I will receive it what can I do?

Have your withdrawal requests been processed? Has the casino confirmed that your payments were made manually? Have you possibly received your winnings already?

Hello they said it got approved 12 of february they did a manual withdrawal for me today is the last day for the funds to go in my account which they havnt yet again today will be 3 weeks with no payment

Also I've I've sent bank statements in again this twice now I have all screen shots and proof of everything proof I've not received my withdrawal from them I just get the same excuses ever time 3 weeks today you also didn't answer on my last reply what can be done about this?

Thank you very much, trevorgroves845, for providing all the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear trevorgroves845,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Mr. Vegas Casino representative to join this conversation.

Dear Mr. Vegas Casino,

Could you please clarify, why the player hasn't received his withdrawal?

Thank you in advance,

Mirka

Hi Mirka,

Thanks for reaching out to us and asking for our input here.

Firstly we are sorry to hear player is having issues with his withdrawal and we can assure we have already started looking into the case.

As such, we have restricted the gameplay functionality since the player has expressed his will to withdraw the funds, hence this is a temporary measure that will help to preserve the funds in the account, since we do not believe it's fair player cannot withdraw his eventual winnings.

We will soon provide a suitable resolution and we would like to apologize for the inconvenience caused, but unfortunately sometimes technical issues turn out to be complicated rather than easy.

Kind Regards,

Team MrVegas

Mr vegas you unrestricted my account 4 hours ago because I clearly stated that I will play with my funds because 3 weeks of trying and trying to not received my funds then now you block it again I've stated to you that I have a bank account in England that u also suggested that we try but I said and clearly stated this in chat that I will contact you when I want to do a Manuel withdrawal to do that all this casino as done has caused me unnecessary stress which could of been prevented which I explained in chat hence why they restricted my account but any normal person would be it's unacceptable the way you've treated me as a customer but now you've blocked my account again after speak with James from Mr vegas he's the only 1 who has helped and tried to resolve matters which I'm grateful for this you do this again the comucation at this casino is terrible and needs to be adressed! Unblock my restriction or pay me my winnings I've seriously had enough of this

Update I've sent my uk bankstatements with my Iban and bic as they also suggested this has I want my payment now I've had enough if I don't receive the funds when they decide to do this there is clearly an issue from the casinos end not mine as I get payments from everyone else in my account but not Mr vegas. Strange hey!!

these are the funds ihave in my account now since they blocked my account again due them commenting on here they decided to block it again after 4 hours all I really want is my winnings I can't understand why everything or anyone who pays funds in to my normal account I receive them but with Mr vegas I don't. I used to in the past... but if they will just pay this into my English account there shouldn't be a problem? So I'm waiting on them now for an answer about this because I don't have anymore option's

just had this sent to me via email we shall see what happens

update they approved it let's just see if I get it because this seems to be the problem of not recoveing the funds!

I've asked in email just to confirm which account it's being sent to so if I don't receive the funds this time to a totally different account the 1 I have in England after 5 days then the casino is basically lieing to me about paying it out 5 working days starting from Tomorrow we shall see I'm keeping this updated for proof if I get paid.or not

another email just leaving this here

Still no withdrawal received ill give it 2 more working days and this is to another account of mine so if I don't receive it then the casino is basically lieing to me because I got payment from another casino I recently won on. 7000nok is alot of money I won't rest till I have my winnings will be a month on Thursday with no funds received

Dear trevorgroves845,

I understand your frustration, but if you received the e-mail on Wednesday or Tuesday, it may be good to wait a couple more days, since they do not work on weekends. If you don't receive your withdrawal until Friday, I will ask the casino for an explanation.

If you receive your withdrawal, please notify me.

Thank you,

Mirka

Hello yes I'm giving it till Friday but what excuse could they possibly have this time I'm sorry but I feel I'm never going to get this money

sent this email 3 days ago no reply I'm not surprised there just playing me I'm not stupid checked my bank account today still no funds received

Dear Mr. Vegas Casino,

Could you please clarify, why the problem with the player's withdrawal still persists? Is there something, that can be done to speed up the process?

Thank you,

Mirka

It seems I'm blocked or can't even get threw to chat now because normally ask you questions before it puts you threw to somone emails are being ignored 🤔 think there doing anything possible now what have I done to deserve this seriously

got threw to chat this what I've said but no reply they just don't care at all

Oh and it's Friday what a surprise no payment received after another long week of waiting casino guru what is the next step please I'm getting very tired of this on going matter as you can imagine it's so out of order

?

proof of non payment

Hello mirka I see we have no response from Mr vegas can't get threw to anyone in chat I sent those bankstaments to them in email with no response no funds received and they havnt gone back into my casino account I'm just being ignored from the casino now it kinda just shows how I'm being treated I don't see my getting my funds at all I've tried now for over a month I don't understand all of this situation why it's so difficult to pay somone there winnings to there account they made to many excuses and now ran out of excuses so they just ignore me this is very unfair as a customer I want my winnings or aleast my both deposits I made at this casino I'm also hoping you can help me retrieve them please

this all I got is the same thing over and over we just go around in circles like I have for the last month and 4 days.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Last thing I'm going to say here I'm very dissapointed in the outcome of this matter I thought I was guna get the help I needed but seems like it was a waste of time I've been in contact with Mr vegas they asked me again to send bank statements in which I did 6 days ago so I've sent them again waiting for the funds to go back in my account I'm clearly just guna play them off and be done with this matter it really was a waste of time contacting casino guru 3 times I've asked questions here and get ignored 🙁 so I'm done!

Dear trevorgroves845,

I'd like to remind you that this is not a live chat. The standard procedure is that each side has seven days to reply, which can be extended for another seven days if needed. Sending multiple messages in a short period of time will only slow down the process since our team has hundreds of complaints to take care of.

As you can see, I have requested clarification from the casino regarding the problem you reported, so that we can determine how best to help you. However, since the casino has not yet provided this information, there is not much we can do at the moment.

Thank you for your patience and understanding.

Hi Mirka,

Apologies for the very late reply, we have checked and can see that trevorgroves845 has wagered all his funds.

We are very sorry that you had a bad experience with us trevorgroves845, unfortunately it is no longer possible for us to process the withdrawal, since there are no longer any funds in the account.

Could we also have an email point of contact for CasinoGuru? We need our email address updated to different one, as the current one is outdated.

Kind Regards.

Team MrVegas.

Team MrVegas,

Thank you for the information. I replied to your e-mail regarding the change of a contact e-mail.

Dear trevorgroves845,

Could you please confirm, that you played through your balance?

Thank you.

Dear trevorgroves845,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.