The player from Minnesota had struggled with a delayed withdrawal request made on Feb 28th. Despite all documents having been verified and assurances from the casino, the money had not been received. After inquiring about this delay, the player was blocked from the casino due to alleged processing issues. The player had won over $32,000 through a promotion, but the casino took the winnings, leaving him with only $100 as the maximum win from the promotion. On April 5th, the casino had sent him only $50, half of his remaining winnings, without explanation. We had attempted to contact the casino multiple times without success. Since the casino was operating without a valid license, we marked the complaint as 'unresolved', which might have negatively affected the casino's rating. We had advised the player to choose casinos based on their reviews and ratings in the future.
NewVegas Casino - Player's withdrawal delayed and account blocked.
Black points: 20
Amount: $100
NewVegas Casino
Safety Index:Very lowNo reaction policy, passive regulator
UNRESOLVED
Case summary
I made my withdrawal request Feb 28th still have not received my money. All of my documents were in and verified when I made my request. Was told I would get it on a Monday and then apparently something happened and they said id have to wait another week to get it. So it's now been a month since I made my request. I've talked with support and asked for details on what happened why I haven't got paid and they blocked me from the casino. The excuse was processing issues that's the reason they gave me. And according to them, they just only pay out once a week. they said they unlocked my account but when I try and log in it tells me the page cannot be found.
Hello Clark321,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with NewVegas Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise since when is your account fully verified? 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?
Looking forward to your answer.
Regards,
Nick
Dear Clark321,
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.
It was a promo I won on I believe it was feb26th or 27th. I had all my documents in and fully verified on the 28th when I made my withdrawal request of $100. I had won over $32,000 but they took it out of my account soon as I hit the play through amount. Leaving me exactly $100 saying that is the max I’m able to win on there promo. I was in touch with them every couple days after the first 8 business days inquiring about when I’ll get my money. I was promised I’d get it on the 25th of March and it never came. And they said they had some sort of issue but would not go into detail. And when I asked them to explain to me what was going on they blocked me. Now as of today April 5 they sent me a deposit for $50 claiming it is the max I’m allowed. But they will not tell me how come they took all the rest of my $32,000 in winnings and left me $100 and did not mention once in over a month when my request for withdrawal was pending. That I wasn’t allowed the $100. the day they decided to pay me they just up and decided I only allowed $50. So now they just basically said that’s the way things are deal with it you got $50.
Thank you Clark321 for all the information provided. I will now forward your complaint to my colleague Dominika (dominika.l@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
Ok thank you hopefully here back from you soon on if there going to give me the other $50 they owe me
Hello Clark321,
This is Dominika and from now on, I will be taking care of your complaint. I will contact the casino and try my best to resolve the issue as soon as possible.
Now I would like to invite NewVegas Casino representative to join this conversation and participate in the resolution of this complaint.
Kind regards,
Dominika
Casino.Guru
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.
So Dominika now what is it just over? They didn’t respond and I should just be grateful they gave me half my money
I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.
I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.
I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.
Best regards,
Dominika
Casino.Guru
