NewVegas Casino - Player’s withdrawal has been delayed.

Casino claimed i made too many deposits and withdrawals over over a specified timeframe so they could not payout via Bitcoin. Instead, they said they refunded my credit card. This was supposedly done on 1/14 and my credit card has still not been credited nor does the bank have any record or pending amounts. I work for the credit union so I am pretty familiar with timeframes and expectations.

Dear Eric,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Do I understand correctly that your withdrawal has been processed but never reached you? Have you received a transaction tracking number from the casino? I understood that you have received a payment from this casino previously, is that correct?

Please understand, bank transfers can be tricky, and the entire process can take a bit longer since intermediary banks might be involved, and international transactions take place.

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

Best regards,

Petronela

Good Morning,

Yes, the (4) payouts were processed however the site was not able to provide any sort of additional tracking information. I have received payouts in the past via Bitcoin from them.

I inquired multiple times on additional tracking information and they finally responded on 2/3:

"I've inquired our providers to give me a tracking number or any sort of confirmation that the funds are on the way, I will share these details with you as soon as I receive them.

I'd like to apologize since it usually takes a few days to get a response from this particular provider making the communication process a little bit slow."

I sent 3 additional emails requesting an update and have not received a response. The reply on 2/3 was out last communication.

Thank you very much, Eric, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam (viliam.v@casino.guru) 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.

Hello Eric,

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

Hey there! That’s definitely odd and we do not conduct business in such way unless something is wrong on the account. Please provide me with your username and I’ll take a look at what is going on. Thanks!

Dear Eric,

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.

Still waiting…..Lucy was replying but has now stopped. 4 emails with no reply.

Dear Eric,

you were asked by a casino representative: "Please provide me with your username and I’ll take a look at what is going on. Thanks!"

Please, can you answer?

We would like to ask the NewVegas 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’.

I apologize, but since we haven’t received any explanation from the casino regarding the issue, we can not continue resolving this complaint and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the Casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The Casino can ask to reopen this complaint anytime.

We’ve reopened this complaint as per the Casino’s request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.

Additional comment from the Casino:

"Hi ! We apologize for the delayed response but our main affiliate manager was travelling for work. Now that we have reviewed everything we can provide full list on what happened with this client, including all of his false accusations.

Client has been receiving payouts in thousands of dollars via BTC which he fails to mention.

While we awaited the limits to clear the client threatened to chargeback, at which point no casino or business can tolerate such risk so we were forced to refund all of his transactions as a form of a payout.

We can provide proof of all his payouts, records of chargeback threats and proof of all refunded transactions. At this point nothing is in our hands and we advised him several times to contact his bank. Noting the nature of clients demands and his profession he could off easily charge backed already if we haven't refunded his funds so why ask for a separate payment? Odd situation from his part, however we are here to provide all information necessary."

Dear Casino,

please, explain the situation right here and every important evidence you can send to my email: viliam.v@casino.guru

Hi ! We apologize for the delayed response but our main affiliate manager was travelling for work. Now that we have reviewed everything we can provide full list on what happened with this client, including all of his false accusations. 

Client has been receiving payouts in thousands of dollars via BTC which he fails to mention.

While we awaited the limits to clear the client threatened to chargeback, at which point no casino or business can tolerate such risk so we were forced to refund all of his transactions as a form of a payout. 

We can provide proof of all his payouts, records of chargeback threats and proof of all refunded transactions. At this point nothing is in our hands and we advised him several times to contact his bank. Noting the nature of clients demands and his profession he could off easily charge backed already if we haven't refunded his funds so why ask for a separate payment? Odd situation from his part, however we are here to provide all information necessary."

Dear Casino,

I've received an email with evidence but it is about some cashouts and the last visible is on 8.1.2022.

I don't know how it's related to this problem. Please, provide me proof of all his payouts, evidence of chargeback threads and proof of all refunded transactions.

The player is asking for $2,240, please explain what happened with his winnings and where is the problem because I can't see it from your explanation.

Thanks for your understanding.

We would like to ask the NewVegas 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’.

Here the other image of clients threats to chargeback and also aknowledge that the refund has been issued, however client wants us to reimburse international fees that his bank charges, we do not reimburse, nor do we take those fees so nothing is to reimburse from our side. I requested the information to show his payout was paid as refunds from our payment provider. The client already did mention he received the refunds but know wants us to pay for his international charges fees.

Dear Eric,

can you please summarize what is the problem exactly and what do you want from the Casino up to this day, please?

Morning,

There were overcharges totaling $518.43 that were not categorized as international fees and we’re not charged by MY bank. These are the fees I would like reimbursed. The casino claims that $$$ is charged by THEIR third party processor which I should not be liable for as it is nowhere in their agreement I am responsible for these charges.

Thanks,

EB

Dear Eric,

I've adjusted the disputed amount from $2240 to $518. Usually, Casinos can not affect the amount of charges.

Please, contact your bank and ask them for an official statement if they've charged this money or not. Then send me evidence that your bank didn't charge this amount to my email: viliam.v@casino.guru

Email sent, thanks.

Dear Eric,

thanks for the documentation. Did you send this also to the Casino so they can see everything and investigate why was charged these fees?

Morning, yes this was their response:

""

Hi Eric,

Our Provider finally informed us that these fees are very common since they are exchange fees, this might be the reason your bank is not covering these fees, but please try consulting with them.

You can use cryptocurrency to avoid these exchange fees in the future. 

Regards

Lucy

NewVegas 

""

again, these were not exchange fees charged by MY bank. It seems their processing vendor added them onto each transaction and i should not be responsible for them.

thanks.

Dear Eric,

if those were exchange fees I don't know how I can help you. Please, contact your bank and ask them for an official statement that they do not charged these fees. Send it to my email: viliam.v@casino.guru

They are not exchange fees, the statement I provided shows the debits. An exchange fee charged by a bank would itemize the fee separately.

example:

deposit $350

bank charge $350

international fee 17.36

Please read the previous reply from NewVegas admitting that the charge is from THEIR payment processor. This charge has nothing to do with MY bank. I don’t know how else to explain it. its similar to an ATM fee, but one i should not be responsible for as there is no disclaimer on their site of this additional charge.

Any update? Thanks.

Dear Casino,

please, investigate this issue with your payment processor and bring us a solution. If you or your payment provider is not responsible for these charges show us evidence with an explanation.

We do not charge fees. Banks do, we have a disclaimer about it. We have refunded the transactions in full so we cannot do anything more. A refund from our end returns the whole amount our payment processors charged. If client still deems this isn’t sufficient he can by all means request some kind of "additional" refund from his provider or as he likes to call it "chargeback". Which then he will see and his bank will tell him the same thing that’s there’s nothing more to chargeback on as we fully refunded everything. And this is why the client is attempting to open this case. Because he already tried his chargeback route as his intentions and threats were clear from the start. He’s simply trying for us to send him more money. On top of thousands of dollars he received in payouts via bitcoin. So at this point we can no longer help as we have done EVERYTHING and refunded in FULL his deposits and issued payouts.

I have not tried with MY bank yet as I was hoping you could resolve this since you admitted the charges were from YOUR third party processor each time I deposit money. The charges did not come from MY bank so I will file the fraudulent charges on the 18 transactions tomorrow.

Dear Eric,

as you can see the Casino is not responsible for those fees and I'm afraid I can't help you more at this point. I'll set a timer for additional 7 days, so you can contact your bank and ask them for an explanation. If they'll send you something relevant, please, send it to my email: viliam.v@casino.guru

Unfortunately, if you'll not send me a document confirming that those fees were charged by the Casino fraudulently I will be forced to reject this case.

Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.