NewVegas Casino - Player’s withdrawal is delayed.

I requested a withdraw of $500 (the max allowed) on 1/22/24. In addition to the $500I have $612.06 remaining in the account for a total of 1112.06. Soon after making the withdraw request was submitted all chat was cut off and I could not get a explaination as to the reason I have waited 4 months with no action. I recently was told I should seek your assistance. I would appreciate any advice or direction you can provide

Dear Pooh69,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Have you made any successful withdrawals before? 
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?

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

Best regards,

Kristina

No I have not made any prior withdrawals from this company. Kyc I think I have sent in all required information but not 100% sure, due to the company will not respond to any messages I have sent. I did use a no play through bonus on this withdrawal.

Thank you for your reply, Pooh69. Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.

If there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Current status is still currently "processing," like it has been saying since January.

Thank you very much, Pooh69, for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Thank you very much

Hello Pooh69,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a NewVegas Casino representative to join this conversation and participate in resolving this complaint.

Dear NewVegas Casino,

Could you state why the player's withdrawal has not yet been paid out and when he can expect the payment?

Thank you in advance for providing the information.

Hello Stefan. Yea it don’t feel to good knowing I earned that money and for them not to respond back to with any I for about the status of the withdrawal. Especially after so many months. It’s frustrating!

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.

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,

Stefan, Casino.Guru