NewVegas Casino - Player's withdrawal is delayed for more than 6 months.

I have had a withdrawal of £1500 pending now for over half a year. I have sent six separate emails but no reply whatsoever. Live chat are no help - they admit the delay is strange, but they say that all they can do is leave a message with the admin team, when nothing happens. In addition the £1500 pending withdrawal, I also have a balance of £1550 in the casino.

Dear dsp99RF,

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 from the casino in the past? Could you please confirm that you have passed the KYC verification?

Have you accumulated 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,

Tomas

Hi Tomas

To answer your questions:

a) My first withdrawal of £1500 I requested on 30 April 2022 and it was paid out on 25 July 2022.

b) KYC verification was completed on 2 May 2022. I have not been asked for any further docs since then.

c) The winnings were indeed completed with an active deposit match bonus.

Some further information which might be relevant:

d) The withdrawal for which my complaint is regarding was requested on 28 July 2022 and is for £1500 and the transaction ID at the casino is 97657.

e) The two aforementioned withdrawals (one paid, the other pending) are the only withdrawals I have ever requested from the casino since my account was opened.

f) The two aforementioned withdrawals both stem from the same casino session (including deposit, bonus and winnings). Therefore, as the casino paid out the first withdrawal, there should in theory be no issues with them paying out the second withdrawal.

Many thanks for your help.

Regards,

Daniel

Thank you very much, dsp99RF, for providing the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@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.  

Hello dsp99RF,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite NewVegas Casino to join the conversation and participate in the resolution of this complaint.

Dear NewVegas Casino,

Can you please provide an update on the status of the player's withdrawal?

Kind regards,

Tomas

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.

Hey there! Please allow us to review this case. I will follow up on this matter as soon as I fully understand the situation and have a resolution.

Thank you, NewVegas Casino, for participating in the resolution of this case.

I will now extend the timer for an additional 7 days. Please keep us updated on any developments.

Kind regards,

Tomas

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.

Dear dsp99RF,

I have tried to contact the casino repeatedly but it appears they have stopped responding. There is not much that can be done now without the casino's cooperation. 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,

Tomas