This Is Vegas Casino - Player claims that payment has been delayed.

Third time I've written this tonight and it jumps off my screen and disappears. So last try shorter version. I am beyond disgusted with customer service in verifying or and the finance dept.

I paid with my bitcoin last tuesday. Today is the 8th day and Finally the vip customer support, ha, emails me back. I sent over 10 emails. I told them i did not have a utility bill in my name so i sent my bank Statement, showing my name and address. July 2023

The email tonight was not good. Sent me crazy. So rude . Slhe had the nerve to tell me a pay out can not be made because they haven't received my utility bill yet. What???!!! Are you kidding me!! I'm livid.

I spoke with chat support about this and they assured me that my bank Statement was good and actually I was already verified. They saidi was done and should be paid within 4 days m. That was 4 days ago.

Can you please do something? I did not collect a bonus. I made a deposit with bitcoin. I had no wager to worry about. I should be paid already.

In addition, she also threw in that it still had to be sent to FRAUD dept for verification. What's this??? Are you kidding me. Excuse after excuse. If this how you treat your paying customers? It's wrong and now i hate this place.

Dear gcoppola299,

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 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, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear gcoppola299,

Have you received your withdrawal from the casino yet?

Dear gcoppola299,

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.

Hello, i tried to answer before but i wasn't logged in. Ok well i requested withdrawel on August 30. They told me last week, i think Monday, that I was completely verified. It is now well over 14 business days and nothing. No email from them either.

Hello. I will never play there again. What is the problem? They should be NOTHING at all causing this much of a delay. Do they think that the buck stops here? Don't they care what people think and say about them not paying when we win??!!

I am about ready to post on Facebook and do everything in my power to shut them down if i don't see that money in my account now. I'm not stupid and they owe me. There's no room for patience anymore.

Every day every hour I check my bitcoin account for that 200.00 i won a MONTH AGO. Why have they not paid me or thousands of other victims who don't complain. I will NEVER PLAY THERE AGAIN. THIS IS SO DISTURBING.

Furthermore, You work for them!!! Wow and that's suppose to help us??? This is All bull shit. You say " be patient" do what they ask. Well i have done that and i have waited way way too long. This is going to stop. They ARE CROOKS

Thank you very much, gcoppola299, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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.

Ok .

Hello gcoppola299,

I'm Michal and I have taken over this complaint. I have reviewed this case and I will contact the casino to shed more light on this matter.

We would like to invite This Is Vegas Casino to join the conversation.

Dear This Is Vegas Casino,

Could you please state the reason why the player's withdrawal has not yet been paid out?

Ok Michael let's see what they do.

They told me yesterday, after almost a month of this crap, that is delayed now because i had a bonus with my deposit. They are crazy liars. They already knew about me but having a bonus with my deposit. I was given, by chat support a match WITHOUT a wager for whatever i deposited. This was because Prior to that i DID play a no deposit bonus and i finished my wager. I then requested $100 withdrawel.

They came back with the answer that It had expired, therefore, they couldn't pay me. What???? So I spoke to chat support. They offered me a one time no wager bonus that DID NOT AFFECT in any way my winnings, if I won.

I agreed and made sure there were no hidden facts. So i deposit with bitcoin and they matched. I got to$200 , they had no problem with it, i was completely verified And the rest is history. Why should i have to keep waiting? They care nothing about treating their customers with respect . They just keep looking for ways to not pay. Had they just paid me already. I would have been dropping a bunch of money there by now!! How stupid they are.

Hello,

Looking into the customer's withdrawal, we find that it was processed and paid, all according to our T&Cs and timeframes stated.

Only once an account verification is completed, the withdrawal enters processing which can take within a timeframe of no longer than 12 business days to complete.

Once the customer completed her account verification, the withdrawal was processed and completed.

Thank you,

This is Vegas Team

Dear gcoppola299,

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.

Hi yes i received my payment but it was short $25. The bonus they gave me was one not offered. They told me there were no strings attached. This was with the chat support. I wanted them to be very clear with me. They guaranteed that whatever i win i get to keep. I won$200. They sent me$175. I f they are happy with lying then in not going to argue with them. They should , however, pay me the 25 they took, in all fairness. Thank you for your help.

Dear gcoppola299,

I'm glad you received your winnings. Isn't the $25 deduction a transaction fee? I can empathize with you that one would expect to receive their winnings in full, however, some casinos have fees for each withdrawal.

I've found this in the casino T&Cs

Although I would like to have this confirmed by the casino team, it looks like the $25 deduction is a transaction fee.

Dear gcoppola299,

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.

Dear gcoppola299,

Although it seems as though this issue has been clarified, as we haven't had a further response from you to confirm this, we are, unfortunately, forced to reject this complaint. 

Don’t hesitate to contact us if you run into any issues with this or any other casino in the future and we will try our best to help.

Best regards,

Michal

Casino Guru