The player from United States has deposited money into casino account but the funds seem to be lost. Player’s complaint has been resolved successfully.
This Is Vegas Casino - Player’s deposits have never been credited to his casino account.
Amount: $174
This Is Vegas Casino
Safety Index:Very lowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
2.7
This Is Vegas Casino has a Safety Index of 2.7, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
Public
Public
3 years ago
Made deposits twice and they were deducted from my bank, yet never showed up in my casino wallet. Furthermore, support is nearly unresponsive and tells me it's not their fault --it's the payment processor's fault. They never offered me any points or tried to rectify the situation whatsover. I'm sure I'm not the only one.
Public
Public
3 years ago
Dear Jason,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
I would like to warn you, that if your deposits have never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process which takes approximately one month. In these cases, the casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted.
Could you please forward your payment receipts along with any relevant communication to petronela.k@casino.guru?
I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.
Best regards,
Petronela
Public
Public
3 years ago
Thank you. Yes, I will forward info to you.
FYI, that is the only casino I've had an issue with. Twice. Deposits elsewhere were all successful. I can tell by the way the page timed out both times that there is a glitch on their end.
Public
Public
3 years ago
Thank you very much, Jason, for your reply. I will be waiting for the payment receipts patiently.
Public
Public
3 years ago
Dear Jason,
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.
Public
Public
3 years ago
Hello. I am happy to report that This is Vegas has compensated for the mistake -which was really the payment processor's mistake.
Thank you for all your help.
Public
Public
3 years ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Jason, for your confirmation, and please don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Petronela
Casino.Guru
