This Is Vegas Casino - Player's withdrawal is delayed.

On 1/12/2024 I initiated a withdrawal for $145 bitcoin through This Is Vegas Casino. Since this was my first withdrawal from this casino I inquired on chat about documentation that needed to be provided. I was told front of DL and a utility bill for proof of address. I sent those to the email provided. Two days later I was told they also needed the back of the DL so I sent that in on 1/14/2024. I was told that verification would be completed within a 72 hour window and my withdrawal would be processed with 12 business days. My account did not get verified until 1/21/2024. I will attach two different emails from support that say this. It was at this time that I was informed that the 12 business day waiting period does not start until the account is verified. I posted a review on your forum regarding how long it was taking to get this withdrawal process completed and that I couldn't even make a deposit until it was done. On 1/25/2024 I received an email from Claire VIP Manager regarding her concerns with my post. She clarified the issue about being able to deposit...which apparently you can deposit it just isn't very clear on the deposit page with the wording and when i had mentioned it two different times while in chat with support, they did not correct me or clarify my misunderstanding of this. So she wanted me to remove my post and I replied that I would update the post when I received my withdrawal that way I could post exactly how the process went so players had all the information.

The next day 1/26/2024 I received her response in which she acknowledged that the verification process had been delayed and to make things right she had spoke with the finance department to expedite my withdrawal and I should have it in the following days.

On 1/31/2024 I emailed her back to inquire about the withdrawal and I emailed again on 2/01/2024. I also sent emails to support directly and spoke with staff via chat to no avail. On February 5 (business day 11 of the waiting period). I received the following email......

Hello Angelita,

I hope you are well.

We kindly ask you to remove the forum complaint, so we can proceed with your request, since your withdrawal is in time frame and we offered to expedite the process for you.

Thank you for understanding.

Claire

VIP Manager

thisisvegas

On top of this, yesterday she responded to an email I had sent straight to support saying that my account was verified on 1/22/2024 so they were still in the time frame. I responded that her previous email and an email I had received from support both stated that it was verified on 1/21/2024 and I forwarded her the email from support. Today marks the 13th business day and my withdrawal still shows processing on their site. From the email I received that is posted above, it seems like they plan on holding my money hostage until I remove the review on this site and I'm not going to remove the review. In fact, I have already updated the review with this information.

I'm hoping that getting you involved with this situation will encourage them to send me my money.

Thank you!

Dear msladybugaboo,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with This Is Vegas Casino and understand your concern. Please allow me to ask you a few questions to make sure I understand your situation completely.

Do I understand correctly that the casino started processing your withdrawal on January 21, after your verification was completed? Is it still shown as "processing" or has it been "processed"? Usually, we recommend players wait up to 14 days for the withdrawal to appear in their bank account.

Have you accumulated your winnings with or without an active bonus?

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

Best regards

Veronika

I really can't say when they started processing. My withdrawal has said "processing" since I requested it on 1/12 and it still says processing on their site. I believe it was without a bonus however I can't say 100% but if it was with a bonus I met the playthrough and only requested the allowed amount because I always check with support through chat anytime I do a withdrawal that has a bonus involved at any casino I play at. This is just beyond frustrating because I feel like I'm getting the run around. And it really doesn't sit right with me that they basically said that in order for my withdrawal to be completed I have to remove my review. There is no way it takes this long to send crypto currency. I play at several online casinos and the majority of them process within an hour. There are some that take 2-3 days. But to set a timeframe this long and then still not fulfill the request for payment is ridiculous.

Since I responded to the questions on this complaint, I have sent two emails to This Is Vegas support and have not received any reply. I also attempted to reach support through chat but ended it after waiting almost a half hour without anyone responding. My withdrawal still says "processing" on the site.

I received a Bitcoin deposit today from them for $55. It was supposed to be for $145. I have sent an email to support asking where the balance is.

I received this email today as explanation of why my withdrawal was reduced. However; I absolutely do not agree with this. I have attached the promo information (I do not think I was under this bonus at the time of my withdrawal). I have also attached screenshots of my promo history and deposit history for the date of 1/12/2024 which is when i made my withdrawal request. Please take a look at the dates...especially the activation and completion dates on the promos...doesn't make sense.

EMAIL I RECEIVED

support@thisisvegas.com

2:41 PM (46 minutes ago)

to me

Hello Angelita,

I hope you are well.

You dpeosited $7 and claimed a $15 bonus. $70 was your maximum cash out and $15 got deducted from it as per our T&C's.

Claire

VIP Manager

thisisvegas

SCREENSHOTS

In the screenshots you sent here, you activated the bonus on January 10 and completed it two days later. So you had to make a deposit on January 10 to be able to activate the bonus. When exactly did you submit your withdrawal request? Was it right after you finished wagering the $15 bonus?

I submitted my request on 1/12 however if you look at the deposit screen you will see that I had 5 deposits on 1/12 with the last one being for just over $7. How could that bonus have been activated on 1/10 and ran for two days? The way they are showing it I had 5 deposits on that bonus and it don't work that way. Not to mention that fact I've never had a bonus that I played on for two days at any casino as far as I can remember. And if you look at the date/time stamp of the other bonuses listed...they are all dated 1/12 and the time shows they were made before the completion time of the "two day" bonus....again...it don't work that way. You can't have two bonuses at the same time! I think that the dates have been changed just like they changed my withdrawal request. You can't even see where I made the original request it is just gone and it has been replaced with a request for $55. The way they have altered the record it makes it look like that is the request I made not a request that was adjusted by an administrator.

Thank you very much, msladybugaboo, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.

Hello there,

Thank you msladybugaboo for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask This Is Vegas Casino for their help in resolving this complaint. We would like to ask for an explanation of the situation from your side.

Thank you!

Hello,

We are sorry this was not able to be solved directly with the customer via our support box.

As we mentioned to the customer via our support box, the max cashout on her deposit is 70 (deposit of $7) while any bonus claimed gets deducted.

We are attaching a screenshot with proof.

Thank you and have a great day,

This is Vegas Support

This doesn't explain the fact that your bonus information shown (screenshot above) does not have any information about a maximum cash out amount. In multiple emails and chats, not one person said anything to me about this. And the screen shot you provided does not the match the information from your site (see screenshots attached to my comments above) which says I activated that bonus on 1/10...so it is clear you have the ability to alter any records you want to say anything you want. And i fail to see how any of this plays into the fact that your casino intentionally held up paying out my winnings because i had posted a review of your poor customer service and then didn't even pay me the amount you should have.

Dear msladybugaboo, if you review the original bonus print you can see the following rule:

If you review the mentioned casino rules on the website you can see the rule the casino representative has mentioned:

Unfortunately due to this reason, your winnings will be capped at 70$. Let us know if you'll be able to withdraw your winnings. Thank you!

They sent me $55 of the $145 in winnings (the $15 bonus amount should have been deducted from the $145 and I should have received the full $70 at the very least). This is definitely the worst casino I've ever played at. All the other bonuses they have clearly say what the maximum cash out is or the formula for it is (10x deposit). I had multiple emails and chats with their staff and not one of them mentioned that the withdrawal amount I requested was not correct. Not to mention that they do not follow their own guidelines for processing times. Please release my updated review of this casino. Thank you

Thank you for the update msladybugaboo.

This Is Vegas Casino is there any reason why the player did not receive the amount you mentioned earlier in the thread to be $70? Thank you in advance!

Hello,

According to our T&Cs, when claiming a bonus with a max cashout, the bonus is to be deducted from the max cashout itself. Therefore, 55 were sent.

Thank you for your understanding,

This is Vegas

Thank you for the clarification This Is Vegas Casino representative, in that case, I consider the issue resolved.

Dear msladybugaboo, I understand this isn't a satisfactory solution to your issue but seeing as you have been paid out according to the rules, I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,