Vegas Casino Online - Player's withdrawal requests declined twice with deductions.

I had made a crypto deposit and my wins were over $800 when I had completed the wagering terms. I purposely checked with chat to make sure that I knew exactly what to expect with the payout. The representative clearly told me that the bonus had already been removed from the $800+ i had wehn i completed the terms and that my payout would be $543.80. Not only have I not received any payout whatsoever, but they removed the extra $379.14 (which would have included the $59.80 bonus amount) then they deducted it a SECOND time on 4/12 leaving me with $486.71. In which they haven't paid that out either. Below you will find the transactions. And below that you will find the conversation with the chat representative.

DateTransactionAmount04/12/2024 03:00 PMPromo Deduction Withdrawal Approved!-$59.8004/12/2024 03:00 PMPromo Deduction Withdrawal Requested-$59.8004/12/2024 02:59 PMDirectDeposit Withdrawal Requested-$486.7104/12/2024 02:58 PMDirectDeposit Withdrawal Declined$543.8004/07/2024 05:12 PMDirectDeposit Withdrawal Requested-$543.8004/07/2024 04:49 PMCoupon Reversal Withdrawal Approved!-$379.1404/07/2024 04:49 PMCoupon Reversal Withdrawal Requested-$379.14

whats the amount that i'm allowed to request for a withdrawal?

Apr 7, 6:51 PM

B Andris

$50 XTRA Cash Back: Maximum cash out is $1000.

i mean for my current deposit on vegas casino

bc with your other casinos i have requested cashouts then have been denied and they adjust it and take forever

so what is the exact amount that i am allowed to cashout?

so that i can skip being denied and having to wait an additional week or 2

Apr 7, 6:56 PM

B Andris

Terms & Conditions https://www.vegascasinoonline.eu/TERMS/winslots.php

Coupon Code: WINSLOTS: Maximum cash out is 20 times the deposit amount linked to the promotional code WINSLOTS, up to $5,000, depending on the player class and based on a deposit amount of $250, but it in no case can exceed the maximum $5,000 payout. Once the wagering requirement is met, all balances exceeding the maximum cash out allowed will be void and automatically deducted from the account. At this point the player may request the funds. If chooses to continue playing instead, any additional winnings exceeding the maximum cash out allowed will be voided and forfeited. The Bonus Amount is non cashable and will be removed from the associated cash out.

$50 XTRA Cash Back: Maximum cash out is $1000. Once the wagering requirement is met, all balances exceeding the maximum cash out allowed will be void and automatically deducted from the account. At this point the player may request the funds. If chooses to continue playing instead, any additional winnings exceeding the maximum cash out allowed will be voided and forfeited. The Bonus Amount is non cashable and will be removed from the associated cash out.

ok bu i deposited with crypto

so i'm asking you the exact number

not the information

crypto has an exchange rate. plus i had way more then the $540ish so i dont know if the bonus amount was deducted yet?

Apr 7, 7:03 PM

B Andris

You played whit the $50 XTRA Cash Back: Maximum cash out is $1000.

for vegas casino? no i played with a crypto deposit

so it was 20 times

Apr 7, 7:05 PM

B Andris

high country casino

jaimev33

as I already stated above vegas casino

read my messages above

Apr 7, 7:05 PM

B Andris

could you share your username or email address for for vegas casino

jaimev33

Apr 7, 7:05 PM

B Andris

$27.19 x 20 = 543.8

Max cash out $543.80

ok, thank you.

so the bonus was already removed

Apr 7, 7:08 PM

B Andris

You have met the bonus WINSLOTS wager requirements already

You can keep taking advantage of the promotion codes on your next deposit

i meant the bonus that i used to win from the last deposit

it was already removed from my winnings, correct?

my winnings were $800ish, so the bonus i had used was already deducted from that?

Apr 7, 7:15 PM

B Andris

Yes, is was removed, Playable Balance: $2.71

no bonus active in your balance right now

ty

Apr 7, 7:18 PM

Apr 7, 7:19 PM

B Andris

You are welcome

Hello jaimev33,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Vegas Casino Online. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly Would it be possible to forward your deposit, bonus and betting history to nikolas.b@casino.guru? How much exactly did you deposit with this bonus? Did you already receive the winnings from the casino?

Looking forward to your answer.

Regards,

Nick

yes i'm verified. as shown above, $27.19 was the deposit (it was a bitcoin transaction so it tends to fluctuate, that is why i asked them what my finally deposit was when they received it). I have not received the winnings from the casino. I emailed over the information you requested.

Thank you jaimev33 for all the information provided. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello jaimev33,

I'm Michal, and I have taken over your complaint. I have reviewed your case and just so you know, Vegas Casino Online was not very cooperative with us in our attempts to mediate any kind of issue. However, I will still try to contact the casino to see if I can help.

We would like to invite Vegas Casino Online to join the conversation.

Dear Vegas Casino Online,

Could you please provide more information on why the player's withdrawal requests were declined? Additionally, why were the player's winnings deducted twice when your support agent had confirmed the player's winnings to be $543.80?

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.

They sent an email to me on friday that a wire was sent in the amount of $486.71, but I still have not received it, and that amount, is still short of what the payout was to be at $543.80.

Dear jaimev33,

I have not received any response from the casino team. Did you at least successfully receive the wire transfer?

I just received the wire but it was the lesser amount of $486 not the 543

Dear jaimev33,

Thank you for the update. I'm glad the casino has paid you at least something. As I mentioned previously I have received no response from the Vegas Casino Online which clearly shows they are not interested in cooperating with us by resolving player issues. 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 am sorry we could not be of more help on this occasion.

Since the casino doesn't hold a valid license and doesn't utilize any Alternative Dispute Resolution (ADR) services, there's no gaming authority to approach, leaving us with no further avenues for action. I can only recommend checking the reviews of each casino before you sign up and only playing in established, licensed, and good-rated casinos to avoid disappointments like this in the future.

Best regards,

Michal

Casino Guru