Vegas Casino Online - Player struggles with withdrawal restrictions and lack of support.

yes I am having an issue with pay out... I made the initial deposit of 20 like they requested... I played backed like I was suppose to and plus some.. The issue is they say one thing and then say something else the max cash out is $120 on the coupon but the minimum withdrawal is $150.00 they removed winnings multiple times with out my knowledge... And I can't get response from them now.... all they keep saying is contact customer service irrelevant service withdrawal service.. I have attached a few screen shots...

Dear beercats0321,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Vegas Casino Online.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Was the coupon 'VOH35' the only one you activated and played in the casino before your 20 USD deposit?
• Was the 20-dollar deposit made on May 1st the only one made in the casino altogether?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Dear beercats0321,

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.

Yes that was the only deposit I made.. I have tried to communicate with them but they just say I gotta contact different departments. and keep giving me the run around. I've tried to ask for a copy of past conversations. tht was my only deposit... I made like they requested.

Thank you very much, beercats0321, for providing the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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, beercats0321,

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Vegas Casino Online team,

Could you please explain the player's situation in more detail? What steps should the user take to withdraw the disputed winnings?

If we are talking about a breach of the casino's Terms and Conditions and any part of the user's winnings have been confiscated, is the casino able to substantiate its claims and decision with relevant evidence?

If it suits you better, feel free to send the necessary evidence to my email address (branislav.b@casino.guru).

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 beercats0321,

This is the information I received from the casino recently:

"This player can do withdrawal request for $120 and we will process by Crypto option.

As per T&C player must make a deposit and wager 5 times. Pls check all T&C for this coupon code."

Can you please confirm you met the condition of 5x wagering of your deposit (mandatory - standard AML rule), and possibly provide me with a link to the bonus rules for the bonus you used or a screenshot of its complete rules? Can you request a withdrawal as recommended and inform me about the progress?

To: Branislav

Here r the screen shots of all all the transactions I requested and the coupone code and the deposit. Also it has the coupon has will. I couldn't find the rules to tht coupon...

But this is not what I asked you for, and what the casino recommended you do, beercats0321.

Please read my previous post once again, and besides the part of the rules for the bonus (that you already informed me you do not have), follow the instructions/answer the questions, and inform me once you request a new withdrawal of $120 via the crypto option. Also, since you still have access to your casino account, provide me with a screenshot where the new withdrawal request will be clearly visible.

Looking forward to hearing from you.

Sorry About tht I didn't read it correctly hopefully this is what your requesting...

Yes, that is what I asked you for. There is only one last question you have not answered yet.

Did you also play with your deposit and wager it 5x as required by the casino's rules (AML), or did you only deposit to the casino and try to withdraw your winnings (winnings + real money deposit) without playing?

Branislav,

Yes I meant all the requirements...Yes I wagered and played backed and plus some..

Thank you for confirmation. In the meantime, I contacted the casino via email again, and I am waiting for its response and instructions.

I am setting the timer for the casino now again, to keep track of the processing time. So, let's wait until they contact me.

I will inform you once I have any news or updates.

Thank you for your patience and understanding.

thank you so much appreciate what u r doin

Dear beercats0321,

I am extending the timer for the casino. The casino has not replied to my last email, so I reminded them of the case a while ago and I am waiting for their response.

Please note if the casino does not respond or provide me with relevant information/details/instructions regarding the matter until the current timer expires, the complaint will be closed as unresolved. The casino was informed via email about the same a while ago.

Once I have any news, I will inform you.

Thank you for your patience and understanding.

That's Perfectly Fine thank you again greatly appreciate.

Dear beercats0321,

Unfortunately, after repeated attempts, we have not received any further response from the casino or relevant information regarding the issue. Therefore, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

In case of any questions, do not hesitate to contact me at branislav.b@casino.guru.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime, and once it happens, you will be notified via email.

Best regards,

Branislav, Casino.Guru