Vegas Crest Casino - Player's payouts have not been honored.

Payouts have not been honored.. attached is email thread. Lots of back and forth. I have given up and now just trying to get my deposits back.

Hello bkcpdpmckr,

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

Could you please advise since when is your account fully verified? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hi Nick,

My account has been verified for a few years.. it appears recently there was a change of ownership because I had to re-submit my documents.. this was a about 3-4 months ago. Made withdrawals before this change without issue.

I deposited real money that came with a match bonus. I met the playthrough requirements (I believe it was 40x deposit plus bonus with no cashout max). My last communication was on 12/27 via email asking them to reverse my deposits if they can't honor my payouts. I have pretty much given up, as it feels they continue to send what seems like scripted responses. This is my last resort. Thanks for looking into this 🙂

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

Wish you best luck resolving it.

Regards,

Nick

Hello bkcpdpmckr,

My name is Michal and I will be assisting you with your case. I would like to request the presence of a representative from the casino in this conversation.

Dear Vegas Crest Casino,

Could you possibly provide additional information regarding the delayed payment and clarify the situation?

Thank you in advance.

Respectfully,

Michal

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 bkcpdpmckr,

Apologies for the delayed reply, and thank you for your message. Our accounting team is looking into the matter and I'll post a reply on both email and here on the forum.

Thank you!

Best regards,

VG Team 

Dear bkcpdpmckr,

We apologize for the delay in getting the payment to you. As already explained in direct correspondences to you, some of the factors involved were beyond our control.

However, our Accounting team has now confirmed that your payment has been sent by physical checks, and the same has been received by you.

Once again, I am sorry for the delay, and I hope to see you at Vegas Crest Casino.

Best regards,

VG Team 

Dear bkcpdpmckr,

Can you confirm you have received the aforementioned checks so we can close this complaint in our system as resolved? We will be waiting to hear from you.

Still unresolved. They stated they charged back previous deposits and sent a check for the difference. A check was sent to me for 780USD.

the chargebacks have been filed but only about 1200 has been refunded back. It’s suspicious that the payout they said was delayed due to strict banking regulations was sent within a couple of days after this arrangement to send a fraction of the initial payout request. They have closed my account.

this proves that there were never any delays and intentionally held my payouts until they could get away with paying out less.

Dear bkcpdpmckr,

Given the information provided to me by the casino, after all the chargebacks, subsequent chargeback fees,fee for the paper check, and many refunds, the amount sent to you should be the aforementioned 780 USD.

Could you tell us exactly what amount are you missing?

Dear bkcpdpmckr,

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.. thank you for the reminder. These are the chargeback claims that were denied by my bank(s):

1797.72 from credit card ending in 9660

260.84 from card ending in 7266

124.79 from card ending in 6316

768.96 from credit card ending in 1006

Total = 2952.31

Also note that the casino withheld $400 claiming it was from fees for refunding the chargebacks.

I'm expecting 2952.31 to be paid out to me. I will not dispute the 400.00 even though these fees would not have occurred if they paid as they should have. Note that the only check I received was for a fraction of the initial payout which was $780.08.

I'm certain they were intentionally being deceitful when they stated there was a delay due to international banking rules - this was proven when the 780.08 check was issued within a couple of days after the chargebacks were reported.

If I receive the 2952.31 I will consider the matter closed, as I do not want to continue this fight due to the stress this has caused.

Thanks

Dear bkcpdpmckr,

I understand this situation must be stressful for you. But I am sure that together we will be able to resolve this matter for the benefit of all the parties involved.

Would it be possible for you to send me an email with the bank statements with the denied chargeback claims?

Thanks for your help.. I am not comfortable sending my statements.. please attempt to resolve without that documentation.

Dear bkcpdpmckr,

According to the information presented to me, the money situation appears to be as follows: from the originally requested payment of $5100, the following sums were deducted:

• 8 chargebacks for $1650
• $400 chargeback fees ($50 fee per chargeback)
• $2200 refunds
• $50 fee for the paper check

These sums deducted from your originally requested withdrawal would amount to $780, which you have received. Without any bank statements or any concrete evidence from you, I am afraid I will not be able to help you as for now, it seems that everything is in order. Please let me know how you want to proceed in this matter and if, from your side, there are any discrepancies with the explanation mentioned above concerning your payment.

I will be looking forward to hearing from you.

Dear bkcpdpmckr,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.