Vegas Crest Casino - Player struggles with delayed payments.

I requested two payments from Vegas Crest, both in Jan. of this year.

It has officially been 4 months and I still have not received it.

They keep telling me it is at the processsor but they are being "audited" and it's out of their hands.

I actually received one email that stated they are not obligated to pay!

I have received payments from them many times and they were great before they merged last year with another casino.

I don't know what else to do to get my winnings from them.

Dear chocolatefan001,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

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

Do I understand correctly that you are fully verified in this casino and have made successful withdrawals before?

Could you please send me all the communication between you and the casino customer support regarding your delayed withdrawals? My email address is veronika.l@casino.guru.

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

Dear chocolatefan001,

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.

Hi Veronika, thank you for your quick response. First, the only email I have is the last one sent which i will send you via email. Sadly I did not save any of the others ones because I really believed I would get paid. I have received quiet a few payouts from them in the past BEFORE they merged last year with another casino. Please let me know if there is anything else I can do.

Thank you,

Cindy

Thank you very much, chocolatefan001, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@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.

Your help is greatly appreciated.

Hello, chocolatefan001!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Dear chocolatefan001,

Thank you for your patience and apologies for the long delay in processing your payment.

Our accounting team will send you an update on your email very soon. I will also update you here once I have your payment confirmation.

Once again, thank you for your co-operation. 

Regards,

VG Team

Thanks VG Team!

chocolatefan001, please, let me know if you have received the update already and what it says.

No, I have not heard anything. What VC is saying is what I've heard since February!

VC has not responded to me yet. What they wrote you is what they have been telling me since February!

Your help is so greatly appreciated. Sincerely, thank you. 😊

Vegas Crest representative, please, send the explanation on why is the player's payment is delayed and what they should do for it to be processed to my e-mail: pavel.k@casino.guru. Player claims that they have not received any e-mail from your team, so, please, next time you send it, please, include me in the recipients list.

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.

chocolatefan001, hello!

Could you, please, ask the VC accounting team if they have any approximate timeframe in which they hope to resolve the issue?

Dear chocolatefan001,

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.

Hi Pavel, I received this (see below) a couple of days ago. It's been over 48 hrs so again, who knows:

Hope this email finds you well.

Please note that our processor confirmed that your $1,017.66 paper check payout will be received within the next 48/72 hours. We will also forward to you a FedEx tracking number as soon as it is available. Let us know once you have received it, we would appreciate it!

Also, regarding your latest request of $1,316.21 via paper check, we are doing our utmost to speed the process up however our processor only allows us 1 payment processed per week so most likely you will receive the other cheque by next week. Again, once it has been processed, we will communicate it to you so you can expect it delivered to your door.

Kindly accept our apologies, we are working hard to find new payment solutions to reach all our clients and reduce the timeframes and getting easier for everyone.

Should you require any further assistance, please do not hesitate to contact us back.

Kind regards,

Hi chocolatefan001!

Thank you for the update!

Have you ever received such mail regarding your two disputed withdrawals before?

I hope that this means progress for your issue and you will receive everything ASAP. However, I guess, this specific withdrawal method may have unclear timeframes given that the payout must be delivered to you physically.

Dear chocolatefan001,

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.

I finally received one pymt but am waiting for my second one still.

chocolatefan001, have you received your second payment?

No, I have not. It's the biggest of the two.

I would give it one more week and then would ask a casino once more.

I emailed them again the other day and I just received a response. They said I should receive it by the end of next week. Thank you so much for helping me. You have made a difference!

chocolatefan001, thanks for the info! Just let me know when you will receive the payment!

Dear chocolatefan001,

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.

I still have not received my other money that is due to me. Do you have any suggestions as to what I can do?

I will ask the casino.

Vegas Crest Team, is there any particular reason for the delay of the player's last withdrawal?

Thank you so very much. I so appreciate your help with this.

Cindy

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.

Ok, I will email them today also. Again, your help is greatly appreciated.

Thank you

chocolatefan001, given the fact that your withdrawal is delayed for a long time now and casino does not respond to our requests, I have decided to close this complaint as unresolved. I am changing the disputed amount to $1316 which is the amount of the last missing payment. If you will finally receive it, please, let us know and send the reopen request so we can change the classification accordingly. Also, if, at any time, the casino decides to let us know regarding the reason for delay, they can always request the reopen as well.