The player from Netherlands is dissatisfied with lengthy customer service response times. Player’s complaint has been resolved successfully.
Vegas Kings Casino - Player’s criticizing slow customer support.
Amount: €4,058.9
Vegas Kings Casino
Safety Index:Above averageSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
Public
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3 years ago
Translation
Good day,
On February 6th, 2021 I asked the casino several times to close my account and to pay out the amounts in accordance with the terms and conditions. Contrary to the terms and conditions that customer service always reports to the customer within 24 hours and this did not happen, I have excluded myself from the casino and closed the account myself.
Unfortunately, I don't get an answer to my 4 emails.
In the attachment I will send you the confirmation of the amount that I had in the account and that I had played your bonus. I think it's a legitimate casino but it takes a long time to reply to an email.
Automatic translation:
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3 years ago
Dear Basel999,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand correctly that you succeeded in closing your account? Could you please advise if the KYC account verification has been completed successfully beforehand? Which payment method you have opted for to have your funds withdrawn?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
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3 years ago
Translation
Good morning, the customer service has now contacted me and said the money should be paid out in the next 3-5 days. But my questions are only half answered. I will now wait a week and check my account to see if the money has been received. Thank you for your support. Kind regards
Basel09
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3 years ago
Thank you very much, Basel999, for your reply. I will be waiting for the update patiently.
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3 years ago
Translation
Unfortunately, the casino is still not reporting. It's unbelievable that they can't give feedback.
I was confirmed that the amount will be paid out.
But there is no longer an answer to my question.
Can you please contact the casino?
Thank you very much
Basel09
Automatic translation:
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3 years ago
Thank you very much, Basel999, for getting back to us. I understood that your payment has been delayed but was your account closed already?
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3 years ago
Translation
Correctly. I closed the account under Self Exclusin for 6 months. Then I wrote an email to VegasKingsCasino with the request to close the account. According to the terms and conditions, the casino will pay out the amount in the account after successful verification. The documents were submitted and also confirmed. The payment of 4058.90 euros has been confirmed. I gave you the bank details for this. But for 8 days I have been waiting for the final confirmation that you have transferred the amount. To this day I don't have the money. Please contact us. I thought it was a legitimate casino. I am happy to send you the email history. Just give me your email address. MFG Basel09
Edited
Automatic translation:
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3 years ago
I fully understand your frustration, Basel999. I will set the timer for additional 4 days and if there’s no development by Thursday, we will intervene. Let’s stay positive and wait for the good news regarding your payment. Thank you in advance for your patience.
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3 years ago
Dear Basel999,
Have there been any developments since our last conversation?
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3 years ago
Translation
Good morning, the money has been received since last night.
Thank you the case can be closed. MFG Basel09
Automatic translation:
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3 years ago
Perfect. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thank you very much, Basel999, for your cooperation and confirmation and please don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Petronela
Casino.Guru
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