Vegas Lounge Casino - Player’s account has been blocked.

Have been waiting since October 14th. Won October 14 15 and 23rd. Totalling 5550. Account says withdrawal accepted. Was told was released but never received. Contacted daily and assured me that they have released funds. Told me to wait 10 business days. Contacted them and they needed my bank account information. Sent voided cheque and received email saying everything is good. Again said released funds and to wait 10 business days. Contacted daily and assured again it was released and went as far as to give me my verification codes for all 10 accepted withdrawals. At the 10th business day told my account is under review and account is frozen. Received an email November 12 saying released 400. ONLY 400. Haven't received it as of yet. As they released that I was under the assumption that the review is concluded. Won't tell me what's happening only get generic answers. So as of today informed they halted my account for 6 months. Now what?

Dear Lynni,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We will contact the casino and ask for their assistance in resolving this issue, but, before we do so, could you please forward any relevant communication to petronela.k@casino.guru?

Please advise if you have redeemed any promotional offers from this casino? Which games you’ve been playing (live games, slots, or multiplayer)?

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

i have received bonus promotions but would not be able to withdraw with outstanding amount owing. The games I play are always slots.

no i haven't received that yet. i did receive the email that said is was to be deposited but it never came

Thank you very much, Lynni, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Lynni,

I looked at your complaint and will do my best to help you. I would like to invite Vegas Lounge Casino into this conversation. Casino, can you please specify why did you block the player’s account and what's the problem with her winnings?

Sounds good. Thank you

Winnings is the most important thing

Hi Lynn and Villiam and CasinoGuru Team,

Firstly apologies for the experience you had had thus far. I would like to acknowledge receipt of this query and will investigate it as a priority.

I will be sure to keep this thread posted as we make any progress. There seem to be 2 issues here, firstly the account closure, which I will be looking into primarily while at the same time querying the withdrawal.

Regards,

Vegas Lounge Casino

well i would appreciate the missing funds from my winnings into my bank account is my main priority

Hi Lynn and Villiam and CasinoGuru Team,

Apologies for the delay in my response.

I have escalated the matter to the relevant division to resolve the issue relating to the missing withdrawals.

Lynn, for purposes of this thread, please could you confirm such communication? Also aware that they needed to reprocess the withdrawals, meaning we will only be able to resolve this ticket once the funds have credited your account, which could take up to 5 business days from 24/11, which takes us up to 01/12.

Once again, our apologies for all delays and frustration caused and we hope to have the matter resolved asap.

Best regards

Dear Casino,

keep us informed regarding progress, please.

Hi Villiam,

Unfortunately, no further updates I can provide at this time, as soon as the time has lapsed, hopefully, the withdrawal has been credited, should it not, I will enquire with the processor.

Many thanks,

We would like to ask the Vegas Lounge 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’.

Hi Villiam,

I have confirmed that there has been communication sent from our Complaints team as well as confirmation that the payments have been reissued, this was done on 24/11/21 and should have cleared in 2 - 5 business days, as was communicated earlier on this chat.

As this time has now lapsed, we have also requested proof of payment, which still needs to be provided by the casino bank, which the player would be able to use, should the funds not have credited the beneficiary account as yet.

I have requested priority on the proof of payment and will have it forwarded as soon as we receive it.

Many thanks

Dear Lynni,

did you receive your winnings already, please?

not a cent but they keep on insisting that it's my bank not letting the deposit to go through. i don't understand the last message they sent me. see above

same bs everyday

I received this today but i talked to my bank and there has not been any attempted deposits in the last month nor is there any pending. this company has no integrity. reference number is no good

Hi Lynn/Villiam,

At the time of receiving this complaint, I had launched an inquiry into the withdrawal processing on your account.

From what I was able to see, and what I had communicated on this thread from the account management portal side, there didn't seem to be an issue. This is the feedback that you would have received from the support teams side as well.

It was only after receiving feedback on the inquiry, which was yesterday, that we had found that there was no way that the withdrawal could possibly have been successfully processed.

Now, there had been some procedural issues, which the investigator was glad to identify, in order to ensure that this type of issue doesn't occur again in the future, my apologies that you had to go through all this. Previous reference numbers provided were correct based on what was displayed on the transaction, however, there were certain inconsistencies on the front end data, and back end data, entries on the payment details, meaning those funds would never have reached your bank account.

The reason I hadn't provided you with this feedback yesterday, is that I took a look at the service you have received, as well as communication and placed myself in the same position and thought to myself, "Would I believe these people, without any proof". I then opted to request a proof of payment, as high priority, and was planning on sending this feedback to you today.

Of course, you receiving the withdrawal was always the ultimate goal, so I am glad to see that you have. I can't really blame you for having the opinion that you have regarded the Casino, from my side, I am just really glad that you have received your funds. Under normal circumstances, I would have offered a credit for the inconvenience you had experienced, this is however not an option based on the account status.

Once again, apologies for this experience.

Best regards,

Vegas Lounge Casino

Dear Lynni,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards,

Viliam Casino.Guru

We’ve reopened this complaint as per the player’s request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.

Aditional comments from the player:

"it is not resolved.I have not received my withdrawl as of yet."

Dear Lynni,

sorry for the misunderstanding, I thought that you've received your winnings. I asked you to let me know when you'll receive them and you've written: "I received this today". I am in contact with Casino representative and he should send me proof of payment that your winnings were paid, I hope this is only matter of time when you'll receive your money.

We would like to ask the Vegas Lounge Casino to reply to this complaint. We are extending the timer by 10 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

I apologize, but since we haven’t received any explanation from the casino regarding the issue, we can not continue resolving this complaint and we are forced to close it as ‘unresolved’. You can contact Malta gaming authority. If you need my help with contacting them just send me an email here: viliam.v@casino.guru

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the Casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The Casino can ask to reopen this complaint anytime.