Vegas Rio Casino - Player is experiencing difficulties with their withdrawal.

signed up and used the free chip and completed all of the wagering requirements . I had to verify my account which I did - took at least 2 weeks to do after sending the same

documents numerous times . I was told my account was verified and my withdrawal by bank transfer was processed . After many weeks of not getting it and chatting with numerous agents who all said it was being processed I finally got an agent who said they don’t do bank transfer just bitcoin. So I had to cancel

the withdrawal and do a new one with bitcoin. This was the first week of May . It is now 5 weeks later and after speaking to numerous agents who say it is being processed the latest agent today says I don’t have enough balance (they now say $225) in my account to withdraw . However , up until a week ago I did have the balance in there (up

to $500)balance . So when the withdraw was processed and the many weeks later it was pending I had the balance on the account . This process has been going for a long time now and will probably never get anything . Was a waste of time. The withdrawal process started in March it is now June

Dear Kl1989,

Thank you very much for submitting your complaint. I’m sorry about your problem. Do I understand correctly that your account is now fully verified? Regarding the free chip winnings, please bear in mind that according to the Terms and Conditions:

Players have the right to cash out maximum of $100 from a free chip, regardless of the value of the free chip.

Have you made any deposits in the casino? Have you been informed about the minimum amount for withdrawal in the casino?

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

Veronika

Hello I didn’t make a deposit I have made many many deposits on other casino sites - this site I just used the free chip promotion. I was aware that $100 was the maximum allowed for withdrawal despite having a balance of a few thousand dollars . I am aware that $100 was the maximum balance to be withdrawn. I also believed that was the minimum as well. I had about $500 on the account ( from the free play win) when I made the withdrawal.

Can you please send any relevant communication between you and the casino to veronika.l@casino.guru?

I don’t have any screen shots of the chat unfortunately

Thank you very much, Kl1989, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem resolved to your satisfaction in the near future.

Hello there,

Thank you Kl1989 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Vegas Rio Casino for their help in resolving this complaint. We would like to know why is this withdrawal taking as long as it is and if we can do anything to help make it quicker.

Thank you!

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.

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Peter