Vegas Rio Casino - Player's withdrawal is delayed.

It took me about a month of continuing to try to get through all the hoops they listed for me to complete and them saying it wasnt just right everytime. After I finally did and had made a deposit to confirm my identity. Then they wanted to subtract the bonus amount so I had to win another 125 dollars and when I finally had 225 dollars and I submitted my request for payout they began telling me all sorts of different excuses that I had heard a few months prior when dealing with Golden lady casino (Also never resolved) Its now been about 3 1/2 4 months and multiple requests to their customer service and I still have not gotten any resolution from this casino. I am begining to think i will never get paid.

Dear nschumacher1985,

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. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?

Do I understand correctly that you accumulated your winnings with an active bonus?

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,

Kristina

I have never made a successful withdrawal from vegasriocasino. I have also fulfilled all verification requirements this process took about 6 times retrying before successfully completing.

I started off with a high requirement playthrough bonus that I was able to overcome. Furthermore I also had to subtract what I was initially given as a no deposit bonus. I completed all requirements to receive payout from my active bonus.

I hope so too and thank you

nic

Thank you very much for your reply, nschumacher1985. What is the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post here a screenshot of your withdrawal history.

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

so this is as of yesterday I reached out to vegas rio casino yet again and informed them that I wanted this to be resolved so I did not feel like I had to leave them a negative review. The withdraw is pending still and has been since may 8th

Thank you very much, nschumacher1985, for your cooperation. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear nschumacher1985,

I've just reviewed your case and am sorry to hear about your struggles with the withdrawal. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Vegas Rio Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? What are the reasons the player's withdrawal request has been pending for 3 months?

I'm looking forward to hearing from you. If you have any supporting evidence, please feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

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,

Natalia