Vegas Strip Casino - Player’s withdrawal has been delayed.

I used a free no deposit chip valued at $150 as a welcome bonus. It had a hefty playthrough and only a $300 MCO but i slogged through it by doing large bets on Plentiful Treasure which yielded the results I needed. I concluded my play through, requested the withdrawal, and saw my only option was to wait the 8577372746757 business days so I entered my BTC address and submitted. I then *attempted to* redeem another coupon but it wouldn’t let me because I had a withdrawal pending.

I received correspondence from "Calvin" yesterday morning informing me that my withdrawal was denied because I had used multiple chips in a row. I responded by saying that I did no such thing at Vegas Strip however I had at Palace of Chance where I had requested a withdrawal just two days ago. But then I log into my Vegas Strip account and see that my $291 had been taken with an approved "Managers Withdrawal" (I.e., they stole my money). So I contacted support and asked them why that had happened and explained I only used one chip they can’t do that etc etc.The person responded and said that they would escalate it because it appeared to be a mistake / crossover from a sister casino. Then I get ANOTHER email from "Calvin" saying that it was still void because he now claimed I had multiple accounts at the casino and I said NO I do not. I have one account. Thru Inclave. And they haven’t responded since.

Dear coreytacoh,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

ok so this is just an automatic robot response to my complaints you didn’t actually read them. Well my request for withdrawal is not being delayed it’s being denied.

Dear coreytacoh,

Have you received your withdrawal from the casino yet?

No they have denied it and taken the money from my account and stopped responding to my emails.

They are saying I have more than one account at the casino. They use Inclave which creates different logins for each casino to keep it secure. He’s saying I have two accounts qjsyghfp0u and bufzlwjiOc - which are the usernames for Virtual and Vegas Strip respectively as you can see in the graphic. But they are indeed the same account. I only use my Inclave login to access any of these casinos. The logins are not interchangeable. They are unique to prevent hacking and so you don’t have to remember the passwords for each.

Thank you for your reply, coreytacoh. I apologize for the misunderstanding. The first message was automatically generated based on the answers you provided while submitting this complaint.

Is there any chance that someone from your household or someone using the same IP address has also created an account at this casino? Have you passed the KYC verification before the casino informed you about the duplicate accounts?

Could you 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.

There was some confusion with the account thing because of Inclave but it has since been cleared up and they have agreed to send me my winnings.

I am happy to hear this! Have you already received your winnings? Can we now consider this complaint resolved?

Have not received them yet. I’ll keep it open until I have received them because I’m still a little skeptical.

I completely understand. I will keep this complaint opened until your confirmation regarding successful withdrawal. Please let me know as soon as you receive the payment.

I’m still waiting. They say that because my case requires special attention it’s taking longer. It’s been a month since I originally requested layout and a week since I was told it was approved. I’m getting frustrated.

Yeah they keep feeding me lines of crap. Where can I forward my correspondence with them?

You can forward everything to kristina.s@casino.guru. Thanks.

I did he’s saying it’s been "escalated" now. Stalling. It’s $300 I mean come on. I don’t understand why they are holding onto this so tightly.

Thank you very much coreytacoh for your cooperation. I will now transfer your complaint to my colleague Adam (adam.m@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 soon.

Hello coreytacoh,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Vegas Strip Casino to join the conversation and participate in the resolution of this complaint.

Dear Vegas Strip Casino,

Can you please clarify the situation regarding the player's winnings? When can they expect to receive them?

Kind regards,

Adam

I finally got it. Thx. You can close this complaint.

Dear coreytacoh,

I'm glad to hear that your issue has been resolved and that you have received your payment. I will now mark the complaint as 'resolved' in our system.

Thank you for using the Casino Guru complaint resolution center. 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.