Vegas Wild Casino - Player’s experiencing difficulties withdrawing her winnings.

I joined the site end of March, made a withdrawal on 31st March 22, was asked to send countless paperwork with I did on the 1st April… had email to say my withdrawal had been approved on 5th april- this was a £50 withdrawal.

I made another withdrawal on 7th April. For £85 again they needed more paperwork which I sent straight away, was advised they had the paper work.

was told that they advise 5 working days for a withdrawal to be approved then another 7 working days for it to "enter" your account.

my first withdrawal should have entered my account on 14th April.

I’ve contacted them numperous times to be told it’s been sent, and they want more paperwork.

im happy to sent this but there is a charge from my bank for a statement which I do not feel I should have to pay as this is their mistake!!. 

I have countless emails and screen shots of chats I’ve had promising me this money should be in my account of of that day and still Nothing.

Dear Hezzy12345,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Could you please advise if it was your first withdrawal attempt in this casino? Have you received any transaction tracking number from the casino?

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. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

hello

thanks for your reply!

I have been informed that my 1st withdrawal made on 5th April, has been rejected by my bank? And they have resent it??

I have been informed this can take up to 7 working days to reach- so I’m waiting again!!!

I definitely agree this process is ridiculously long and am so worried that this may be fobbing me off !

yes all my ID has been approved, if I’m honest the ID requires is extensive.. including bank statements, normal ID copies of my bank card, including my Iban and BIC numbers of my account!

Thank you very much, Hezzy12345, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) 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

thanks for your response, I have actually received one of my withdrawals and received this this morning!

im still awaiting for the 2nd withdrawal and will hope this will be received in the next few days. So we shall see

Hello Hezzy12345,

I have reviewed your case and will assist you from this point forward.

I am glad to hear that you have received one of the payments already. I will allow a few more days to see if the next one arrives. If not, then I will contact the casino to see if I can help.

Hiya just to let you know I’ve now had both withdrawals. Can we pls close the case now

thanks for your help

Dear Hezzy12345,

I'm glad to hear that your issue got resolved and you have received your payments. 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.

Kind regards,

Adam