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

it is my first withdrawal all documents approved on 14.10.21 said it was processed on 15th still nothing. I feel like I am going round in circles they tell me to check with my bank who tell me they can not trace it as it’s not been paid by them. I’ve been playing with them for ages but this is my first win. Please can you help me I’m so stressed with it all. Thank you 😊

Dear jacquelinefalconer,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Have you received any tracking transaction number from the casino or any other proof that the money has been sent to you?

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

It is Vegas wild not wild Vegas 😊

Thank you very much, jacquelinefalconer, for your reply. Please understand, bank transfers can be tricky, and the entire process can take a bit longer since intermediary banks might be involved, and international transactions take place.

I fully understand your frustration, however, I will set the timer for additional 6 days and if there’s no development by Monday, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.

Thank you for your help 😃

No problem. I will check back with you on Monday.

Great and thanks 😊

Hello jacquelinefalconer,

Have there been any developments since our last conversation?

No they said they had escalated it on Monday but nothing and I have been in touch with them everyday

Thank you very much, jacquelinefalconer, for your reply. I will now transfer your complaint to my colleague Martin 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.

This is what I sent on Friday after speaking to my bank as they asked for me to ask my bank to chase it up. My bank said they couldn’t find anything that was coming in. Please could you help me as it will be a month on Friday 😦

Hello jacquelinefalconer!

I will take care of your complaint from now on. I would like to invite representatives of Vegas Wild Casino into this complaint in order to provide us with an explanation and help us resolve the issue.

Thank you so much

Does this mean I don’t have to contact them now 😀

Do you be have any updates on this case please 😳

Hello jacquelinefalconer!

We would like to ask Vegas Wild 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 will have negative impact on the casino's rating.

Since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

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

The casino can reopen this complaint anytime.

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

Additional comments by the casino:

"Hello Casino Guru and Jacqueline,

We have been in touch with the customer (Mrs. Falconer) throughout the period and she is aware of the reasons that caused this delayed withdrawal.

The cashout was paid in line with the T&Cs of the casino, as its an international bank transfer it takes technological times for the funds to reach her bank. After that period passed (5 working days) we received a notification from the payment provider that the transaction got declined by the receiver bank. We provided the SEPA document to the player as confirmation for the payment, hoping that she can check with her bank why was the transaction rejected.

We requested and alternative bank account from Mrs. Falconer in order to re-pay the amount but she didn't have one.

We did the right thing and re-paid the withdrawal using a different payment provider, it took a few days time to set it up, but the payment is successful and the funds should be received in a few days time.

We once again apologize for the inconvenience. The issue came from the receiver bank and we still have no resolution or information what might have caused this.

Vegas Wild"

Hello again, jacquelinefalconer!

According to the message that we've received from the representatives of Vegas Wild, it seems that your withdrawal is already on it's way to you. I would like to ask you to let us know, once it will appear on your account.

Looking forward to your reply.

It finally came though I had to pay money out of it for it to be sent but at least I got it

Dear jacquelinefalconer,

I am glad to see the good news. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for cooperation and 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.