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

I used the bonus and won £2,500. When I tried to withdraw it they said I had breached the rules by playing more than £5 a bet. They said they would refund my original deposit of £70. I had an email on 21/09/22 saying the withdrawal was processed and the money was on the way to my bank. I have emailed their customer support team several times and they took ages to get info from their finance company. Then on 07/10/22 they emailed to say everything was sorted and money was on its way to my bank. I should get it by Friday. When I questioned why so long they said I would get it before Friday but if not contact them then. I was to email them when the money is in my account. It is nearly Friday and still no money. The confirmation email on21/10/22 said it was being paid by bank wire (manual).

Dear Alipali66,

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. Do I understand correctly that you are waiting for a deposit refund? Have you made any successful withdrawals before?

Would you be so kind as to send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru. 

Thank you very much in advance for your reply.

Best regards,

Kristina

Hi Kristina.

I am in the UK not US so please amend your records. I have numerous emails to forward to you. Can I email them to you? Can you give me an email to send them to?

Thank you for your reply, Alipali66. I’m very sorry but you haven’t answered any of my previous questions. Please check my first reply and try to assist. My email address is stated there and all requested information is essential if we wish to proceed with the case. 

Sorry for late reply I checked daily and it said waiting for you reply on the emails

yes I am waiting for a deposit refund. No I have not made any successful withdrawals before.

I will forward all emails. I get a bit heated as you can imagine.

I have now been waiting 4 weeks since the refund was authorised. That was on 21/9/22

Alipali66, I would like to emphasize, that in case you breached the maximum allowed bet, we don't think that the casino is obliged to refund your deposit. I agree that in case the casino has already promised you the refund, they should issue it, but we are not in a position to force the casino to do so. We would really like to help, but it is impossible for us this time.

Please, let me know if there is anything else I could help you with, otherwise, we will be forced to close this complaint. Thank you for your understanding.

They have promised to pay back my deposit and have provided me with a tracking number. It’s just taking forever. Thanks for looking at my case.

I understand and truly hope you will receive your refund, but I am afraid that from our side there is not much more we could do.

Unfortunately, after gathering all the necessary information we are forced to reject this complaint. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.