VegasChips Casino - Player believes that their withdrawal has been delayed.

initially received $56 free bonus upon sign up at this casino. I got up to $5,500 and received a message prompt in midst of a bonus round I was playing on a game saying that I have reached the max limit as an ordinary player and had to cash out my winnings. I was not able to continue the rest of my bonus round nor spin at all until I cashed out. In order to cash out, I had to make my account active by depositing $56, which made sense to me since that was how much the free sign up bonus was. So I paid it via Bitcoin. That went thru just fine and I went to withdraw. after confirming these were the steps I needed to take via live chat earlier. So I withdraw and the status of my withdrawal went from pending review to pending payment. But when I first initiated the withdrawal, there is a message at the bottom saying that all withdrawals will be paid within 5-30 mins. So after an hour went by, I sent an email and received an email back saying I needed to pay another $200 via Bitcoin to receive my money?!? I asked them if it could be taken out of my winnings and I still haven’t received a response back from email or live chat cause I messaged them as well on live chat. Extremely frustrating when earlier they were fairly responsive but now not at all. I borrowed that money from someone on terms that I would pay them immediately right back within a few hours and this casino is a greedy scam that will come off as legit and seem like it’s going to pay out but in the end, won’t and then completely ignore you.

Dear tarabear72351,

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

Dear tarabear72351,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

But their site says that withdrawals are supposed to take 5-30mins max. Well it’s already been week 1 and still absolutely nothing. I’ve actually made 3 separate withdrawals and they refuse to payout any of them. But I’ll wait another week and come back. And I messaged on live chat what all I needed to do in order to verify and I was told I needed to make $56 deposit, which I did.

Dear Tarabear72351,

It is important to note that if a casino requests additional deposits, especially after you’ve already won using a no-deposit bonus, it is often a red flag. This could indicate an attempt to exploit the situation and extract more money from you. Typically, with no-deposit bonuses, only a small withdrawal is needed to verify your payment method.

I strongly recommend that you refrain from depositing further funds into this casino and avoid playing there altogether, as they may be operating illegitimately and attempting to scam players.

Please stay cautious and let us know if you need further assistance.

Best regards,

Nick

Okay but is there any way the word can be spread about this casino to NOT play on their site and that they are a scam?

Dear tarabear72351,

Can you also please forward the e-mail communication where they requested you to deposit additional amount of money to nikolas.b@casino.guru?

Once you send it, we will try to get in touch with them but it is highly possible that they will never respond to us as it seems they are a scam casino who just requesting the players to deposit but never process any payout.

Regards,

Nick

Dear tarabear72351,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Yes I can send you the email.

Thank you tarabear72351 for the e-mails provided. I will now forward your complaint to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello there,

Thank you tarabear72351 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask VegasChips Casino for their help in resolving this complaint. We would like to know what is the issue with the withdrawal and what can we do to help the player receive their winnings.

Thank you!

Thank you so very much and would appreciate the help. I look forward to finding a resolution of some sort but am prepared if one is not able to be made. From what I am informed, by the way this casino goes about their process to withdraw winnings, its highly likely that I have been scammed, but would like to spread the word and that information as far as possible so others will not be in the same situation as me.

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,

Peter