WinVegasPlus Casino - Player is criticizing withdrawal limits.

Salve per favore spero possiate aiutarmi ho vinto una somma ingente di tredicimilaeuro il limite massimo di prelievo e di 1500 senza una spiegazione questo limite è stato abbassato a euro 500 ho fatto richiesta di prelievo giorno 19 aprile e non ho ricevuto ancora niente nonostante sia stato approvato..sul sito solitamente come regolamento può fare un prelievo a settimana ma sono passati già 13 giorni e non posso fare ancora il secondo prelievo e non ho ricevuto nemmeno il primo bonifoc..per favore potete fare qualcosa a riguardo grazie sopratutto il limite di prelievo che è la cosa più importante questi soldi li ho vinti con bonus sul deposito quindi sia con bonus e sia con saldo reale...spero possiate smuovere qualcosa perché quando ci parlo io dicono che è un problema di banche ma io non credo proprio perché non mi danno nemmeno una spiegazione del perché non si riesca a fare un altro prelievo nonostante sia passata già la settimana prevista dal loro regolamento spero possiamo aiutarmi vi ringrazio molto

Dear Leonarda,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Foremost, allow me to congratulate you on your great win. I have checked the terms and conditions, and this is what I found (here):

„The minimum amount for a withdrawal is currently 300 Euros. Withdrawal of winnings and bonuses from pre-deposit free bonus money is currently limited to a maximum of 150 Euros. Any winnings or bonuses beyond 150 Euros that have accumulated prior to your initial deposit will be removed at the time a withdrawal has been requested. In order to withdraw winnings generated from pre-deposited free bonus money, a player must perform a successful deposit. Winnings may currently be withdrawn up to 1500 Euros per calendar week. You can make up to 4 withdrawals a month without charge. Each additional withdrawal transaction shall be charged a 60 Euro fee. We may change the above minimum amounts from time to time at our discretion. In case a customer has a pending withdrawal, deposit limits and/or withdrawal limits cannot be altered."

Could you please forward any relevant communication between you and the casino to petronela.k@casino.guru?

Do I understand correctly that you haven’t received any payments yet?

I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela 

Dear Leonarda,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.