The player from Brazil had a verified account and had been consistently depositing for two months. After winning a bonus and completing the rollover, he requested a withdrawal, but the casino withheld the funds and did not return the money to his account. The issue was resolved when the casino made the deposit with the correct amount, and the player confirmed that everything was satisfactory. The complaint was subsequently marked as 'resolved' by the Complaints Team.
VIDAVegas Casino - Player's withdrawal has been confiscated.
Amount: 124 R$
VIDAVegas Casino
Safety Index:HighSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
8.8
VIDAVegas Casino has a Safety Index of 8.8, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 month ago
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1 month ago
Translation
Hello, how are you? I've been depositing at this casino for 2 months, and my account is already verified. They give bonuses on Telegram every day. I won a bonus and managed to complete the rollover, so I requested a withdrawal. They withheld the withdrawal and didn't return the money to my account, even though it's a small amount. I don't think it's right for them to offer bonuses just to deceive users when they aren't going to pay.
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1 month ago
Dear Caniggia2021,
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 the casino confiscated R$124 (dispute value)?
- Have you received any explanation from the casino regarding the confiscated winnings? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
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1 month ago
Translation
Thanks for the support, they've made the deposit again with the correct amount now, everything is ok so far
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1 month ago
Thank you for your reply, Caniggia2021. Do I understand correctly that the issue has been resolved?
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1 month ago
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In this photo you can see that the last payment has no value, the second one has no value and there is no transaction number, so they haven't actually paid, it's very difficult for this company.
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1 month ago
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You can cancel the complaint, it has already been resolved.
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1 month ago
Dear Caniggia2021,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Kristina
Casino.Guru
