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

I won $50 using a $15 rewards club deposit. I originally requested a withdrawal in mid-July, and it sat there for days, and when I talked to someone via chat they said there was a problem with Coindraw and to re-request it as a Bitcoin withdrawal. I did that on July 27, and every few days when nothing happened I would open a chat. They told me each time that it takes 7-10 days and that mine is in the queue. The last two chats they said they would escalate it, but still nothing. It’s only $50 and not some astronomical win.

Dear CoolBlue,

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.

Could you please confirm that you have passed the KYC verification?

When was the last time you spoke with the casino on the topic?

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,

Tomas

Hi Tomas,

They have not requested a KYC yet, but I have submitted KYC documents to their sister casino Lucky Legends last week. I’ve spoken to Wild Vegas via chat this past Saturday.

Thank you very much, CoolBlue, for providing the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi CoolBlue,

I've just reviewed your case and am sorry to hear about your struggles with the withdrawal of your winnings. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Wild Vegas Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify when the player's withdrawal request is to be processed?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

Hi Natalia,

I have a screenshot of my withdrawal requests that I tried uploading in my initial complaint but it failed a couple times. Would you like me to send them to your email you provided in the response above?

CoolBlue

Dear CoolBlue, sure, you can certainly send all the relevant screenshots you have to my email address at natalia.b@casino.guru as well as any communication between you and the casino. Thank you.

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.

Greetings all,

Apologies for my delayed response, I had some health related issues and needed a bit of personal time to recover so your understanding is appreciated. I have now reviewed the case and I will see what can be done to assist, if anything further is required or there are issues on my end I will comment on it here.

Best wishes,

Nick and Wild Vegas

Thank you for your reply, Nick. We'll be waiting for more information from you.

Thank you Nick, I’ve received my winnings this Monday morning.

Dear CoolBlue,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Natalia

Casino.Guru