Wild Vegas Casino - Player's withdrawal is delayed and under review.

Wild Vegas Casino received my withdrawal request on on June 27. Thus request was denied on July 10. I was told I could not withdraw in bitcoin as I didn’t "regularly deposit with cryptocurrency" and I need to RE-submit details for a bank wire withdrawal. I did so on that same day and have been waiting. Finally, I reached out to customer service who informed me (screenshot below) my payment was sent out on July 29. The casino data reflects this statement.

However, on August 9, I received a message from the casino saying that my payment was going to be "reviewed and then processed". How is this possible, since my payment was sent out 12 days ago, according to them? Almost a week and a half later I’m being messaged saying it hasn’t even been reviewed yet? All relevant documentation attached.

Dear cpaulking,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. 

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise if your account in this casino has been fully verified?
• Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?
• When was the last time you were in contact with casino support regarding the delayed withdrawal issue?

Looking forward to hearing from you.

Best regards,

Tomas

I am fully verified on wild Vegas.

They claim to have sent my winnings, on two separate dates. First on July 29th they were supposedly sent out, and after I enquired on August 8th about the withdrawal it was "under review", as previously stated, and then sent out on august 9th.

I last reached out 2 or 3 days ago regarding my withdrawal.

Thank you very much, cpaulking, for providing the necessary information. I will now transfer your complaint to my colleague Romi (romana.r@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 cpaulking,

My name is Romi, and I will be in charge of your case from now on. I would now like to invite the Wild Vegas Casino representative into this conversation.

Dear Wild Vegas Casino,

Could you please provide more information about this case to clarify the situation?

Thank You in advance.

Romi

Greetings all,

I can confirm that payment was sent to the 3rd party for disbursal as a bank wire transfer on the 9th of August. Under normal circumstances we are looking at 10 business days on delivery, I will contact the payouts department and see if they have further information.

Best wishes,

Nick and Wild Vegas

Hello all.

Thank you Nick and Wild Vegas for the information provided.

Dear cpaulking,

Could you inform us whenever you receive the payout, please.

Best regards,

Romi

Can I ask for some further clarification while I’m waiting? Why was I told by multiple members of staff that the payment was sent on 29 July?

You can see in the second photo, lower left-hand corner that the casino messaged me on July 23rd that my payout was (finally) approved. Why, after approval, did it take 3 weeks before the money was sent to your 3rd party?

I’m not sure what I have to reply to, but I have not received the money yet

Dear cpaulking,

We will wait for your confirmation when you receive the payout.

Best regards,

Romi

So I just wanna be clear, I don’t know why this conversation is waiting on me. in the series of responses, it currently says waiting on "Cpaulking to respond". as of right now, I have five days and eight hours left Until something supposedly happens.

One week ago the casino representative told us he would "contact the payouts department" for further information … and that’s it. Poof. And now we’re waiting on me? Why isn’t this conversation waiting on Wild Vegas casino to respond with the information they left a week ago to collect?

Why am I even having to ask this question?Why was it just automatically assumed that I’m going to get the payout that you are waiting on me to confirm? You thanked the casino representative for information he didn’t even provide! Any actual "information" he "provided"could’ve been skimmed from their terms and conditions. And now a week later, when my initial payout request was on June 27, it’s just assumed that the check is going to hit the bank and I’ll pop in and let everybody know? Really?

The same day I post these last two comments which honestly, I should’ve said a week ago, is miraculously the same day the money shows up my account.

So it’s claimed have been sent out on August 9 and today is September 13

Even if those dates are close to honest, that’s absolutely horrendous and just slightly worse than lucky legends, yet handled the same exact manner.

"Nick"responds on September 6 (very odd, by the way that casino guru doesn’t actually date these thread responses, but rather, uses word descriptors like "a week" or "two days". It’s almost an extra and unnecessary step for the purposes of what? appearing vague? 🤷‍♂️ it seems like precision would really help in the whole carbonating process, but anywho) and finally sends my payment on the same day, which would take about that long to get here. No response to any of my questions about the absolutely ass-backwards way his casino handles payouts or even stores information regarding them so their customer service can actually be effective. I did imagine expecting any such answers would be way too optimistic, but you gotta hope.

Once again, casino guru, you have served as the literal lifeline to a first name, only pencil pusher who was standing between me and my rightully earned money. Who knows how much longer than September 13 I would’ve waited for my June 27 payout, to anybody reading this choose your casinos very carefully, or you might have to enlist the help of casino guru to kindly ask "Nick" to fork it over.

Hello all.

Dear cpaulking,

I assume that you have not received the payment as of yet, so I would kindly ask Nick and Wild Vegas for some more information regarding this case.

Dear Nick and Wild Vegas could you provide any updates, please?

Best regards,

Romi

the money is in my account, I said it

Greeting all,

As cpaulking says, delivery is confirmed. As to the comments above cpaulking, with millions of players globally mistakes do happen and I am responsible for correcting those mistakes where and when I can. Statistically speaking with the number of transactions happening every moment we do an amazing job keeping things precise and accurate. On behalf of the casino I do apologize for the delay, bank wire transfer and the 3rd party payment system is cumbersome on both ends and payment had been released to them more than a month ago. Once payment is released there is no reason for our service staff to believe that delivery is not forthcoming, generally we are looking at 3-10 business days. This particular payment had stalled within the 3rd party and required additional (and unusual) effort to push payment out their door. Luckily this is the exception not the rule or my life would be considerably more complicated. That said, I'm happy that I could assist in getting you your withdrawal as quickly as possible.

Best wishes,

Nick and Wild Vegas

Hello all.

Thank you, Nick and Wild Vegas, for your cooperation and explanation.

Thank you, cpaulking, for confirming and for using the Casino Guru complaint resolution center. I’m very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system.

Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are 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, 

Romi

Casino.Guru