The player from Italy is complaining the withdrawal process due to a limit of €1,500 per week. The player decided he is no longer interested in our help, therefore we rejected this complaint.
WinVegasPlus Casino - Player’s dissatisfied with withdrawal limit.
Amount: €1,500
WinVegasPlus Casino
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2.5
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Case closed
Our verdict
Other
REJECTED
Case summary
3 years ago
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3 years ago
Translation
BREACH OF THE TERMS AND CONDITIONS OF THE VEGAS PLUS CASINO, SPECIFICALLY ARTICLE 7.5
7.5. The minimum amount to make a withdrawal is 300 euros. Withdrawals of earnings and bonuses derived from free bonus money prior to making the initial deposit are limited to a maximum of 150 euros. Any accumulated winnings greater than 150 euros of bonuses prior to making a deposit will be eliminated when the maximum win amount is reached. In order to withdraw the winnings generated from free bonus money prior to the initial deposit, the player must make a successful deposit. Currently, up to € 1,500 in earnings per calendar week can be withdrawn. You can make up to 4 withdrawals per month at no cost. For each additional withdrawal transaction, you will be charged a commission of 60 euros. From time to time we may change the minimum amounts mentioned above at our discretion. In the event that a customer has a pending withdrawal or a withdrawable balance, the deposit limits and / or withdrawal limits cannot be altered.
BASED ON THE ABOVE I SET OUT THE FACTS OF THE SITUATION.
- REQUEST A WITHDRAWAL ON 05/06/21
- IT WAS PROCESSED ON 05/09/21, LEAVING A POSITIVE BALANCE IN MY ACCOUNT OF 1,500 READY TO REQUEST A NEW WITHDRAWAL
- ART 7.5 OF THE TC SAYS THAT YOU CAN MAKE WITHDRAWALS PER NATURAL WEEK, WELL AS THAT WEEK HAVING TRANSACTIONED, THE SYSTEM DOES NOT LET ME MAKE THE REQUEST FOR WITHDRAWAL, WITH WHICH THEY ARE BREACHING THEIR OWN TC AS FOR WITHDRAWALS
FOR ALL THE COMMENTS ABOVE, the casino is requested to comply with its own terms and to request the withdrawal of 1,500 euros.
Automatic translation:
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3 years ago
Dear ANTONIO,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Unfortunately, we cannot help you in this case, because withdrawal limits are managed by the casino exclusively, and we don’t have the competency to change them. There is not much more we could do if the casino is paying your winnings out in installments.
Please let me know if I have overlooked something or misunderstood the issue, otherwise, I will be forced to reject this complaint. Thank you for your understanding.
Best regards,
Kristina
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3 years ago
Translation
We received this email from AMS2012:
"THE COMPLAINT WILL BE: THE PLAYER IS NOT SATISFIED WITH THE EXTENSION IN TIME FOR THE WITHDRAWALS IN BREACH OF ART. 7.5 OF ITS TERMS AND CONDITIONS.
NOTE. the limit is correct because that is how their TC establishes it, 1,500 a week, the problem is that they do not comply precisely that week, with their current system and I explain it better below
Good morning, I do not mean to change the limits of the casino, I mean that the article that I have mentioned is not fulfilled within the established deadlines, of one withdrawal per week and I will give the example again.
REQUEST A WITHDRAWAL ON 05/06/21
IT WAS PROCESSED ON 05/09/21, REMAINING A POSITIVE BALANCE IN MY ACCOUNT OF 1,500 READY TO REQUEST A NEW WITHDRAWAL.
05/16/21 A NEW WITHDRAWAL HAS BEEN REQUESTED
to 05/16/21 STILL NOT PROCESSED
therefore it is evident of a breach of the mentioned article "
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3 years ago
Thank you for your email, AMS2012. Please understand, it’s quite usual for withdrawal, to take a couple of days or even weeks to get fully processed. This term just means that you can request a new withdrawal each week.
Do I understand correctly that you have already successfully received your first withdrawal?
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3 years ago
Translation
As I said, the first if the second does not.
Even so that withdrawals are delayed, Article 7.5 the procedure makes it very clear, so I understand that it is not a reason to delay so many days to process a second withdrawal, hence its non-compliance with its TC.
CLARIFY. The issue of non-compliance is in reference to the term stipulated by their own TC and then does not conform to what is stipulated in the contractual relationship when the TC are accepted and which are binding and mandatory for both parties. Not to the amount since their TC makes it very clear 1,500 per week, just as this is strictly complied with in the opposite sense, Article 7.5 is questionable its compliance by the casino
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3 years ago
Translation
We received this email from AMS2012:
"I CLARIFY THE FOLLOWING CONTRIBUTION:
REQUEST A WITHDRAWAL ON 05/06/21
IT WAS PROCESSED ON 05/09/21, REMAINING A POSITIVE BALANCE IN MY ACCOUNT OF 1,500 READY TO REQUEST A NEW WITHDRAWAL.
THE SYSTEM HAS NOT ALLOWED TO REQUEST A WITHDRAWAL UNTIL 05/16/21
as of 05/19/21 STILL NOT PROCESSED
Therefore between 09 and 19 more than 7 days have passed. (One week according to their TC)
Another issue WITHDRAWALS IN 24 HOURS in this case they have taken 72 hours and without processing
THE TRAP COUNT 8 HOURS OF WORK PER DAY what they do 3 days. "
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3 years ago
AMS2012, please understand we cannot punish the casino for their withdrawal limit as long as you are being successfully paid out. Also, I would like to point out, that it can take a few days to complete the withdrawal and we usually advise players to wait at least 14 days.
If you don' receive your second withdrawal within this time frame, please let us know and we will intervene.
Lastly, I would like to ask you to reply to your submitted complaint inside the existing thread and not by sending emails to all our available email addresses. Replying inside the thread is the easiest way for us to link all the relevant information to the correct issue and to collect important details and data in one place.
I see that you have already managed to respond to the complaint, but in case you won't be able to do so in the future, please send emails to my email address kristina.s@casino.guru only.
Thank you for understanding and your cooperation in this matter is highly appreciated.
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3 years ago
Translation
We received this email from AMS2012:
"The reason for sending emails is that I cannot answer through the direct thread. I wanted to clarify that you did not send emails to all addresses, I have sent them to the general mailbox and with a copy to you.
With all due respect, the terms and conditions is a binding document for all parties, so the casino has to comply with them or, failing that, change them.
Unfortunately I cannot agree, since 14 days are not provided in your TC, if this part does not meet your TC, they would close my account and confiscate the winnings or in other words, by way of example, if the bet The maximum allowed with bonuses is 5 euros, and I make it 6 euros (I am in breach), so the casino would hide behind its Tc, to act.
Anyway, make the complaint in A ***, (they did not put as many problems as you), the casino reacted immediately and gave the payment order
So this claim can be closed with a score of 0 points towards GURU casino, for not knowing how to handle this complaint "
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3 years ago
I am truly sorry you feel this way and that we couldn't help you in accordance with your expectations, but please understand we have our own procedures for dealing with complaints from players. I am closing this complaint as per your explicit request, and I wish you the best of luck with receiving your second withdrawal.
