The player from Germany has requested a withdrawal two weeks ago. It hasn’t been received yet. The issue was successfully resolved, the player received her winnings.
WinVegasPlus Casino - Player’s withdrawal has been delayed.
Amount: €1,500
WinVegasPlus Casino
Safety Index:Very lowSafety 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.
2.5
WinVegasPlus Casino has a Safety Index of 2.5, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
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3 years ago
Translation
Hi there ,
I need your help again. I have on 04.11. requests a payout. It wasn't my first payout. On November 9th I got an email that my money is now on its way to me and that I would have it in my account in 5 days at the latest. The money is not there to this day. When I get inquiries, I keep getting new excuses. The bank doesn't pay out. Change to another bank. The chat is helpless and you cannot communicate directly with the finance department. I would like to have proof of the transaction that I can investigate myself, but this proof is not available. I think this casino is having trouble paying.
Now there is one more problem, my bank account is only open today, after that I will have a new bank account. Then the problem starts all over again.
Please help me.
Many thanks in advance.
Roswitha
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3 years ago
Dear Roswitha,
Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Do I understand correctly that your withdrawal is still pending inside the account without being processed or it has been sent but never reached you?
It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account, especially if it’s your first withdrawal. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it. If your actual bank account closes today and your new one has a different IBAN and account number then the funds should bounce back to your casino account.
Looking forward to hearing from you. Thank you in advance.
Best regards,
Petronela
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3 years ago
Translation
Hello Petronela,
it's not my first payout. I have sent my conversation to Peter and I can also forward it to you again. I have been told that it has been sent and will be in my bank account for the next 5 days. That was on November 9th. What makes me a little insecure are the many excuses. The bank would not send the money. There would have been a problem there for a long time. You want to change the bank. But there is no proof that it was transferred.
Kind regards
Roswitha
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3 years ago
Thank you very much, Roswitha, for providing all the necessary information. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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3 years ago
Hi Roswitha,
I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite VegasPlus Casino to the conversation to participate in the resolution of this complaint.
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3 years ago
We would like to ask VegasPlus 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, the complaint will become ‘unresolved’ which may negatively affect its rating.
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3 years ago
Translation
Hi Peter,
The following status is currently: the money was given to me on November 25th. Transferred back to my Spier account after a processing time of 21 days. On the grounds that my BIC was wrong, which is not true. I had pointed out several times that my account on November 24th. is closed. There was no response. I have on 11/25 I immediately made a new payment request, which I then received on November 30th. was confirmed with the note that the money is now on its way to me. To this day there is still no money. Now I'm waiting again. !!!!
Roswitha
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3 years ago
Translation
Hi Peter,
the money has arrived in my bank account. Thanks for the support. I wish you and your team a wonderful Christmas. Thanks again .
With best regards
Roswitha
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3 years ago
Hi Roswitha,
Thank you very much, we wish you a beautiful Christmas too 🙂. I'm glad to hear that you received your winnings. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.
Best regards,
Peter
