The player from Germany requested a withdrawal almost three weeks prior to submitting this complaint. It has not been processed yet. The player has confirmed receipt of the payment, so we closed this complaint as resolved.
WinVegasPlus Casino - Player’s withdrawal has been delayed.
Amount: €3,259
WinVegasPlus Casino
Safety Index:Very lowSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
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Hi good afternoon,
I am Fully Verified(KYC) and have received multiple payouts from Vegasplus and this has not been a problem so far.
I deposited €50 on October 6th, 2022 and played with a 90% deposit bonus or it was an 85% deposit bonus, unfortunately I don't remember exactly because it was more than 2 weeks ago. I can't remember if I won with real money or bonus money. In any case, I always converted the profit with bonus money (with allowed games and allowed use). I applied for my payout on October 6th, 2022 in the amount of €1499.99, unfortunately my payout was not processed until today, October 24th, 2022. In addition to my requested withdrawal of €1499.99, I still have €1760 in real money in my player account. which I would also like to pay out, but you can only pay out a maximum of €1500 per week, so the total is €3259.99. I contacted the live chat(agent) several times last week in the period 10/19/2000 - 10/21/2022 and asked why my withdrawal is not being processed. I was told that all payments are currently delayed and that the bank has been informed and that I will receive the payment by the end of the week (i.e. October 21st, 2022). Unfortunately my payout from 06/10/2022 to today 24/10/2022 18:30 CET was not processed.
I took some screenshots of the conversation
I don't know a username, I only have my email address: T***@gmail.com
Sincerely, Thomas H.
Edited by a Casino Guru admin
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1 year ago
Dear thomash95,
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. Have you made any successful withdrawals before?
Could you please advise what is the current status of your withdrawal request? Is it marked as pending or processed in your account?
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 year ago
Translation
Hello Kristina,
Yes, I have already requested several withdrawals and they have also been paid out. See the screenshot
I checked yesterday on October 24th, 2022 and my payout was still being processed, so I contacted the casino by email and asked about my payout request.
Today on October 25th, 2022 I checked my profile again and my payout was rejected.
I also got an e-mail from the casino that I would like to send you the e-mail. Please give me an e-mail address for this case.
Now I have seen that my withdrawal limit has been reduced to €400 and I can now request a withdrawal again and I will do so.
I have read in the terms and conditions that the withdrawal limit may not be changed if I have already requested a withdrawal.
But this was done. I requested a payout on 10/06/2022 of €1499.99 which was still being processed until 10/24/2022 and today on 10/25/2022 the payout was canceled and I can only request €400
Best regards
Thomas H
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1 year ago
Translation
Hello casino guru,
I wanted to inform you that I have applied for a new payout on October 25th, 2022 in the amount of €400.
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1 year ago
Thank you very much for your reply, thomash95. Do I understand correctly that you received your last successful withdrawal in September?
Additionally, you can forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.
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1 year ago
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Hello Kristina, yes that's right I got my last payment which was approved at the end of September, as you can see on the screenshot with the transactions.
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1 year ago
Thank you very much thomash95 for your cooperation. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.
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1 year ago
Dear thomash95,
This is Tomas and from now on, I will be taking care of your complaint. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite a VegasPlus Casino representative to join this conversation and participate in the resolution of this complaint.
Dear VegasPlus Casino,
Can you please provide an update on the status of the player's withdrawal?
Thank you in advance for providing the information.
Kind regards,
Tomas
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1 year ago
Translation
Hello everyone,
I wanted to let you know that I got an email from Vegasplus
My withdrawal of €400 has been processed and should be coming in the next few days I'll keep you updated as soon as it's in my account
Kind regards
thomas h
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1 year ago
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Hi good afternoon ,
I received the first payout of €400
Kind regards
Thomas H
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1 year ago
Hello thomash95,
I'm glad to hear that!
I will now extend the timer for an additional 7 days. Please continue to keep us updated on upcoming payments.
Best wishes,
Tomas
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1 year ago
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I can only request my next payout in 7 days. See the screenshot
On the screenshot you can also see that the first payment of 400 € has been approved!
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1 year ago
Dear thomash95,
Wish you keep this complaint open until you receive the payment in full? If that is the case, I will set the timer for an additional 7 days and will do so each week after your confirmation of receipt of the payment.
Thank you.
Kind regards,
Tomas
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1 year ago
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yes I would like to leave the complaint open until I have received the full amount. I will reply in good time and provide information every week about the status and how the payment is going.
Thank you and best regards to the entire team
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1 year ago
Thank you, thomash95, for confirmation.
Please update me next week on the status of another withdrawal.
Kind regards,
Tomas
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1 year ago
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Payment has not yet been processed. It has been requested since November 10th, 2022. I will contact you if there is new information
Kind regards Thomas
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1 year ago
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Hello team,
The withdrawal of €400 on 11/10/2022 has been approved! I'll keep you posted when I request a new payout next week!
Kind regards
Thomas
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1 year ago
Thank you, thomash95, for your confirmation.
I will now extend the timer for an additional 7 days. Please continue to keep us updated on any developments.
Best wishes,
Tomas
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1 year ago
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Hello team ,
I wanted to let you know, I've just requested the next payout
If the payout has been approved, I will let you know immediately,
Thanks and have a nice weekend everyone
Kind regards
Thomas H
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1 year ago
Thank you, thomash95, for confirmation.
Please update me then on the status of the withdrawal.
Kind regards,
Tomas
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1 year ago
Translation
Hello Tomas,
I would like to inform you that my payment from November 25th, 2022 has not yet been processed. now 7 days have passed. Normally this will be processed within 5 business days. I will keep you up to date if I know anything new, I will report immediately.
Kind regards
Thomas H
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1 year ago
Hello thomash95,
Thank you for informing me. Hopefully, the payment will be processed soon.
I'll be waiting for your updates.
Kind regards,
Tomas
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1 year ago
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Hello Thomas,
My payout has been approved and should be here in the next few days, I'll get back to you as soon as I can and let you know when the money is in my account. Thank you and have a nice evening 🙂
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1 year ago
Translation
Hello Tomas,
I received the payout of 400€, next week I will contact you again about the payout.
Thank you and good evening
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1 year ago
Hello thomash95,
Thank you for your confirmation.
I will now extend the timer for an additional 7 days. Please continue to keep us updated.
Best wishes,
Tomas
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1 year ago
Translation
Hello, good day, there is a problem, unfortunately I can no longer open the website because I deleted my cookies and cache and now I cannot request a payout, I have already written to support! I don't know how to solve the problem. can you help me with that?
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1 year ago
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Extension of the screenshots :
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1 year ago
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Extension of the screenshots :
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1 year ago
Hello thomash95,
Please let me know if there is any progress with your discussion with the casino support team. So far, we have not received any response from them in the complaint thread. Thus I will now try to contact the casino's representatives on Skype and will keep you updated on any developments as well.
Kind regards,
Tomas
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1 year ago
Translation
I wrote to the support that I don't have access to the website, so I gave him several links or domains, he did this and gave me several internet addresses, but unfortunately all the pages/web addresses are not available for my region! Unfortunately, I can't get into the site because access is blown away from my region, although it worked normally before and Germany is allowed in this casino, the casino representative also said that it is currently the same for several players from Germany Having problem and players can't access the site, I asked if it would be possible if I could use VPN to request my withdrawal (only request withdrawal, and don't deposit and don't play) he told me I can do it because it wouldn't be possible at the moment, but the casino representative said if I use VPN there could be technical problems with the payout, that the credit is deducted from the player account in the casino but does not go to my bank account, I'm a bit confused unfortunately I know vpn me out, unfortunately the or a representative does not report and write here on this complaint to explain the problem solve it or make me another suggestion as to how I can request the payment. I also asked how it would be if I closed my account completely but he said to me that would not be possible at the moment because I have funds in the player account, but as I understand the casino responds to complaints to Askgamblers! Would it be possible for Casinoguru to contact Askgamblers or do I have to write a new complaint to Askgamblers myself? Somehow I don't know what I should do I could use VPN but the risk is somehow apparently big said the agent / representative from the casino, I could go abroad that is not far from me and then try to log into the site there and request a payout.
if you still need documents from me we have screenshots i took some and emails i have from the casino, i am happy to email them i just need a current address from you thanks and best regards i am grateful for any tips or suggestions from you
Best regards
Thomas H
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1 year ago
Dear thomash95,
There has been no response from the casino so far. I have now also attempted to contact the casino via Skype and so will extend the timer one last time with the hope that we can get your complaint resolved.
Anyway, I don't recommend you use VPN and cannot recommend you anything else that could potentially lead you to change your IP address. Without the casino's cooperation, there is not much that can be done.
In the meantime, please let me know if there are any developments.
Kind regards,
Tomas
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1 year ago
Translation
Hello Thomas,
I have now received an email from the casino a waiver,
why should I sign this, I don't understand it! why should I give up my winnings?
I am sending you the email to ask for clarification on what is meant by this document, thank you for your reply
Kind regards
Thomas
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1 year ago
Hello thomash95,
I've sent you an email regarding your concerns. Kindly check.
I will now extend the timer. Please keep me updated on any developments.
Kind regards,
Tomas
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1 year ago
Translation
I have written to the casino and realized that this form was filled with my wrong address and I will notify them when I have a new form and have filled it out
Thank you Merry Christmas
thomas h
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1 year ago
Hello thomash95,
Thank you for updating us on the situation. Please let us know of any developments.
Happy holidays!
Kind regards,
Tomas
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1 year ago
Translation
hello good morning thomas,
I have now received a new document(form) with my correct address I am filling it out today and will send it to the casino I will update it as I get information
thank you and have a nice time and thanks for the help
Good day, best regards
thomas h
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1 year ago
Thank you, thomash95, for providing the information.
As we have holiday times now, I will extend the timer for an additional 14 days in order to give all parties enough time to solve this matter.
Kind regards,
Tomas
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1 year ago
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Document was signed and sent 2-3 days before New Year's Eve!
I'm currently waiting for the answer thanks
Best wishes
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1 year ago
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I received response from the casino, the casino received the documents from me and my withdrawal was forwarded to the finance department. I will report as soon as I have received my money!
Good evening
Kind regards
thomas h
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1 year ago
Thank you, thomash95, for providing the information.
I believe your next response will be a confirmation of receipt of the payment.
Kind regards,
Tomas
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1 year ago
Translation
Hello Thomas, I can only agree with you and confirm what you said,
I received my payment today.
I'm happy and grateful that everything worked out.
I thank you for your effort and I wish you a good evening,
Kind regards
thomas h
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1 year ago
Dear thomash95,
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,
Tomas
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