Always Vegas Casino - La retirada del jugador se ha retrasado.

Received a VIP bonus to my account. Casino support helped me add it to my account. I met the wagering requirements and made a deposit to satisfy the terms and did not request more than I was supposed to request. The withdrawal still shows as pending in my account, and every time I ask about it, I’m told that a VIP manager was notified and that they should be reaching out. I have yet to hear from a VIP manager.

Dear bjulin63,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Do I understand correctly that the withdrawal is still pending inside your account without being processed? 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?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but more than a month is an unusually long time.

However, I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

PS: I adjusted the disputed amount from 100 BTC to approximately 100 USD in BTC currency. I hope it's correct.

You are correct. It’s 100 usd. The casino has offered nothing in the way of explanation. They only tell me to wait for a response from a vip manager

Thank you very much, bjulin63, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) 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.  

Hello there,

Thank you bjulin63 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Always Vegas Casino for their help in resolving this complaint. We would like to know why is this withdrawal taking as long as it is and if we can do anything to help make it quicker.

Thank you!

The casino finally processed the withdrawal today, but it shows as pending still 18 hours after processing.

So now, after the casino finally processed the withdrawal, I have learned that they processed it to themselves. The wallet address they said I provided is the same address from which the transaction came from. It was a new wallet and it just looped back.

I would advice to let the support now what happened and trying to request the money once again, it might have been a simple mistake on their side. I'm still trying to contact the casino but to no avail, I'm doing everything I can but I'm afraid there is not much that can be achieved without cooperation from its side.

Keep me updated on any developments to your situation, thank you in advance!

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.

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Peter