BluVegas Casino - El retiro del jugador desaparece después del cambio de propiedad del casino.

The casino went down for maintenance the week after my withdrawals were made. When it went back online the casino was owned by a new company.

I continued playing with them and won more money that is still pending. Out of curiosity I went to check on my pending withdrawals and the ones I had made before the new ownership did not appear on the pending withdrawal section. I asked chat about them and they were not able to see them neither. They were supposed to get back to me via email but never have

At the moment there is 1600+2000 withdrawn to my Muchbetter account that is no where to be found. I also have 4700 withdrawn via crypto that is pending.

Please help me

Dear ston98dd,

Thank you very much for submitting this complaint. I'm sorry to hear about your issue with BluVegas Casino.

Could you please advise if your entire transaction history disappeared after the maintenance?

Did you save any screenshots of the pending withdrawals prior to the maintenance? Or do you have any emails confirming the approval of your withdrawal requests? If so, please forward it to veronika.l@casino.guru. Alternatively, you may post the screenshots here.

Have you made any successful withdrawals from this casino before?

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

Best regards

Veronika

I do not have any screenshots. The casino always paid me larger ammounts without issue. It's really when they changed owners that this happened.

I just received an email that they processed a withdrawal for 2000EUR. I have not gotten it yet, but maybe its one of the missing ones.

Hello

I just checked and they only paid 2000 via crypto and not the ones from before the new ownership

Could you please advise when you requested a withdrawal of €2000? Was it prior to the maintenance or after it?

I understand you have no screenshots, but have you checked if you received any emails from the casino that your withdrawals were approved? Kindly understand that without any evidence whatsoever it would be close to impossible to confront the casino and request your winnings to be paid out.

The Muchbetter withdrawals were prior to the maintenance. There were 2 withdrawals missing before the maintenance, 1 for 2000 and one for 1600.

After the casino opened again, I redeposited with them like I always had in the past. I was able to win nearly 5000 more which they have been paying in increments (I can see the payments in the pending withdrawals.)

The only thing missing is the Muchbetter withdrawals which do not appear anywhere anymore. The new ownership must surely be aware of their customers previous balances? I just would like to speak to a rep who would know because unfortunately chat was not able to help me with this issue

Thank you very much, ston98dd, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@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 in the near future.

Dear ston98dd,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a BluVegas Casino representative to join this conversation and participate in resolving this complaint.

Dear BluVegas Casino,

Could you state why the player's withdrawal has not yet been paid out and when he can expect the payment? Could you have a look at the player's Muchbetter missing withdrawals?

Thank you in advance for providing the information.

Kind regards,

Stefan

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.

Dear ston98dd,

Your money is in your balance, you just need to request a withdrawal!

They where moved there because of the licence switch. 🙂

Regards,

Paul

Ive now re requested the withdrawals

I will update the thread when paid

Dear ston98dd,

Thank you for your response and the information provided.

I am awaiting your response.

Kind regards,

Stefan

Dear ston98dd,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I have received all payments

Thank you very much

Dear ston98dd,

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,

Stefan