BoVegas Casino - El jugador tiene problemas con los retiros.

I requested a withdrawal of EUR 1'000 to my bank account on 01/07/2022 after the account was verified and all documents were submitted and checked. In addition, EUR 2,000 remained in my gaming account.

Today, after almost 2 weeks, my first withdrawal request was processed and I was told in the mail that only EUR 400 would be paid out and the remaining money would be credited to my account, but I only got back 300 of the remaining 600 euros. I have now made a new withdrawal request for EUR 2,000 because the weekly withdrawal limit is so much, but it has not yet been processed.

Ich habe am 07.01.2022 eine Auszahlung auf mein Bankkonto über EUR 1'000 beantragt nachdem das Konto verifziert wurde und alle Dokumente eingereicht und überprüft wurden. Zudem verblieben EUR 2'000 auf meinem Spielkonto.

Heute, nach knapp 2 Wochen wurde meine erste Auszahlungsanfrage bearbeitet und in der Mail wurde mir geschrieben dass nur EUR 400 ausbezahlt werden und das restliche Geld meinem Konto wieder gutgeschrieben wird, jedoch habe ich nur 300 von den 600 restlichen Euro zurück erhalten. Ich habe nun eine erneute Auszahlungsanfrage über Euro 2'000 gestellt da das wöchentliche Auszahlungslimit soviel beträgt aber diese wurde noch nicht bearbeitet.

Dear Robin,

Thank you very much for submitting your complaint. I’m very sorry to hear about your problem. Have you accumulated your winnings with or without an active bonus?

Have you received any explanation from the casino regarding those missing €300? If there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.

Additionally, I would like to point out that it’s quite usual for withdrawal, 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. We usually ask players to be patient and wait at least 14 days after requesting the withdrawal, so there is enough time for a casino to process the payment.

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,

Kristina

Dear Robin,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.