EddyVegas Casino - El jugador tiene dificultades para retirar sus ganancias.

Hello Casino Gurus!

I seem to be running into a communication/resolution issue with EddyVegas Casino.

On January 22nd, 2023 I deposited 500 usd via BTC and won 1950 USD playing slots. Since my win, the withdraw function has never been enabled.

After being verified and contacting staff , they instructed me via e-mail on (JANUARY 25TH 2023) to deposit a minimum of 10 USD in order to activate the withdrawal function which I found odd as I had already deposited 500 USD via the same method.

I followed the instructions and on the same day I made that deposit to my surprise, the withdraw function was still not available.

I then re-contacted staff and they followed up asking for a screenshot of the withdrawal page.

I sent the screenshot the same day and did not receive a reply until I contacted them several times again with a summary of what has happened until that point. I received several replies asking me for the same screenshot I had already provided 3 times in total.

I then tried contacting them through LIVE chat which NEVER opens me up to a live agent.

I then followed them on Twitter to see if I can get support through there and to my surprise , they used MY NAME to advertise my " big win " on twitter which I find very misleading as it was never paid.

Yesterday I tried to e-mail once again and was happy to see a reply today, only it was not the reply I was hoping for.

Eddyvegas asked me to make yet ANOTHER minimum deposit of 10$ USD via the same method.

At this point I decided to ask you guys for help as I do not know where this rabbit hole ends.

I have uploaded 2 screenshots of e-mails dated a month apart of EDDYVEGAS asking me to make these minimum deposits and a 3rd screenshot showing a general overview of how many times I have tried to contact them .

I feel like I am going in circles here and I still do not have a withdrawal function.

Thank you in advance

Gaetano M.

Dear Gatesey87,

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. Do I understand correctly that you are not able to request a withdrawal at all? Have you made any successful withdrawals before? Have you accumulated your winnings with or without an active bonus?

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

Hello, This was actually my first ever deposit with Eddyvegas.

You are correct, I cannot withdraw by any means.

I did NOT claim a bonus as all the funds were won with my own deposit funds.

thank you!

Thank you very much, Gatesey87, for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear Gatesey87,

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

Now I would like to invite an EddyVegas Casino representative to join this conversation and participate in the resolution of this complaint.

Dear EddyVegas Casino,

Could you please state why the player's withdrawal has not yet been paid out and when he can expect the payment?

Thank you in advance for providing the information.

Kind regards,

Stefan

Thank you Stefan! Appreciate your time dealing with this matter.

Looking forward to a resolution!

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 player Gatesey87

We are sorry to hear about your withdrawal experience at EddyVegas.

After investigating this case, we understand that there was an issue where you were not able to find a withdrawal method on your account. However, we assure you that once a deposit has been made (in your case via bitcoin), you are also able to make a withdrawal using your bitcoin wallet address.

Our support team had tried to come in contact with you on a number of occasions, unfortunately were not able to get through to you.

Having said that, we have confirmed that we have processed a withdrawal into your bitcoin wallet.

Do let us know if you face any additional issues, and again, apologies for the inconvenience caused.

We hope you continue to play at EddyVegas.

Dear Gatesey87,

Could you please confirm if you have received the payment?

Thank you very much in advance.

Kind regards,

Stefan

Hello to both parties.

I would like to make clear that I have submitted to Casino Guru screenshots of my replies to Eddyvegas casino.

I had also made the Extra deposit of 10$ via BTC to activate the withdrawal and yet the function was still not available.

As I have indeed received the payment in my blockchain today without any extra action on my end from the beginning of this complaint further proves I had already done everything Eddyvegas had asked me to.

I would like to thank both parties to a successful resolution to this complaint!

have a great day!

Dear Gatesey87,

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.

Kin regards,

Stefan