I made a separate application for $2000 and $1000 to withdraw $3000, of which $2000 was received, but the remaining $1000 was not received at any time.
I contacted their support, but there was no response.
The parent company of this casino is SGinternationalNV and the casino's representative must be concurrently employed. Please explain what is going on.
Hi, how long are you waiting for the 1000$ you still have to withdraw ? How long did it take to get the first 2000$ ? If it's not long I wouldn't be skeptical yet since you already got the bigger part. But if it's been longer than 14 days, you know you can turn to us.
However, in this case we would certainly need an answer from the casino as to why this is the case and since you have not received any so far, we can only guess without that.
I will wait for the response.
Maybe it was because the casino representative saw this post, but I finally received the money.
Hello dear andandjonnyx! Thanks for your patience. The rest of your withdrawal was under review of our team. As soon as it was checked and approved we sent it to you.
Maybe it was because the casino representative saw this post, but I finally received the money.
I see that the casino answered you here and explained why there was a smaller delay and everything is fine when you got your money.
You won quite a nice sum, so hopefully you will enjoy it and there will be no more problems in the future. 🙂
Thanks for sharing. I just can't find what the reason was for not paying you in your case.
Did they even tell you?
Dear eyegetoksandrapam
We regret that your experience was spoiled.
But anyway let us explain the reason of withdrawal delay. Unfortunately we faced some issues with spammers. When the problem was resolved, we found your reply with Proof Of Address.
To this moment the withdrawal was cancelled by you and the balance was played.
You can always contact our support chat and we will do all our best to change your opinion about VegasCoin Casino
You know I would be so harsh on them. As far as I can tell from the latest response here on the forum, it seems the casino representative cared to let you know.
Since I'm not fully familiar with the background, though, I appreciate your feedback and thank you for sharing it with us. 🙏
I am unable to get a response from this casino regarding my pending verification documents. Chat has been unavailable for over a week regardless of their claim that it's available 24/7. No response to email sent over a week ago. They did however respond to my review and were dishonest so I feel it's important to warn people. Do not deposit money here.
Hi, we give casinos 14 days to resolve the account verification process, but if you try to enquire and they don't reply for a week, I don't think that's the best thing for them.
However, do you have any money you want to withdraw in the casino and therefore you have to verify first ?
If you still have a problem and the casino can't get back to you, let us know and we will try to help you.
Hi Jaro thanks for your response. I originally submitted my documents along with a withdrawal request that I eventually just wound up playing. That was eleven days ago. I just checked again today and my documents are still in pending status, and chat is there but disabled. The fact that they suggested they sent me some sort of link and that their chat is available 24/7 in response to my review is blatantly false. I have no interest in playing there anymore so I don't need to file a complaint to try to complete verification, I'm just hoping other people don't fall victim to depositing there or sending personal information to them. I consider them rogue at this point.
Should we provide the screenshots showing that we tried to get in touch with player?
tamalamaland123 registered on 31 of January
We sent the verification link via email on 2nd of February
And there was only 1 active chat with player on 1st of February, which is 1 day after registration.
Jaro let us know where we should provide the proofs.
Hello there,
Could you perhaps address the player and help her out, or explain the next course of action? This is something we can't provide in any other way aside from the complaint, which, as informed, provides you with 14 full days to deal with the player's issue.
Despite that, I'd say the key point is to find the solution if possible. To avoid unnecessary misunderstandings, complications, or even the complaint.
Please turn to the player, you have the chance now.
Hi Jaro thanks for your response. I originally submitted my documents along with a withdrawal request that I eventually just wound up playing. That was eleven days ago. I just checked again today and my documents are still in pending status, and chat is there but disabled. The fact that they suggested they sent me some sort of link and that their chat is available 24/7 in response to my review is blatantly false. I have no interest in playing there anymore so I don't need to file a complaint to try to complete verification, I'm just hoping other people don't fall victim to depositing there or sending personal information to them. I consider them rogue at this point.
Hi there,
I hope the casino representative embraces this chance to clear out all details, and perhaps help you out if this situation. 🙏
Thank you Radka, I received an email this morning with the link to complete verification. What I don't understand is why it took two weeks and this conversation for them to simply resend the link if it was a mistake on my part or theirs. Also, the reason there was only one chat communication, is because chat has not been available this entire time since the initial contact.
I appreciate your assistance here and wonder why the focus of the casino was to be "right" rather than proactively communicate with me and resolve the problem. I won't be playing at this casino any further, but am grateful for Casino Guru helping to encourage communication.
Hello!
I am so glad it worked. You know, I couldn't help but get involved because I thought the cause of all this fuss might be a fairly straightforward (or stupid) issue.
If you don't mind, I'll leave your question for the casino, if you catch my meaning. 🙂
In any case, we are here, quite responsive - if you ever need something or perhaps want to help someone else, don't stay aside. 😉
Lack of quality in customer service
My point is specifically related to a possible lack of preparation of the 24x7 chat agents (with the exception of one person).
I registered at this casino, I won, I sent my documents for validation and requested a withdrawal.
In an initial live chat conversation, I was informed that I had to wait 24 hours for my documents to be reviewed. She also asked me for proof of residence from up to 6 months ago, and I sent it right away. I asked if the attendant could review them at that time, and she told me no. Up until this point, everything was fine.
In a second conversation, I asked another attendant if she could review my documents; and she informed me that my proof of residence should be up to 3 months old. This is already an error, as it involves disconnected information between the attendants. I informed her that the other had allowed me to send a 6-month one, and only then did she accepted (after I lost time looking for a different proof of address). Furthermore, she reviewed the documents immediately and approved them! In other words, the first attendant may have had a possible "lack of will" to help me. I asked how long it would take for my withdrawal to be approved, and she said it would take up to 24 hours from approval. From the moment I requested the withdrawal, the status on the website is: "Autopayment". A dubious expression, since with it I understand that my payment will be automatic (as it is with a virtual wallet) after their approval.
Finally, I got into a chat with a third agent, who said that my withdrawal had already been approved by them. However, I should wait 48 hours, on average, to receive it in my digital wallet. Furthermore, he said that this is an average, and they do not commit to any deadline.
In other words, every time I entered the chat, I had new or different information, and the whole situation would not have happened if all the agents were extremely clear about the procedure for withdrawing from the site.
I suggest that they evolve in this regard, and I await the payment of my withdraw, before I open a complaint in this website.
Hi, I have read your situation and I have to start by saying that we give casinos 14 days to complete the withdrawal process. So I wouldn't be skeptical or sad when it only takes a couple of days and you still had to verify what you successfully completed pretty quickly I would say. On the one hand I would also mention that it is great that the chat answers you, but on the other hand I understand that it is not nice if you keep getting another answer. Have you tried checking the Terms and Conditions how it's written there ?
Anyway, now we will wait for the money to arrive since you wrote that the withdrawal was approved. Be sure to let me know when that happens.
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