Las Vegas USA Casino - La retirada del jugador se ha retrasado.

Good afternoon, I requested a withdrawal 3 weeks ago, this time has passed and nothing has arrived, I played a no deposit bonus, which allowed me to withdraw $100 but the terms stated that I had to deposit $25 and play it 5 times the deposit in order to withdraw the minimum of $150, after a few days I received a notification that I could only withdraw 100, but to date, nothing has happened, please help me.

Buenas tardes, hace 3 semanas solicite un retiro, ha pasado este tiempo y nada me llega, jugué un bono sin depósito, el cual dejaba retirar $100 pero decía en los términos que había que depositar $25 y jugarlo 5veces el deposito y ahí te dejaba retirar los $150 que es lo mínimo que puedes retirar, luego de unos días me llego la notificación que solo podía retirar 100, pero hasta la fecha, ayúdame

Dear gabrirome595, 

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. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification? 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, 

Veronika

Hello, nothing has been withdrawn, the KYC verification has not been done yet, I played the winnings with the welcome bonus without deposit, then I deposited so they can verify the account, but until today I have not had a message.

Hola no ge retirado nada, la verificación KYC aun no me la hacen, las ganancias las jugué con el bono de bienvenida sin depósito, luego depósite para que verifiquen la cuenta, pero hasta hoy no tengo un mensaje.

Have you contacted customer support regarding your withdrawal issue? If so, please forward any relevant communication to veronika.l@casino.guru. Alternatively, you may post screenshots here. Thank you.

I have communicated via live chat but it says that they don't know anything about banking, I have written to the email and they never answer me.

Me he comunicado por chat en vivo pero dice que ellos no saben nada de banca, he escrito al correo y nunca me contestan.

Thank you very much, gabrirome595, 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 the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello there,

Thank you gabrirome595 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Las Vegas USA 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!

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