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

I requested withdrawal on the 2nd of June. The withdrawal is still pending and according to their records no one has done anything since I requested it. I have spoke with them on numerous occasions and it started with 5 to 7 business days. Now they can't give me a date all they tell me is it is delayed. Something about batch of payments and they will let me know... I can not get anyone to give me any information. Have all correspondence via email with the casino and can screenshot anything further.

Dear Lizzie1270, 

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

This is my first withdrawal on a straight cash deposit with no bonus of any kind. I have completed all kyc requirements and according to them my withdrawal is accepted and verified. They say the reason for the delay is a batch of payouts that are waiting on a date to be released. I have been told this every day since the middle of last week. I asked for an estimate and they can not give me any idea when I will receive my winnings. Thanks in advance.

This is the information I have access to at the casino pertaining to my withdrawal. As it clearly says last update was the day I requested it. If you need anything further just let me know. Thanks again

Spoke with support via email again this morning. Same story as the last time. It is almost as if these responses are scripted or they are form emails. It is the exact same email as the other day. I told them I need a different response to my email regarding my payout.. still no information in regards to how long before they send my winnings. Any help with this is greatly appreciated.

Thank you very much, Lizzie1270, for providing all the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@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 Lizzie1270,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Las Vegas USA Casino representative to join this conversation.

Dear Las Vegas USA Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

Thank you and am very grateful for any and all help with this matter....if you need anything do not hesitate to ask....

Regards

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.

As of today I have gotten no response from any emails I have sent and when I try to talk with them via chat I get no answer there as well. I can still access the website and the withdrawal still shows pending and no contact since the date i requested it. June 2,2024. I am at the end of my rope with these guys! I need the winnings and I can't even get a return email or chat now. Bad business!

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,

Mirka