Las Vegas USA Casino - La retirada del jugador se retrasa.

These people are 100% scammers. They've scammed me out of $1,500 and I'm still waiting for my money. It's been 3 weeks and they keep telling me the same thing - that they're waiting for the request to be approved. This is a sham. I'm never using this again. NEVER!

Esta gente son 100% estafadores me an estafado con 1,500$ y aún sigo esperando por mi dinero llevo 3 semanas y me siguen diciendo lo mismo que están esperando por ser aprobada la solicitud ósea esto es una estafa no vuelvo a usar esto.! JAMAS

Dear elmueka70, 

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

I have never withdrawn money since it is my first time playing in this casino, so the request was made on the 30th of last year and they are still evaluating the case, they say that the evaluation was already evaluated successfully but it still says that it is pending and I'm still waiting for the money in my bank account and they still don't want to deposit it to me since they always tell me the same answer that they are evaluating the case until when.??? 😩

Yo Nunca e retirado dinero ya que es la primera vez yo jugando en este casino ósea la solicitud lo hace el día 30 del año pasado y aún siguen evaluando el caso dicen que ya la evaluación fue evaluada con éxito pero aún así dice que está pendiente y aún sigo esperando el dinero en mi cuenta de banco y aún no me lo quieren depositar ya que siempre me dicen la misma respuesta que están evaluando el caso ósea hasta cuando.??? 😩

And they took away the amount of the bonus from me and everything, so they still have to pay the rest of the money, which would be $1,400 because they already kept $100 of the bonus as it says in the email.

ya ellos me quitaron la cantidad del bonos y todo ósea que aún así tienen que pagar el restante del dinero que sería 1,400$ por que ya se quedaron con $100 del bonos como dice en el correo.

I have checked the Bonus Terms and Conditions, and this is what I found:

8- Unless otherwise specified by the Casino; all promotional funds (bonus amount) stay in the house upon completing the wagering. Bonus money serves to enhance play and help to generate winnings; however, cannot be withdrawn as part of the winnings. The bonus will not be returned to the account but deducted from winnings by the Casino upon withdrawal. At the point of cashing out the winnings, all bonus money will be removed from the total amount of cash won by playing at the Casino.

The casino was therefore eligible to deduce the $100 you received as bonus money from your winnings.

Thank you very much, elmueka70, 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 elmueka70 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 what is the issue with the withdrawal and what can we do to help the player receive their winnings.

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