NewVegas Casino - El retiro del jugador se retrasa.

I have been playing at NewVegas for about a year or so, and the first few withdrawals I initiated from there have always been very time consuming on my part to actually have the withdrawals completed - submitting required KYC documents multiple times, being told to wait "a few more days", "until next week", "first thing Monday morning", etc...but my last withdrawal request has been ongoing since April 2024 and I the casino does not respond to my emails or messages through their online chat service at all. Nothing. I am not owed a lot, but it would be nice to be payed out and be able to get this issue resolved.

One thing to note, is that initially, my withdrawal request (on 04.07.24) was for $213.00, but as time went by I cancelled that withdrawal request on 07.07.24, played my winnings down to $190.00, then initiated another withdrawal request on 07.07.24 for that amount.

Dear EasyStar,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Have you accumulated your winnings with or without an active bonus? 

Have you contacted Customer Service regarding the reason for the delay in your withdrawal? If you have, what was their reply?

Have you been asked to provide additional documentation for verification?

When was the last time you successfully cashed out at this casino?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Dear EasyStar,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello, Veronika.

I am sorry I have not responded earlier. My fault. I have the answers to your questions below...

Have you accumulated your winnings with or without an active bonus?

My winnings for the current withdrawal request was made without any bonuses. The deposit

was made on 03;03.24 for $75.00.

Have you contacted Customer Service regarding the reason for the delay in your withdrawal?

Yes. I have contacted them many times (literally probably 30 times through email and their online

chat service). Within that first month, starting in April of 2024 when I made my initial withdrawal

request, they responded back to me saying things like - "please wait a few more days", "please wait

until next week", "it should be completed first thing tomorrow morning", etc...now for the past 3

months they have completely ignored any of my communications.

Have you been asked to provide additional documentation for verification?

Yes. I have successfully completed about 5 or 6 previous withdrawal requests, and each time had

to send in my required documentation multiple times. It would always seem to "get lost", or

"never received".

When was the last time you successfully cashed out at this casino?

My last successful withdrawal with this casino was on 01.16.24 for $100.08.

Thank you again so much for your time and effort on this. I really appreciate it. Pleas let me know if you need anything else from me at all.

Have a great day!

Matt.

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

I would now like to ask NewVegas 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!

Thank you so much, Veronika and Peter! I really appreciate it and hope we can get this matter taken care of and newvegas will do what is right and fair.

If you need anything else from me, please do not hesitate to ask and I will be more than happy to continue to help you with this in any way that I can.

Have a great day.

Matt.

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.

That sounds great to me, and thank you again for all of your help with this.

I really appreciate it!

I have my fingers crossed for a positive outcome for this. Have a great day and I will check back in a week.

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