Las Vegas en Vivo Casino - Se ha retrasado el pago de las ganancias del jugador.

Hello Casino Guru team,

I have an account at Las Vegas Live Casino and I have a pending withdrawal of $1064 MXN.

To be able to withdraw, they asked me to register my card ending in 7704 as a deposit method in the wallet, even though I had already deposited before.

I registered card 7704, which is in my name and is from the same bank as my CLABE for SPEI withdrawal, but now the casino refuses to verify it without giving me a valid reason.

I believe this is a delaying tactic to avoid payment. I request that my account be verified and that my withdrawal of $1064 be paid via SPEI transfer to my CLABE account, which is in the same name.

I have attached proof of the pending withdrawal and the rejection.

Thank you.

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Hola equipo de Casino Guru,

Tengo cuenta en Las Vegas en Vivo Casino y tengo un retiro pendiente de $1064 MXN.

Para poder retirar me pidieron registrar mi tarjeta terminada en 7704 como método de depósito en la wallet, aunque ya había depositado antes.

Registré la tarjeta 7704, que está a mi nombre y es del mismo banco que mi CLABE para retiro SPEI, pero ahora el casino se niega a verificármela sin darme motivo válido.

Considero que es una táctica dilatoria para no pagar. Solicito que se me verifique la cuenta y se me pague mi retiro de $1064 por transferencia SPEI a mi CLABE, que es del mismo titular.

Adjunto pruebas del retiro pendiente y del rechazo.

Gracias.

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Stay safe.

Dear Manueloco,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear Manueloco,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hello casino guru, thank you so much for your help. I haven't received my money, which is $1064 from the Las Vegas live casino. Every time I try to withdraw, it says I've exceeded the daily withdrawal limit at the casino, even though I've never been able to withdraw any money from that casino.

I've spoken to the casino staff, and they still refuse. They tell me they'll send a photo of my card and bank statement to an email address, and I told them no casino asks for that. They said it has to be done that way for them to pay me, but it puts my information at too much risk of my card being cloned. And why do they want to see my transactions? I hope you can help me. Thank you in advance, Guro Casino.

Ola gurú casino muchas gracias por ayudarme no eh recibido mi dinero ,que son $1064 de parte del casino las Vegas en vivo cada que quiero retirar me dice eh excedido el límite de retiro diario en el casino, cosa que yo jamás eh logrado retirar dinero de dicho casino

Eh hablado con los que atienda el casino y su negativa sigue me dice que le envía una foto de mi tarjeta y mi estado de cuenta a un correo y les dije ningún casino pide eso y me dijieron que así tiene que ser para que me paguen pero es poner mis datos en demasiado riesgo a qué me clonen mi tarjeta y para que quieren ver mis movimientos espero puedan ayudarme de antemano gracias guro casino

Dear Manueloco,

Thank you for explaining your concerns. We understand why you may feel uncomfortable providing sensitive financial information, especially when you are concerned about the security of your card details and transaction history.

However, please be aware that requesting proof of the payment method and a bank statement can be a legitimate part of the casino's KYC (Know Your Customer) procedure. These checks are intended to prevent fraud, money laundering, and the use of third-party payment methods.

The bank statement may be requested to confirm ownership of the account and to verify relevant transactions. It does not necessarily mean that the casino is interested in all of your personal spending.

That said, you should only provide documents through an official and secure channel belonging to the casino. If you are uncomfortable sending your documents to the email address provided, we recommend asking the casino to confirm that the address is an official verification channel or whether they can provide a secure upload option.

Please allow me to ask a few questions to better understand the situation.

• Have you made any successful withdrawals before?
• Have you accumulated your winnings with or without an active bonus?
• Could you please post a screenshot of your account verification page?
• Could you please provide us with a screenshot of the casino's message/email requesting the card photo and bank statement, including the email address or instructions they provided? You can send it to jean.s@casino.guru. This will allow us to assess whether the request appears legitimate and advise you further.

Thank you in advance for your reply.

I already sent the evidence to the email address you provided, thank you. I hope you can take a look.

Ya le mandé las pruebas al correo que me brindaron gracias ojalá pueda echarle un vistaso

Dear Manueloco,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Lucka, (lucia.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Jean

Thank you very much, I'll be waiting for your reply.

Muchas gracias quedó al pendiente

Hello Manueloco,

I am sorry to hear about your troubles. I am Lucia and I will be taking care of your complaint from now on. As the first order of business, I will try to contact a casino representative outside of this thread, as we do not have an established contact for the casino just yet. Also, if there happen to be any developments, please keep me informed.

Best regards,

Lucia

Okay, of course, I'll let you know, but so far nothing has changed. The live Las Vegas casino is terrible. I used to play at Caliente Casino and had no problems withdrawing my winnings. This casino is just putting up obstacles to avoid paying out. I appreciate your help and hope you can do something to help.

Ok claro que sí yo le informo pero hasta ahora nada sigue con la misma negativa el casino la Vegas en vivo muy mal casino antes jugué en caliente casino y sin problemas retire este casino pone sus trabas con tal de pagar le agradezco su ayuda y ojalá puedan hacer algo y ayudar

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.

Okay, I understand, Guru. I think it's great that you're taking such a severe measure for refusing to pay. I'll be waiting for your response, and thank you very much for your help.

Ok entiendo gurú me parece muy bien la medida que están tomando que le ponga un medida severa por no querer pagar quedó al pendiente y muchas gracias por su ayuda

Hello Manueloco,

Unfortunately, we have still not received any response from the casino, and without the casino’s cooperation, there is not much we can do. In order to properly investigate and resolve a complaint, we need both parties to communicate with us and provide the necessary information and evidence. Without the casino’s response, it may not be possible for us to fully assess the situation or help move the case toward a resolution.

I will continue pursuing the matter and trying to get in touch with them, and I will let you know as soon as there are any developments.

Thank you for your patience.

There's no way that shady casino is going to keep operating as if nothing's wrong and scamming people.

Ni modos que más ese casino chafa sigue operando como si nada y estafando gente

Dear Manueloco,

I’ve made several attempts to reach the casino, but unfortunately, they have not responded. Without their cooperation, there is very little more we can do to progress your case. For this reason, I will have to mark the complaint as unresolved in our system.

I know this isn’t the result you were hoping for, and I’m genuinely sorry we couldn’t achieve a better outcome. Please keep in mind that unresolved complaints impact a casino’s overall rating, which can motivate them to reconsider how they handle such issues. If the casino chooses to respond at a later time, we will reopen your complaint and notify you by email.

In the meantime, I recommend submitting a complaint directly to the Mexican gambling authority, the Dirección General de Juegos y Sorteos (DGJS), which operates under the Secretaría de Gobernación (SEGOB).

According to the authority’s official information, complaints regarding gambling establishments and online betting operators can be submitted by email to quejasydenunciasjys@segob.gob.mx. The DGJS also provides an online "Quejas y denuncias" section on its official website.

For tips on how to file your complaint effectively, you can refer to the article linked. If you need help with the submission or receive an update from the regulator, feel free to contact me anytime at lucia.s@casino.guru

I’m truly sorry we couldn’t reach a more positive resolution.

Best regards,

Lucia S