Vegas Aces Casino - El retiro del jugador se ha retrasado.

I have used Vegas Aces casino somewhat extensively since the end of last year. It was one of my favorite casinos. It never paid out especially fast but would almost always pay out within 24-48 hours. Then, early this year, one of my payments was delayed for several months. I never got any explanation why. Every time I asked about it I was told it was under review by another department and they could not give any details.

Well I eventually was paid out. I avoided playing there for a while, but eventually I decided to try again. I deposited a couple times in April/May and was able to withdraw. But now it seems I have been banished to payout purgatory, once again. I am getting zero communication from Vegas Aces, and get no updates on why or how long my payout will be delayed.

I completed KYC many months ago, have received multiple prompt payouts from Vegas Aces, but sometimes (including now) they hold my payout hostage! It has been over 5 weeks.

Dear justinmoffatt7,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing with your withdrawal. To better understand and address your situation, could you please provide us with further details?

• What types of games did you play?
• Did you accumulate your winnings with or without a bonus?
• Have you received any communications regarding the status of your withdrawal? When was the last time the casino communicated with you regarding this issue?

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

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

Dear justinmoffatt7,

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.

What types of games did you play?

I usually play Roulette and slots. I think it would probably be those. Usually I play roulette and slots if I don't win before I have to use the bonus money.

Did you accumulate your winnings with or without a bonus?

I definitely deposited with a bonus. I do not remember if I won while using bonus money or not. I probably was.

Have you received any communications regarding the status of your withdrawal?

Not aside from when I talk to their support via live chat. They only say that it is under review and there is no estimated timeframe.

When was the last time the casino communicated with you regarding this issue?

Never without prompting. Otherwise, see above. The last time I asked was around 2 weeks ago before I posted this here because I was so annoyed.

Please forward me all the communication between you and the casino customer support regarding the delay in processing your payment at veronika.f@casino.guru. Alternatively, you may post screenshots here. Thank you for your patience and cooperation.

Dear justinmoffatt7,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.