Mr. Vegas Casino - Der Spieler kann sein Guthaben nicht abheben.

good evening For some reason I am unable to withdraw. I am not able to withdraw money even though I have been authenticated. Even if you contact the chat, it will be said that it is a system problem and it will not be talked about.

こんばんは。なぜか出金できなくなりました。認証は済んでるのに出金できません。チャットに問い合わせてもシステムの問題と言われて話になりません。

Hello Mrslot,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Mr. Vegas Online Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and is yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

from the beginning. Both. 3 days ago.

最初からです。両方です。3日前です。

hello. When I contacted vega wallet, it seems that other people have been able to withdraw. I don't understand why they can't withdraw money.

こんにちは。vega walletに問い合わせたら他の方は出金できてるみたいです。なんでこっちは出金できないのか分かりません。

Hello Mrslot,

Did you try to request a withdrawal with an another payment method? What did the casino respond when you contacted them with your issue? Can you please forward the communication to nikolas.b@casino.guru?

1

hello. did you get the email?

こんにちは。メール届いてますか？

Hello Mrslot,

Can you please forward the communication between you and the casino? The e-mail you have sent is written by you.

Dear Mrslot,

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. I sent you an email once, did you receive it?

こんにちは。メールを一度送ってますけど届いてますか？

Hello Mrslot,

I can now confirm that I have received your e-mail. Based on what the casino said, you will need to chose a different payment method in order to withdraw your balance. You will also have to make a minimum deposit in order to verify the payment method before you could withdraw.

good evening your reply is late. I still can't withdraw. Even if I told the casino side, they said something different from what I said and it's not a story.

こんばんは。返事が遅くなりました。やはり出金できません。カジノ側に言ってもこっちが言った事と別の事言ってきて話になりません。

Hello Mrslot,

Thank you for all the information. I will now forward your complaint to my colleague Michal who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

What happens? After that, I requested a withdrawal from the casino. I asked for another withdrawal method, so I tried depositing with Matchbetter. Then, for some reason, he said that I needed ecoPayz and a bank certificate. I'm going to say something that doesn't matter. It will not be authenticated if sent with a matchbetter account file. Even if you say it by chat or email, the answer is strange. It just looks like withdrawal refusal. Would that be a scam? What are you doing with your research now?

どうなりますか？あれからカジノに出金を依頼しました。別の出金方法と言ってきたのでマッチベターで入金してみました。そうしたらなぜかエコペイズと銀行の証明が必要と言ってきました。なぜか関係ない事を言ってきます。マッチベターのアカウントのファイルと送っても認証しません。チャットとメールで言っても返答がおかしいです。出金拒否にしか見えません。詐欺になりますよね？今そちらで調べてどうなってますか？

Hello Mrslot

I'm Michal and I have taken over your complaint. I just want to check if you encountered the same problem with Mr. Vegas Online Casino as you have with Videoslots Casino? If so, then I can only repeat myself that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence.

I would kindly advise you to open an account at other offered payment methods mentioned in the live chat or email from the casino so that Mr. Vegas Online Casino can pay you your winnings.

EcoPayz cannot be used. I can't use it for some reason. After saying that, the casino told me to withdraw with MatchBetter and AstroPay. So if you deposit with MatchBetter, you cannot withdraw. It is wierd, is not it? This is completely fraudulent. If something like this happens, won't the casino go bankrupt? Even when I talk to them in chat, they always give silly answers.

エコペイズは使えません。事情があって使えません。その事を言った後にカジノからMatchBetterとAstroPayで出金するように言われました。それでMatchBetterで入金したら出金できません。おかしいですよね？これは完全に詐欺です。こういう事があるとカジノって潰れないんですか？チャットに言っても相変わらずふざけた回答をしてきます。

Dear Mrslot

As mentioned earlier several factors such as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too. This is quite common and the casino can't really influence this as there are various regulations for each country. According to the live chat info you have provided us, you have been offered alternative payment options, so you should be able to pick one that suits you the best. If none of them is convenient for you please let the casino know first what other payment method can be arranged for you.

If you can't come to an agreement with the casino I will contact the casino to see if and how we can help.

I just want to check if you encountered the same problem with Mr. Vegas Online Casino as you have with Videoslots Casino?

It's far from a consensus. The sentences are the same but I'm running into the same problem. The same goes for live chat. I made a deposit with MatchBetter. It asked me to upload files for my MatchBetter account. But for some reason I can't authenticate. The same email will come back even if you ask what else you need. Mr. Casino Guru, do you know any institution that can investigate casinos? Is this really what licensed casinos do? Is there a body that can sue a casino? Why do scam casinos operate? Is there a licensing agency or other agency that can intervene?

合意どころではありません。文が同じですが同じ問題に遭遇しています。ライブチャットに問い合わせても同じです。MatchBetterで入金をしてます。MatchBetterアカウントのファイルをアップロードしろと言ってきました。だけどなぜか認証に至りません。他に必要なものを聞いても同じメールが返ってきます。カジノグルさんの方で何かカジノを調査できる機関を知りませんか？これが本当にライセンスのあるカジノのやる事ですか？カジノを訴える事のできる機関てありますか？詐欺のカジノがなんで運営されてるんですか？ライセンス機関とか他に介入できる機関てあるんですか？

Dear Mrslot

Please understand that if a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too. Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence on the offered payment methods for each country.

When it comes to Licensing authorities, Mr. Vegas Online Casino has licenses from the most reputable Licensing authorities on the market like Gambling Commission (UK), MGA Malta Gaming Authority, Spel inspektionen (SWE), ADM (ITL) etc. For players from Japan, I believe the license under Malta Gaming Authority applies, so if you think your issue can not be sorted with our help you can contact the Malta Gaming Authority (https://www.mga.org.mt/support/online-gaming-support/) and submit a complaint to them. It's a good licensing authority and they might have better options and tools to help players. Please let me know how the MGA responded (michal.k@casino.guru)

With this being said, I will contact the casino to see if I can help.

We would like to invite Mr. Vegas Online Casino to join the conversation.

Dear Mr. Vegas Online Casino,

Can you please provide some information regarding the issue with the authentification of the player's Much better account? What are the other available payment methods for the player?

I sent an email to Mr. Vegas support. Then he said he can't read Japanese. I don't get an answer. What do you mean by discrepancies? My Muchbetter account is in Japanese. Mr. Vegas account is in English. I can't imagine not being able to withdraw with just this. I am annoyed by it. Why can't the player who was withdrawing withdraw because of that? Should I change my Muchbetter account profile to English? It's hard to think.

Mr. Vegasのサポートにメールを送りました。そうしたら日本語が読めないと言ってきてます。回答が得られません。不一致とは何の事を言ってますか？Muchbetterアカウントは日本語。Mr. Vegasアカウントは英語。これだけで出金できないなんて考えられません。私はそれにイライラしています。出金してたプレイヤーがなんでそんな事で出金できないんですか？Muchbetterアカウントのプロフィールを英語にすればいいんですか？考えにくいです。

Dear Mrslot

Please understand that Japanese support is not available all the time, as the casino support has informed you via email:

"if you only want a Japanese reply, we will contact you again on 03/10/2022 as we do not have staff who can speak Japanese until 03/10/2022". However, you can still contact the support in English.

As I've advised you previously, you can simply use Google translate from Japanese to English and vice versa here and contact English support. If you need help with how to use it, I can help you with that.

The other thing you kindly need to understand is that the delay is not because of a current language barrier, It's because you need to provide additional documents to the casino as mentioned above:

"You need to provide an explanation why there is a name mismatch, and provide a proof that it is your account. If it's a 3rd party account, we need further documents."

Once you provide the required documents to the casino and your Muchbetter account is verified, you should be able to make a withdrawal.

I sent my ID and a screenshot of my Muchbetter account as the casino said. Authentication does not pass. what's going on? Same content as videoslots.

カジノが言った通り身分証明書とMuchbetterアカウントのスクリーンショットを送りました。認証が通りません。どうなってますか？videoslotsと同じ内容になります。

Dear Mrslot

As we can assume and as you mentioned earlier as well, the situation in Mr. Vegas Casino is the same as with Videoslots Casino, please follow the instructions mentioned in the email from Videoslots Casino. We believe once you successfully verify your Much better account there should not be any further issues with payments, to or from these or any other casino.

hello. I have submitted the required documents to the casino but have not received a response yet. I still can't withdraw money. how are you now?

こんにちは。カジノに必要書類を提出していますがまだ返答がありません。相変わらず出金できません。今どうなってますか？

Dear Mrslot

Please allow a bit more time for the verification process, it can take a few days. You should receive an email with the outcome.

good evening your reply is late. I have submitted the required documents, but I am still unable to withdraw. I don't understand why I received the same email asking me to submit the necessary documents. What's going on?

こんばんは。返事が遅くなりました。必要書類を提出しているにも関わらずまだ出金できません。必要書類を提出してくれと同じメールがきたりと訳が分かりません。どうなってるんでしょうか？

Dear Mrslot

I have repeatedly contacted the casino and am waiting for a response from them.

Dear Mrslot

I was informed by Mr. Vegas Casino via email, that you should be able to use Muchbetter to withdraw your funds. They have informed you via email about this as well.

Please let me know once you successfully withdraw your winnings.

Dear Mrslot,

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.

Dear Mrslot

Although it seems as though this issue has been resolved, as we haven't had a further response from you to confirm this we are, unfortunately, forced to reject this complaint. There is not much that can be done without your cooperation.

Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Michal