This Is Vegas Casino - Der Rückzug des Spielers wurde verzögert.

Dear CasinoGuru team,

on August 2nd I signed up, on August 11th I made a deposit of 99.98 euros via Bitcoin. After a bit of play I requested a withdrawal of 100.04 euros on August 30th - of course all wagering requirements were met and verified beforehand (see emails).

According to support, payouts take "between 1 and 9 working days". When nothing arrived after 15 days, I asked support and they said there were currently delays. After 30 days, a message came from the system that the withdrawal request was automatically canceled due to the duration. I have also attached this for you. Sorry the website screenshots are in German, I didn't find an option to change the language there.

When I asked support, they promised to clarify where the problem was and get back to me, asking me to request the payment again. Since then, all inquiries have not been answered, I have never heard anything. Of course, a new withdrawal request is also not processed.

I am sending you the (short) email correspondence with the casino as an attachment. Furthermore, the two withdrawal requests plus the system email with the rejection.

The casino has not responded to my last e-mails, since the message (see attachment) that you will get back to me there has never been a response.

Many thanks for your great help in advance!

Liebes CasinoGuru Team,

am 02 August meldete ich mich an, am 11. August tätigte ich via Bitcoin eine Einzahlung über 99.98 Euro. Nach ein wenig Spielen beantragte ich am 30 August eine Auszahlung über 100.04 Euro - selbstverständlich wurden alle Wettanforderungen erfüllt und vorher die Verifizierung absolviert (siehe E-Mails).

Die Auszahlungen dauern laut Support "zwischen 1 und 9 Werktage". Als nach 15 Tagen nichts ankam, fragte ich beim Support nach und es hiess, man habe zur Zeit Verzögerungen. Nach 30 Tagen kam eine Meldung vom System, das aufgrund der Dauer die Auszahlungsanfrage automatisch storniert wurde. Dies habe ich Ihnen auch beigefügt. Bitte entschuldigen Sie, das die Screenshots der Website auf Deutsch sind, ich fand dort keine Option zum Ändern der Sprache.

Auf Nachfrage beim Support versprach man, abzuklären wo das Problem ist und sich wieder zu melden, ich solle die Zahlung bitte neu anfordern. Seitdem wurden alle Anfragen nicht mehr beantwortet, ich hab nie mehr etwas gehört. Eine neue Auszahlungsanfrage ist nat¨ürlich ebenfalls nicht bearbeitet.

Ich sende Ihnen den (kurzen) E-Mail Verkehr mit dem Casino als Anhang mit. Weiterhin die beiden Auszahlungsanfragen plus die System E-Mail mit der Ablehnung.

Das Casino hat auf meine letzten E-Mails nicht mehr reagiert, seit der Mitteilung (siehe Anhang) das man sich wieder meldet kam nie mehr eine Rückmeldung.

Herzlichen Dank für eure tolle Hilfe im Voraus!

Dear hugbearli,

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. Do I understand correctly that your account has been verified since September?

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

Additionally, if there is any other relevant communication between you and the casino, please, forward it to kristina.s@casino.guru, or alternatively post it here.

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,

Kristina

Hello Kristina,

as can be seen in the attached PDF (Email1), the casino has confirmed the verification since September 3rd. I will forward the e-mails to you again by e-mail 🙂

I originally had a bonus active but met the wagering requirements.

Best regards

Hallo Kristina,

wie in dem beigefügten PDF ersichtlich (Email1) hat das Casino die Verifizierung seit 03. September bestätigt. Ich leite Ihnen die E-Mails nochmals weiter per e-mail 🙂

Ich hatte ursprünglich einen Bonus aktiv, die Wettanforderungen aber erfüllt.

Herzliche Grüsse

Thank you very much hugbearli for your reply. I will now transfer your complaint to my colleague Stefan (stefan.m@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 soon.

Dear hugbearli,

I am so disappointed to hear your withdrawal hasn't reached you yet. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite a This Is Vegas Casino representative to join this conversation and participate in the resolution of this complaint.

Dear This Is Vegas Casino,

Could you please state why the player's withdrawal has not yet been paid out and when can he expect the payment?

Thank you in advance for providing the information.

Kind regards,

Stefan

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.

Hello,

We hope this finds you well.

Due to the establishment changing its management to a different one, we are slowly but surely making sure that each withdrawal that has not been paid or has been delayed in the past will be sent accordingly.

This withdrawal was already sent to the provided Bitcoin address.

Thank you so much for your patience and hope to see you online again for a better and different experience.

ThisIsVegas Support

Dear hugbearli,

Could you please confirm you have received the bitcoin payment?

I am looking forward to your response.

Kind regards,

Stefan

Dear Stefan,

had already written off the (small) amount, especially after the casino didn't respond here and a "manager" wrote to me 3 days ago, the payment is not being made because my account is now considered "inactive". Pure fraud, in the terms and conditions you write that after 3 months the account falls under "free account" and at the same time you do not pay out for 3 months.

I was all the more surprised yesterday when Bitcoin received the payment. The complaint is therefore closed.

Thanks again for your great work!

David

Lieber Stefan,

hatte den (kleinen) Betrag bereits abgeschrieben, vorallem nachdem das Casino hier nicht reagierte und eine "Managerin" mir vor 3 Tagen schrieb die Auszahlung erfolgt nicht weil mein Konto nun als "inaktiv" angesehen wird. Purer Betrug, in den AGB schreiben Sie das nach 3 Monaten das Konto unter "Gratiskonto" fällt und gleichzeitig zahlen Sie 3 Monate nicht aus.

Umso überraschter war ich gestern über den Zahlungseingang der Bitcoin. Die Beschwerde ist somit erledigt.

Danke nochmals für eure tolle Arbeit!

David

Dear hugbearli,

I am really glad to hear that! As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

Kind regards,

Stefan