NewVegas Casino - Výběr hráče byl zpožděn.

I placed a small deposit on a bonus on June 4... Played through the required amount and had actually won a significant amount on a jackpot however when I hit the required playthrough, the casino had deducted from my balance bringing total down a lot. After reviewing T&C carefully and realizing I was in the clear to withdraw my $350 so I immediately submitted all KYC documentation , and some other personal verification documentation. I get a few responses from support via email within the next day or 2 stating that "the photo wasn't clear enough" or "missing the edge of document".. I submitted all documents yet again... Few days to by and no response or acknowledgement at all... I emailed almost daily in attempted to obtain status on payout but to no avail. Until one day I finally received an automated email stating the funds were placed BACK into my account... What! Once again several days go by of me emailing documents after submitting another withdrawal request, and FINALLY June 14 I reciev d an email stating all documents had been approved and it would be 7-10 days before I could get notification of payment bring submitted. I wait. I am still..... Waiting.... I have emailed jobless than 10 times requesting status and every time am told that it is not them (new vegas) but their "vendor" who has not paid me And that their admin staff has contacted the vendor on my behalf and I will receive an email notification once payment is processed. I am FED UP .... I THINK THEY'RE SCAMMING ME! Don't waste time or money here.

Dear jrachael450,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Do I understand correctly that the withdrawal is still pending inside your account without being processed? Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but more than a month is unusually long time.

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

Best regards,

Petronela

No, after they put the funds back into my account I submitted a second withdrawal request same day in which was then shortly approved.... June 13 to be exact. Approval of withdrawal plus approval of documents.... But no payout has been sent to me as of yet 🙁

Thank you very much, jrachael450, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello jrachael450,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite NewVegas Casino to join the conversation and participate in the resolution of this complaint.

Dear NewVegas Casino,

Can you please provide an update on the status of the player's withdrawal?

Kind regards,

Tomas

I appreciate the help and all correspondence... I would love to see this resolved soon. Unfortunately for me, I know what their response will be IF the respond at all... "They are sorry, they understand frustration, but the matter is in the hands of the outside vendor who issues payments"... Same song different dance at this point. I have expressed several times that I do not believe it is good business practice to lay blame on another entity for non payment because in my opinion, businesses should take on the risk of responsibility to ensure customer satisfaction AT ALL COSTS. Even if that means them having to cut a courier check straight to a customer out of their own business account, while simultaneously dispute the issue with their contracted payor group... it is not MY fault they have chosen a payor who is neglecting payment. It IS however THEIR business and the need to take responsibility.

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’.

Hello, we are not sure what to address as The client was paid. We can provide proof of payment? Everyone is quick to file a non paid complaint but then go silent after the receipt of money 🙂. Please let us know.

Dear NewVegas Casino,

Thank you for providing us with the information about the payment.

Now I would like to ask jrachael450, could you please confirm that this is correct and that the matter is now resolved?

Thank you both for your cooperation.

Kind regards,

Tomas

Dear jrachael450,

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

Hello, confirmed payment as of mid-late July and only after complaint was initiated here. If not for the help of the team at Casino Guru, I feel as if I'd still be waiting.

Many thanks for the help and advocacy on my behalf.

Dear jrachael450,

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,

Tomas