WinVegasPlus Casino - Hráčka se snaží vybrat své výhry.

Good afternoon. I want to withdraw my money from the casino and they tell me that I have to do it max 1500 euros per week. They also say that if I don't have my account active they can even lower that amount. They tell me that if I exclude myself I can even lose my money. They say their terms and conditions that I did not read. I am concerned that before I earned that money I sent them an email to exclude myself and they never answered it. I am afraid that they will see it now that I have a balance and they will exclude me. Thank you very much for your time. Greetings.

Buenas tardes. Quiero retirar mi dinero del casino y me dicen que tengo q hacerlo max 1500 euros semanales. Tb dicen q si no tengo mi cuenta activa pueden hasta bajarme esa cantidad. Me dicen q si me autoexcluyo puedo hasta perder mi dinero. Lo dicen sus términos y condiciones que yo no leí. Me preocupa que antes de ganar ese dinero yo les mandé un correo para autoexcluirme y nunca me lo contestaron. Me da miedo q lo vean ahora que tengo saldo y me autoexcluyan. Muchas gracias por su tiempo. Saludos.

Dear Ana,

Thank you very much for submitting your complaint. Foremost, allow me to congratulate you on your great win. I have checked terms and conditions, and this is what I found https://www.vegasplus.com/en/:

„The minimum amount for a withdrawal is currently 300 Euros. Withdrawal of winnings and bonuses from pre-deposit free bonus money is currently limited to a maximum of 150 Euros. Any winnings accumulated from the pre-deposit bonus beyond 150 Euros will be removed once the maximum win amount has been reached. In order to withdraw winnings generated from pre-deposited free bonus money, a player must perform a successful deposit. Winnings may currently be withdrawn up to 1500 Euros per calendar week. You can make up to 4 withdrawals a month without charge. Each additional withdrawal transaction shall be charged a 60 Euro fee. We may change the above minimum amounts from time to time at our discretion. In case a customer has a pending withdrawal, deposit limits and/or withdrawal limits cannot be altered."

Please understand, that we can’t penalize the casino for splitting your win into several installments, especially, if this information is clearly stated in their terms and conditions.

However, do I understand correctly that you haven’t received any payments yet? Could you please advise what was the reason why you’ve requested the self-exclusion?

I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Dear Ana,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.