Avantgarde Casino - プレイヤーの撤退は遅れています。

I've been trying to get this casino to pay up on the money they owe me especially cuz I have over $2,000 in there and they keep telling me different things first it was a couple of days

then they told me a week

Then two

Then business days

Now it's 5 to 18 business days I get f red in the chat and they will not let me speak to my VIP manager even though they said I could talk to her anytime

Dear trentbello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?

Do I understand correctly that you currently have 3 pending withdrawals?

Additionally, please, forward any relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here.

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

Best regards,

Kristina

Yes I have passed the KYC

NO they have never paid out anything

Yes I have three (processing) withdrawals totaling 1100.00

and a balance in the casino of 1414.35

I hit a Jackpot and now it looks like they don't want to pay me anything.

Thank you for your reply, trentbello. Have you accumulated your winnings with or without an active bonus, please?

Bonus received was no wager all terms have been met

Thank you very much trentbello for your reply. I will now transfer your complaint to my colleague Tomas (tomas@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.

Hello trentbello,

I will assist you with the complaint from now on. I'd like to invite representatives of Avantgarde Casino into this discussion in order to provide us with an explanation of the situation and help us resolve the withdrawal issue.  

Avantgarde Casino, what is causing the delay in the processing of the withdrawal requests?

We would like to ask Avantgarde 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,

After checking the customer's account, it seems like this withdrawal has been already paid.

Have a great day,

Avantgarde support

Hello all,

thanks to Avantgarde Casino support for the update.

trentbello,

could you please confirm you received the payment for all your withdrawal requests? Is the issue resolved?

It is not... The casino paid out $237.00 (where they got that number I have no Idea)

and then canceled all other upcoming withdrawals that totaled $2100.00

meaning they just screwed me out of $1863.00! of money I won fair and square.

So no not even close to resolved.

Is there an email address I can forward all documentation, recordings, and transcripts to?

Hello trentbello,

I understand your frustration, please send documentation, recordings, and transcripts to my email address at tomas@casino.guru

Dear trentbello,

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.

Please send documentation, recordings, and transcripts of your exchange with the casino to my email address at tomas@casino.guru

Unfortunately, we’re rejecting this case because trentbello hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions. The player can reopen this complaint anytime.