Avantgarde Casino - プレイヤーの撤退は遅れています。

Been well over 18 days since I verified my account with this casino and it was way before that I had done the withdrawal of $500 via Bitcoin (suppose to be an instant transaction to begin with). I have made one deposit of $25 to the casino and refuse to do anymore or waste anymore time until I receive my pending withdrawal. I've sent several emails to my "account manager" as well as, tried talking to someone via live chat every day for last couple of days and I've gotten no further information or status on my pending withdrawal.

Dear tarabear7235,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Do I understand correctly that your payment is still pending inside the account without being processed? Is it an internal casino system issue, or it’s related to your account only? Could you please advise if your original winnings were accumulated with or without an active bonus?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

No... They were winnings from a $25 deposit because I was extremely disappointed with what I could actually withdrawal, because I actually won significantly more, but could only withdrawal a quarter of it. It still says pending withdrawal on my account currently. And yes it's been 18 business days from my account verification (started the withdraw process before that and got frustrated about the fact I had to wait 18 business days from verifying my account which I thought was already verified with all the information already given) and not to mention I made the withdrawal via Bitcoin and the whole purpose of bitcoin is to eliminate the bank being the middle man and be instant with no extra fees ECT. So it really makes me uneasy and skeptical since it takes 18 business days for a cryptocurrency transaction? Any other casino I've played and withdrawn via crypto... It has been an Instant transaction. But I see the reputation and credibility avantgarde (which I should've looked up prior even making an account and depositing to play) and with it being so low and poor I have now gained no expectations of seeing my withdrawal. I just won't waste my time or money with them or any sister casinos ever again.

Thank you, tarabear7235, for the update. Could you please advise if you have deposited funds prior to accumulating your winnings, or afterwards only to verify your payment method?

Dear tarabear7235,

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.

I was made to believe that I verified my payment method by sending in filled out paperwork specifically verifying the payment method I used to make my deposit. When I tried to make my second deposit using that same payment method, I was told I couldn't deposit that way, and that I could only deposit from then on using Bitcoin only since that is what I used to make my withdrawal. The only reason I used that method as my withdrawal, is because using cryptocurrency is suppose to be an instant transaction.

I finally got an email back last week that I would receive my withdrawal at the beginning of this week, but that clearly didn't happen.

Thank you very much, tarabear7235, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@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.  

Dear tarabear7235,

I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite an Avantgarde Casino representative to join this conversation and participate in the resolution of this complaint.

Dear Avantgarde Casino, could you please state why the player's withdrawal has not yet been paid out and when she can expect the payment?

Thank you in advance for providing the information.

Kind regards,

Stefan

Hello,

According to our records, this withdrawal has already been paid.

In case the customer still claims otherwise, please let us know and we will share proof.

Thank you and have a good day,

Avantgarde Support

Dear tarabear7235,

could you please confirm that you have already received the payment?

Thank you in advance for providing the information.

Kind regards,

Stefan

Dear tarabear7235,

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.

Dear tarabear7235,

As we haven't heard from you, we will close this complaint as "rejected". Feel free 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