Avantgarde Casino - 選手の退会が遅れました。

I have been trying to get my withdrawal for over a month. I got free spins from the casino I played them hit pretty nicely cashed out they refused my cashout even though I did the wager requirement played the amount I was supposed to. So I talked to them they said I didn't make a deposit so my winnings were forfeit and inorder to get my winnings from a withdrawal I had to make a deposit or they will be forfeit every time so I deposited 25 bucks I played for 3 hours and I had got up to 200 by now so I cashed out the cashout receipt said 122.88 so I contacted them they said fees but my withdrawal is not valid because i never made a deposit so i was like bs i did deposit because i just had this issue as nd got told that well after they looked into it they agreed with me said it was valid but now I need to turn in my paperwork i was like ok what ever fine I turned it in 4 times including my w2 my tax transcript my id my license my proof of address selfies and all 4 times before the manager accepted them and then says now my 5 to 18 days wait has started well all the way till day 18 it was just pending and then disappeared i got intouvh with the people again they daid its invalid again fir never made deposit and was reversed im highly upset to be treated like a fool

Dear landrybrandon97,

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. Have you made any successful withdrawals before? Have you accumulated your winnings with or without an active bonus?

Do I understand correctly that after the casino canceled your withdrawal for the last time, the funds were returned back to your casino account? If yes, could you please clarify how much money was returned?

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

The 1st time I tried to withdraw I was on a bonus they explained to me I never made a deposit before so I can't withdraw my winnings I didn't put up much of a fuss and said ok if I deposited money and win off my money can I withdraw they said yes so I deposited 25usd they offered me a bonus but it was going to have playthrew so I denied the bonus and played for 3 hours straight just about and then I tried to withdraw again and got told no I cat because I was on a bonus I told them no I denied the bonus that I got offered and didn't want it that time they agreed after long discussion and wanted my information I'd and all I turned it in 4 times befor they accepted it my withdrawal was them pending 18 business days before they once again denied it on me and no they never credited my account or sent me money they just cancelled reversed or denied it .

Thank you very much for your reply, landrybrandon97. Before proceeding with this complaint, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

most of the stuff was over there chats messaging system to communicate with them via instant massaging on the site but i do have some emails and can screen shot some to

Thank you very much landrybrandon97 for your cooperation. I will now transfer your complaint to my colleague Adam (adam.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.

Hello landrybrandon97,

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

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

Dear Avantgarde Casino,

Can you please clarify what has happened regarding the player's withdrawal request?

Kind regards,

Adam

Thank you so much Kristina for all your help!!! Hi Adam how Is your day going hope all Is well very nice to have your assistance in this issue.

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’.

Dear landrybrandon97,

Has there been any progress? Please provide an update on the situation.

Kind regards,

Adam

No they have still not gave me any of my winnings or credited my account or just refunded me my money I did send to them when I deposited to there site

It's really sad to get taken advantage of and cheated out my money it makes all online casino's look like fraud companies trying to scam people out of there money

Hello landrybrandon97,

I have since made contact with the casino via Skype, and I am awaiting a further response from them. I will extend the timer one more time and update here shortly.

Kind regards,

Adam

Okay

Dear landrybrandon97,

Unfortunately, there has been no further response from the casino. Since the casino has no license and doesn't refer to any ADR service, I’m afraid there is nothing that can be done without cooperation from its side.

I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints may help to change the casino's approach. I recommend you take a moment and read a review of each casino before you start playing in the future and only play in licensed casinos with a good rating.

I wish I could have been of more help.

Best regards,

Adam