Avantgarde Casino - 選手の退会が遅れました。

Documents accepted 11/3/2022

Made deposits and played with my own money.

Reqested 2 payouts -

IDAmountMethodStatusDate

205362240994970 -471.60 Bitcoin Processing 2022-11-28 11:41:09 205362109240465 -112.98 Bitcoin Processing 2022-11-16 02:26:05

Was told a maximum of 18 business days and still no payment.

Dear chrisandphae,

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? Do I understand correctly that you accumulated your winnings without an active bonus?

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

I have never made a withdrawal before. My account verification documents were received and processed the first week of November.

I played one time with a bonus and attempted to cash out $112 then deposited and used no promotion and attempted to withdrawal $471. They have responded to my attempts to contact them and said

"In accordance to our terms and conditions, the maximum cash out for deposits up to 250 is 10 x the deposit amount, and the bonus amount gets deducted upon withdrawal.

In regards of withdrawal request made on 2022-11-16 (withdrawal ID 205362109240465) Due to the bonus deduction and your requested withdrawal amount there is not enough funds to pay.

In regards of the second withdrawal, As per our Terms and Conditions, withdrawals can take up to 18 business days to process, withdrawal was submitted on 2022-11-28, therefore it is within the time frame."

So they are not paying the $112 at all. Then I got a second response on Monday.

"I am inquiring you regarding your processing withdrawal. Your withdrawal is with the finance department and it will be sent on our next payment date, which is the beginning of next week."

So I am hoping to receive it at the beginning of next week.

I will let you know if I receive it.

Thanks,

Phaedra L***

Was told that payment would be received at the beginning of the week.

Did receive a $100 payment from another request from the company but still have not received the $471 as promised. Tried calling international number on website but it says it has calling restrictions. Sent another email inquirey.

Thank you very much for your reply, chrisandphae. Could you please clarify which bonus you played with and how much money you deposited?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru, or alternatively, post it here. Thank you in advance.

The current withdrawal for $471 was from a $70 deposit, no promo or bonus code used.

Thank you very much, chrisandphae, for your cooperation. I will now transfer your complaint to my colleague Andrej (andrej.p@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

In the most recent email from them they added 2 new reasons for delay. I received a payment on 12/18/2022, so even tho it doesn't say it in the term, they are saying must wait 18 business days between payments. And apparently new players withdrawal times are determined differently.

Still hoping that it will be paid.

"Hello phaedra,

I hope this finds you well.

As a general rule and according to our T&C's, withdrawals can take up to 18 business days at the latest and in between payments, from the day the account has been fully verified with the relevant documents.

Withdrawal timeframes are determined by account activity, the total number of deposits, and seniority.

We hope to see you online again soon,

Jennifer

VIP Manager

Avantgarde Casino"

Dear chrisandphae,

From now on, I’ll be taking care of your complaint. I’ll contact the casino and see if I can help. In the meantime, could you please state the reason why the $112 you won from the deposit bonus before accumulating the $471 wasn’t withdrawn? Do I understand correctly that while the withdrawal of the winnings from the bonus was in a ‘Pending’ state, you deposited $70, played the amount, and accumulated an additional $471 of winnings?

I would like to invite the representatives of Avantgarde Casino to join this conversation.

Dear casino team,

Could you please indicate the time frame in which we can expect the withdrawal of chrisandphae’s winnings to be processed? Furthermore, could you please explain the logic behind the bolded part of clause 5.1. from the Terms and Conditions below? What is the reason why deposit bonuses are deducted from players’ withdrawals in case they manage to win and request a withdrawal, and why was this policy applied in this case, even though the player used and won from a deposit bonus before depositing and accumulating further winnings without a bonus (i.e. even though the deposit bonus wasn’t used during a play session that resulted in a pending withdrawal request)?

5.1. All Deposits of 249 USD/EURO/GBP/AUS or less have a max withdrawal of 10X the deposit for that specific play session (all other currencies pegged to USD). Once a withdrawal is approved, the casino applies the 10X rule and corrects the withdrawal to accurately reflect the 10X rule. The remaining funds are deemed 'Non-Withdrawable' and are cleared from the player's balance. Deposit bonuses used during a play session that results in a pending withdrawal request, are also 'Non-Withdrawable' and can be deducted from that particular pending withdrawal.

I played a Free Play Bonus and completed the play thru and had $112 and requested a payout.

I then deposited with no attached bonus and played winning $471. I then requested a payout for that amount.

I was told that the $112 was not going to be paid but that the $471 would be paid at the beginning of the next week, the week of 12/19/2022. I expressed my confusion to the fact that the $112 was not going to be paid as I had followed all rules.

I then, did receive payment of $99 in my Bitcoin wallet on 12/18/2022.

The original request of $112 showed as being paid and the $471 was still pending.

I was told that I would be paid up to 18 business days after my verification, then up to 18 business days after request, and most recently

"As a general rule and according to our T&C's, withdrawals can take up to 18 business days at the latest and in between payments, from the day the account has been fully verified with the relevant documents.

Withdrawal timeframes are determined by account activity, the total number of deposits, and seniority."

I think the "and in between payments" was added for me and is nowhere in the terms of service.

Going by the new added terms, they are stating that I would have to wait 5 more days.

I was told again

"I hope you are well.

Once again the time-frame in between withdrawals can take up to 18 business days the latest. Your withdrawal will be sent as per our terms and conditions. We will try our best to accelerate the process.

Have an amazing day!"

Even tho no where in the terms and conditions does it state that, I am expecting payment any day because the previous payment was received on 12/18/2022 and counting Mon-Fri it has been 14 more business days so the absolute latest day that I would receive payment would be Wednesday, January 11th.

Hello,

We can assure the payment will be completed by the end of the weekend, all according to our T&Cs.

The customer has been paid before and the account manager has been in touch with the customer. Therefore, we see no reason for this thread to be initiated.

Thank you for your patience,

Avantgarde

Paid, thank you

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, chrisandphae, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru