Bitvegas.io Casino - プレイヤーの出金が滞っています。

About 2 weeks ago I found this casino on casinoguru, signed up and won 20000€. I verified my account and after a few days my first withdrawal of 5000€ was approved. Ever since then my other withdrawals are pending and not beeing processed.

Their FAQ states that withdrawals are usually processed within a hour and the average payout time is 10 minutes.

According to their terms you can withdraw 15000€ per week.

The problem is that their support chat doesn't give me a clear reason as to why my withdrawals are stuck. It always some new made up reason. First they say it's processed on a first come first serve basis and now they say because the "threat of cybersecurity" is on the rise it takes longer.

Can you help me resolve this?

Dear joeblack1,

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 better understand the situation. 

Have you accumulated your winnings with or without an active bonus?

When exactly have you requested the withdrawal of your winnings?

Could you please send me the communication you received from the casino regarding the withdrawal of your winnings? My email is tomas@casino.guru

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,

Tomas

No bonus was used.

My withdrawal is now pending for 7 days. But I've been trying to get my winnings since the 6th of July. Their landing page says that the average payout takes 10 minutes. I'm already verified so I don't see what the problem is.

If cybercrime and fraud is the reason for the delay how can they accept one withdrawal and not the others? All winnings are from the same day and I haven't played there since.

Thank you very much, joeblack1, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.  

Hello there,

Thank you joeblack1 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Bitvegas.io Casino for their help in resolving this complaint. We would like to know why is this withdrawal taking as long as it is and if we can do anything to help make it quicker.

Thank you!

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’ which may negatively affect its rating.

Dear joeblack1 and CasinoGuru Team,

We would like to share some great news with you.

All player's withdrawals have been successfully processed:

- 5000 EUR on 2023-07-24 07:09 UTC

- 5000 EUR on 2023-08-04 13:18 UTC

- 5000 EUR on 2023-08-07 06:04 UTC

We hope that this situation may be considered as effectively resolved and you are satisfied with your experience at our casino.

If you have any questions, feel free to contact us directly vie e-mail or live chat. We are working for you 24/7.

Best regards,

Bitvegas.io Casino team

Dear joeblack1, let us know if you have received your winnings and if you no longer require assistance.

Thank you in advance!

I have received all my winnings. Thanks for the help.

Dear joeblack1,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not 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,

Peter