BluVegas Casino - プレイヤーの撤退は遅れています。

I get weekly cashback of 30,17€,won with it 2000,due the bonus rules i could withdrawal only 5 times cashback amount (150,90).I made that withdrawal and it was processed on 10.02.22 with trustly so it should be within hours on my bank account.On 14.02 i contacted live support and they say that i have to send bank statemement of my transactions so that they can see if i received that money already because it should be on my bank account.I send that bank statemement the same day but until now no response.My account is closed on my requested right after the withdrawal was approved, because i was really angry about that cashback rule.I just want to get my 150,90€ and have nothing to do with that casino again.

Dear yetiindom,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It’s quite usual for withdrawal, 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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. If you don’t receive your winnings by then, please, let us know and we will try to help you. Thank you for your understanding,

Best regards,

Kristina

Well i received a email on 10.02 that my withdrawal is fully processed,acording to live support on the website,the money should be already on my account and they are investigeting it in the financial department since 3 days without any response.It looks like they are unwilling to pay.I hope someone from Bluvegas will respond.Gr

Thank you for your reply, yetiindom. Could you please advise whether you have made any successful withdrawals before?

Would you be so kind as to forward me the communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Yes i made 1 withdrawal before last year.I just send You all emails that i have.Thanks for Your support.

Thank you for your emails, yetiindom. I would still recommend we wait for a few more days before we move forward with this complaint. I will set the timer for additional 3 days allowing to casino two full weeks to process the payment and if there’s no development by the end of the time frame, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.

Ok,thank You.

Thank You very much Kristina, i still have hope.

Dear yetiindom,

Has there been any news? We are extending the timer by 7 days. Please, be aware that in case you fail to reply in the given time frame, we will reject your complaint.

Hello,no nothing changed,i didnt get my money or any response.

Thank you very much yetiindom for your reply. I will now transfer your complaint to my colleague Viliam (viliam.v@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 yetiindom,

I looked at your complaint and will do my best to help you. I would like to invite BluVegas Casino into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal?

Hello Villiam, i received my money yesterday,what a surprise it was😅,after almost all hope lost,a happy ending🙂.I thank You and Kristine vor Your outstanding support💐🍻.Case could be closed.

Dear yetiindom,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards,

Viliam Casino.Guru