Mr. Vegas Casino - 選手の退会が遅れました。

It's a small amount, but I needed some money, so when I tried to withdraw, I couldn't withdraw with the same Vega wallet as the deposit. chatted. I have been authenticated, and the support person doesn't know, so I told them that it is urgent, so please solve it immediately. I couldn't withdraw even after 5 to 6 hours, so I chatted with support again. I tried troubleshooting, so I told him that it was useless even if I tried. I was told they would contact me again. Even after several hours passed, I didn't hear from you. Isn't it important to report the progress, such as what is the reason for not being able to withdraw, and when and by what time will it be resolved? For the casino, the inability to withdraw money is related to the biggest credit problem. Otherwise, it's just a game center. It's an amusement center. I want my time and money back. All the documents have been completed, and even though I was able to withdraw money a few days ago, I can't do it anymore. "Can you say it's a decent site?" It's a game center. It's stupid.

Dear 72HITMAN72,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that your payment is still pending inside the account without being processed? Could you please specify how many days ago was your withdrawal requested? Have you received confirmation about successful account verification?

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, especially if it’s your first withdrawal. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. 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

Hello. Thank you for your reply.

Regarding your question, the account has already been verified.

And I paid out a few days ago.

The support person also said that he didn't know why even though the authentication was over.

Even so, I can't withdraw, and they won't even tell me to solve it as soon as possible.

Could you please specify how many days ago was your withdrawal requested? Was it less than 14 days ago, please?

Hello. yes

After reviewing it, it was withdrawn on 2023/03/09.

From the forwarded screenshot I identified a withdrawal of ¥10,000 being processed on 9/3/2023 is it the one since the disputed amount of this complaint is ¥15,000? Thank you.

The reason why I set it to 15000 yen is that when I posted here, I had an urgent expense and applied for a withdrawal, but I couldn't do it for no reason. They said they didn't understand and they didn't do anything.

Thank you very much, 72HITMAN72, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. However, I would like to warn you that it seems to be a common practice of Mr. Vegas Online Casino to ignore us in our attempts to mediate any kind of issue. Regardless of some unresolved complaints marked "No Reaction Policy" we keep on trying.

PS: I corrected the disputed amount from ¥15,000 to ¥10,000

Hello. thank you. Do you mind if I wait?

Hello there,

Thank you 72HITMAN72 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Mr. Vegas Online 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!

Hello. Is it okay if I just wait without doing anything until I hear about the progress?

Of course, we will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Hi there,

The last withdrawal was approved from our side 9th of March 2023 11:21:05 GMT. It was sent via Ecopayz. The withdrawal has not reverted back to us.

However, there seemed to be some issue still after that date. On 21st of March we tried to re-verify customer's account to solve the issue and suggested the customer to try to make a new withdrawal. No withdrawal attempt shows in our backoffice, and the customer has not been in contact with us after that date.

We have no way to confirm if the issue has been fixed as it would need action from the customer.

Kind regards,

Team Mr Vegas

Mr. Vegas Online Casino could you please provide us with a payment receipt of the withdrawal and try to contact the payment provider to investigate what has happened to the withdrawal.

Thank you in advance!

Hello. The above casino said "I proposed to try a new withdrawal", but I tried again and again. I also contacted support multiple times. Some of the support staff also said, ``I can't understand why I can't come to work even though my identity has been verified.''

Hi Peter,

We are checking the latest withdrawal from 9th of March.

Unfortunately, we are not able to provide detailed information over this forum but we will let you know if the withdrawal was successful on the payment provider's end. We can naturally email to the customer with further details.

There are no other withdrawals created after that. With current balance, no withdrawal is possible.

Kind regards

Team Mr Vegas

Hello. I am filing a complaint on March 18th (Japan time), not on March 9th.

Hi there,

We have sent the customer an email on 21st of March to try another withdrawal to see if it would be successful.

As there's no records of withdrawal attempts since 9th of March, we could not investigate it further. We suggested a solution on 21st of March via email but received no response from the customer. Please do note that we have no way to help our customers if we do not get any feedback for the attempts of fixing an issue.

We consider this complaint as resolved due to lack of communication from the customer's side.

If the customer still has withdrawal issues, our customer support is more than happy to help to solve the issue.

The customer can also contact us directly via mrvegasteam@mrvegas.com

Kind regards,

Team Mr Vegas

I emailed a solution on March 21st, but did not receive a reply from the customer. Please note that there is no way we can help you if you try to fix the problem and get no feedback.

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Hello. I have sent the above e-mail, but I have not received it. I needed money for urgent business, so I tried chatting many times and asked questions, but they said that they would contact me by email later, so I checked my email many times, but I couldn't get in touch.

 3 月 21 日にメールで解決策を提案しましたが、お客様からの返信はありませんでした。問題を修正しようとしてもフィードバックが得られない場合、お客様をサポートする方法はありませんのでご注意ください。

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Hello. I have sent the above e-mail, but I have not received it. I needed money for urgent business, so I tried chatting many times and asked questions, but they said that they would contact me by email later, so I checked my email many times, but I couldn't get in touch.

Don't lie, the chat support person even said, ``The authentication is over, so I don't know why I can't withdraw.''

Isn't it a big lie that you haven't tried to withdraw since the 9th?

I tried to withdraw again and again during the day.

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.

Hello there,

We do not see any new attempts to make a withdrawal from the player, or any new contact from the player regarding having issues requesting a withdrawal.

We ask that the player reach out to our support if they have issues with making a withdrawal after the solution we offered via e-mail to the player on the 21st of March.

Kind regards.

Team MR Vegas.

Hello. I don't understand what the casino is saying.

The casino did not receive any new attempts to make a withdrawal from you, or any new contact has been made regarding having issues requesting a withdrawal. The casino has asked you to reach out to their support if you have issues with making a withdrawal after the solution they offered via e-mail you on the 21st of March. Please try to contact the customer support about this issue and they might be able to help you.

Dear 72HITMAN72,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.