Sxvegas Casino - プレイヤーは予想外の高い出金手数料を請求されました。

I have won $100 off a No-Deposit After 3 weeks my Documents were approved and I had asked when I joined the site about any fees withdrawing and was told no fee on BTC withdraws. So I was told I need to make an initial deposit of $30 and play it 1x, I did that, then proceeded to withdraw the NDB winnings of $100. After about a week I got an email saying to manual send my BTC wallet and casino username info to another email where my BTC withdraw will be processed in 7-10 days through a 3rd party processing, It also stated in that email that there will be a FEE of $30 for processing of my $100 via BTC withdraw. Instantly I thought how is there such a high fee with the fact I was told there is no fee for BTC withdraws , Let ALONE there is only a blockchain fee and no 3rd party processing is that high of a fee. I asked the casino if there are BTC withdraw fees once more to verify and they said no fee , So then I told them well I got an email saying there will be a $30 fee to ask them about it and they dont have much of an answer for me they just said yeah theres a $30 fee. So it seems that the casino is just deciding to take $30 from my withdraw just because I won off a NDB . Can Someone please confirm this is a thing or if the casino is just taking money from my withdraw because I won free money and they just want to take $30 from it. It sure seems sketchy as if someone is just deciding to take money just because I won off the NDB. - Side note I am apparently being paid by the 10th which 100-30 is $70 total . just seems ridiculous or very sketchy they are taking so much money for a so called (MADE UP) fee.

Dear turtlebeast46,

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. Was it your first withdrawal in this casino, or you have collected winnings successfully in the past? Could you please advise in what form was the No Deposit given to you? Was it a free chip of a certain value? Sometimes these free bonuses are deducted from the entire amount of winnings. Is it the case?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

This was NDB Free Chip I beleive it was $50 free chip Wagering 30x with a Cashout of $100. The withdraw was approved for $100 so that 100 is the total winnings. This is also the first time withdraw here at the casino but I did make an initial deposit needed of $25 which i wagered 1x which was needed and only wagered the exact 25 to make sure it didnt cut into any of the $100 NDB winnings. So its just down to the fact that they are taking $30 from my withdraw of the money I won off their welcome bonus free chip. I am not sure I have chats saved but I spoke with them many times since they took a long time processing my documents and I also asked at least twice about any withdraw fees as I do as one of the standard questions when I join any casino. Withdraw fees / min / max .. ect.. was told no withdraw fee . but then when questioned about the $30 fee from email they sent they said oh yea $30 fee but didnt tell my why just said 3rd party processing. I believe its a made up fee all because I won money off their NDB free chip when I joined. this is why I am trying to get to the bottom of it.

Sorry to correct the NDB was the $100 free chip wagering was 3,000 I believe. but all else correct .

Thank you, turtlebeast46, for your reply and the forwarded email. I have checked the Banking section on the casino's website and this is what I found (here):

"Different methods have different withdrawal fees attached to them."

Also, in the general terms and conditions there's a bit about the withdrawal fees (here):

"Processing Fees and Limitations

All withdrawals may incur a processing fee of up to $50, according to withdrawal sum and/or the payment processor.

Due to 3rd party processing constraints or policies, the withdrawal amount paid or processed to players on a weekly or monthly basis may change.

1.5% fee will be charged on all Bitcoin withdrawals. For example: If Player requests $500 withdrawal via BTC, the player will receive $492.50"

That doesn't correspond to your withdrawal fee at all. Therefore, I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Okay thanks , I hope it gets resolved as well. For $30 for a fee out of a $100 withdraw, It seems so ridiculously high. To update I ended up receiving my withdraw and got $68 in total via Bitcoin wallet. The whole reason Im reaching out is because I have never seen ANY casino with such a ridiculous fee and I beleive they are just taking it just because I won off a No deposit welcome bonus and dont want to give out the whole $100. If there ends up being no resolution I at least want the community over here to know not to trust them and what happened with my withdraw.

Hello turtlebeast46,

This is Tomas, and from now on, I will be taking care of your complaint. I have reviewed your case, and I would like to invite Sxvegas Casino to join the conversation and participate in the resolution of this complaint.

Dear Sxvegas Casino,

Could you please explain why you have charged the player a 30% processing fee instead of a 1.5% fee? Upon your T&Cs, Bitcoin withdrawals should have a 1.5% processing fee.

Thank you.

Best wishes,

Tomas

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 turtlebeast46,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Tomas