This Is Vegas Casino - プレイヤーの出金が遅れている。

I'm trying to withdraw money from my account. In response to my messages they said it could take up to 7 business days. It's gone and I still haven't received it.

Estou a tentar levantar o dinheiro da minha conta. Na resposta às minhas mensagens diziam que podia levar até 7 dias úteis. Já passou e continuo sem receber.

Dear PedroSobral,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear PedroSobral,

Have you received your withdrawal from the casino yet?

Good afternoon. Not yet. It has been pending since 8/19

Thanks

Boa tarde. Ainda não. Está pendente desde o dia 19/8

Obrigado

Thank you for your reply, PedroSobral. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification? Have you accumulated your winnings with or without an active bonus?

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

I received an email saying that the account was successfully verified. However, they asked me to fill out one more document.

I still haven't gotten the pick up.

Thanks

Recebi um mail a dizer que a conta tinha sido verificada com sucesso. Entretanto pediram me para preencher mais um documento.

Ainda não consegui o levantamento.

Obrigado

Have you made any successful withdrawals before? Have you accumulated your winnings with or without an active bonus?

Could you please advise what is the current status of your withdrawal request? Is it marked as pending or processed in your account?

It is currently requested

Neste momento está requested

Thank you very much PedroSobral for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@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.

Thanks. I hope the situation gets resolved. I think there should be a rule that only allows deposits when the withdrawal is already authorized

Obrigado. Espero que a situação se resolva. Acho que devia haver uma norma que só permitisse depósito quando o levantamento já estiver autorizado

Dear PedroSobral,

I am so disappointed to hear your withdrawal hasn't reached you yet. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite a This Is Vegas Casino representative to join this conversation and participate in the resolution of this complaint.

Dear This Is Vegas Casino,

Could you please state why the player's withdrawal has not yet been paid out and when can he expect payment?

Thank you in advance for providing the information.

Kind regards,

Stefan

Hi PedroSobral,

I've reached out to Finance Dept. to check why this payment has not gone through.

I hope to have an update within the next 48 hours. I'll make sure your withdrawal is processed promptly if verification of your account is completed and terms of casino respected.

Best regards,

This is Vegas Management

OK. Thanks. However, last week I canceled the lift and tried to lift again. I still haven't received

Ok. Obrigado. Entretanto na semana passada cancelei o levantamento e voltei a tentar levantar. Ainda não recebi

Hi PedroSobral,

Yes, when you reverse a withdrawal and request a new one, the new withdrawal re-enters the payment queue from the back.

Nonetheless, I'll get this sorted and make sure your withdrawal is paid promptly.

Best regards,

This is Vegas Management

Dear PedroSobral,

I hope you are doing fine.

Do you have any news regarding your withdrawal? Did you manage to request a new withdrawal? I am looking forward to your answer.

Kind regards,

Stefan

The survey was not carried out and I have not heard from the company

O levantamento não foi efetuado e não tenho tido notícias da empresa

Dear PedroSobral,

I am not sure if I understand your answer. Did you try to reverse your withdrawal and request a new one?

I am looking forward to your answer.

Kind regards,

Stefan

Yup. But it's been over a week

Sim. Mas já foi há mais de uma semana

Dear This Is Vegas Casino,

Could you please state why the player is not able to reverse the withdrawal and make a new one?

Thank you in advance for your response.

Kind regards,

Stefan

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’.

If it is not resolved what can I do?

Se não for resolvida o que posso fazer?

I have finally received the survey

Já recebi o levantamento finalmente

Dear guiodkimberly,

I am really glad to hear that! As the complaint has been successfully resolved, we will now close it as "resolved" in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

Kind regards,

Stefan