Vegas Rio Casino - プレイヤーは撤退に問題を抱えています。

I signed up and played with their welcome NDB. I met the insanely high playthrough requirement and followed all their terms and conditions. I made a payout request which was repeatedly denied as they wanted me to send in personal information and ID (to be expected) - I sent my KYC documents in 4 times (yes, four times I emailed them the document) and each time they canacled my withdrawal request stating they needed my KYC documents. 

finally two weeks later my KYC documents were approved. I made another withdrawal request which was finally being processed. Keep in mind this is a crypto currency payout (bitcoin) which should be instant as with most other casinos. It has now been two months since my documents were approved and more than two months since I requested payout of my winnings. 

I have contacted support at least a dozen times, via email and live chat. Each time they tell me the same thing "someone will contact you via email" and that email never ever arrives. 

they have no phone number and no credibility. DO NOT PLAY HERE YOU WILL NOT RECIEVE ANY WINNINGS. They violate their own terms and conditions and there is nothing you can do to stop them. No casino should take months to honor their obligations and pay out your legitimate winnings. Beware do not trust this scam casino

Dear Paulnathaniel,

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.

Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only? Do I understand correctly your withdrawal is currently 'pending' in your account?

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

They have stated no reason for the delay, and I have been told my KYC was approved and the withdrawal is " in process" - there is no legitimate reason to refuse the withdrawal. The fact is they are simply not paying it out and refuse to communicate with me. Each time I reach out they say the same thing "someone will reach out" and they never do.

Thank you very much, Paulnathaniel, for providing the necessary information. I will now transfer your complaint to my colleague Veronika (veronika.l@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.  

Dear Paulnathaniel,

I will be taking care of your complaint from now on. I've just reviewed your case and fully understand your concerns about getting the payout. I'll try my best to help you resolve the issue by contacting the casino.

I would like to ask Vegas Rio Casino to join the conversation and aid in the resolution of this complaint.

After launching this complaint they did send me my payout. So hopefully it worked 🙂

Thank you for your help.

I'm glad to hear that. Please let me know when you receive your winnings.

The casino representative informed us the player received his winnings. Paulnathaniel, can you please confirm it?

Yes I can confirm they were paid ! Thank you

Dear Paulnathaniel,

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.

Kind regards,

Veronika

Casino.Guru