Vegasino Casino - プレイヤーの出金リクエストが遅れています。

On December 16th, I requested a withdrawal of €500. Five days passed, and I contacted customer service. They apologized for the delay, but nothing more happened. On December 23rd, I requested another withdrawal of €500 and since neither of these withdrawals has been approved, I have spent several days lodging complaints through your email, but without any results. They always give me the same response (That I need to be patient. That they have many requests...)

I'm starting to think there is no financial department and that they want to keep my money.

According to your conditions, identity verification is not required and the process should take a maximum of 3 days.

What can I do?

Attached is the last response from the casino to my request, submitted yesterday.

El día 16 de diciembre, solicité un retiro por 500€. Pasaron 5 días y me puse en contacto con atención al cliente. Me pidieron disculpad con la demora pero nada más. El día 23 de diciembre solicité otro retiro de 500€ y como siguen sin aprobar ambos retiro llevo varios días reclamando a través de su correo electrónico pero sin resultado. Siempre me dan la misma respuesta (Que tengo que tener paciencia. Que tienen muchas solicitudes...)

Empiezo a pensar que no existe ningún departamento financiero y que se quieren quedar con mi dinero.

Por sus condiciones, no es necesaria verificación de identidad y el proceso debería durar como máximo 3 días.

Que puedo hacer?

Adjunto la última respuesta del casino a mi solicitud, presentada ayer.

Dear Potranko,

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 the 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, please, let us know and we will intervene and try to help you.  

Thank you in advance for your patience and understanding.  

Best regards, 

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.