Vegasoo Casino - プレイヤーの撤退が遅れています。

I have been waiting withdraw since the 10th of August, I had verified account, ID and bank statements and address, I have made a complaint to there complaints team and contacted live support, just to be told its escalated to the proper team to investigate, worst part is they don't keep you updated..

Dear Connie,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Do I understand correctly that the withdrawal is still pending inside your account without being processed? 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?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but more than a month is unusually long time.

However, 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

Hi

I withdrew from my gaming account, I contacted a day after live support asking if I needed to verify anything but was told I didn't need to, days turned into more days and I receive an email telling me I needed to verify account, ID, address bank statement, sent those and kept contacting they have told me the payment provider had sent withdraw but I never received it so I have now sent the whole of August bank statement, its frustrating as I am told I'm a priority, live support can't do much as I just want an answer, I've emailed a complaint to there complaints team

I also received an email today after I sent my 3rd complaint to vegasoo telling me that it's under investigation as the financial team have to find out what has happened with the money, prior to this I have sent them bank statements of my personal account and my visa debit account bank statements as this is the way I deposit money

Thank you very much, Connie, for providing all the necessary information. I will now transfer your complaint to my colleague Andrej 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.

Thank you so very much for all your assistance

Dear Connie,

I’m sorry to hear about your negative experience. I’ll contact the casino and try my best to help resolve the issue.

I would like to invite Vegasoo Casino to join this thread and participate in the resolution of Connie’s complaint.

That would be great, it's really frustrating as both live chat and emails from vegasoo haven't been much help

Hi just advising vegasoo have refunded money into my gaming account thank you for your help I so hope I don't have same problem in near future

Thank you, Connie, for the update. I’m glad to hear the good news.

Could you please advise if you were informed why wasn’t your withdrawal processed? Are you now able to request another withdrawal?

Dear Connie,

I’m extending the timer by 7 days. Kindly note that in case you don’t reply in the given time frame, I will have to reject your complaint.

No I wasn't advised at all about what the problem was, I didn't ask actually after seeing funds in my gaming account, I'm hoping it doesn't become a issue in future

Thank you, Connie, for your reply. Do I understand correctly that you haven’t yet tried requesting another withdrawal? Considering the issues you experienced trying to withdraw your winnings, I would advise you to restrain from using the services of the casino at least until you are certain that the issues wouldn’t occur again.

Definitely didn't try to withdraw funds again as I took such a long process, they did advise me that I could now withdraw funds from my gaming account, but have been so skeptical since all of this

Could you please tell me how I could find this out as there live chat don't really know themselves everytime I have tried contacting to previous withdraw

Thank you, Connie, for your reply. Could you please clarify your question? Are you experiencing any issues while creating a withdrawal request?

No I haven't tried to withdraw since my first one I still haven't received any explanation of what happened

Thank you, Connie, for the reply. Do I understand correctly that you are no longer interested in withdrawing your winnings?

Yes

Thank you, Connie, for clarifying, but please understand that this means we have to reject your complaint.

Thank you for using the Casino Guru resolution center and please, do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Best regards,

Andrej, Casino.guru