Vegas Paradise Casino - Unfairly decreasing the amount I'm trying to withdraw

RESOLVED
Lee United Kingdom
posted on October 20, 2016.

Hi


Basically I made my first deposit and got a £50 bonus. I made a withdrawal of £400 which was everything I had in my account. It turns out I breached the rules regarding the size of bet that is allowed whilst using my bonus. Ok fine

So the next day I made 3 further deposits £40, £30 and £30. I did not receive any further bonuses that day. I then made a withdrawal of £600. This was all my money and no bonuses! Now I've been told I'm only allowed £230 out of the £1000 I've tried to withdraw.
On top of this,
Verifying my account is a nightmare. They say as part of the verification process they must call you and chat on the phone. On 2 occasions now I've told them to call me and the email has been ignored.

Sent from my iPhone

posted on October 21, 2016.

Hi Lee,

Thank you for contacting us :)

Can you share you username and email you have used at Vegas Paradise, so that we can solve this issue asap :)

AskGamblers
posted on October 21, 2016.

AskGamblers Complaints Team sends user's credentials directly to the casino management.

Lee United Kingdom
posted on October 21, 2016.

Tried contacting casino several times yesterday via email with no reply. Still not resolved

posted on October 24, 2016.

Hi Lee,

We have forwarded the issue to the investigation team. They are investigating the issue on priority. I believe they will soon come back to after the they come to some conclusion after the investigation. Thank You :)

Lee United Kingdom
posted on October 24, 2016.

I look forward to hearing from you!

Lee United Kingdom
posted on October 24, 2016.

Update
Received an email from "Stuart James" saying they had tried calling me but could not get through.

Clearly not true as I've not missed a call all day and had no notifications of calls missed if signal had dropped out.

Clearly just wasting time.

Lee United Kingdom
posted on October 24, 2016.

I emailed "Stuart" straight back asking him to call me again.

Guess what? No phone call. This happened twice last week too.

Lee United Kingdom
posted on October 25, 2016.

Update

So Adam called me this morning and confirmed my account was fully verified.

He also stated that the casino had made a mistake and that I am entitled to the £600 I had won but they were not going to give me any part of the £400 I had won due to breaking a ruling whilst using the bonus.

Adam insisted the money would be paid today into my bank. I've just checked my account and it says pending.

Will update if the money actually makes it to my bank!

Thanks Askgamblers for getting me to this point.

posted on October 27, 2016.

Hi Lee, Please let us know if you have any update on this. Thank You

Lee United Kingdom
posted on October 27, 2016.

All sorted guys.

Thanks for your help.

£600 arrived in my bank today after casino admitted to making a "mistake!"

AskGamblers
posted on October 27, 2016.

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.