Royal Vegas Casino - Withdrawal Missing

RESOLVED
posted on November 2, 2015.

I signed up to Royal Vegas a few days ago fri 30th October, i played for a few hours and after getting past the wagering requirements for the welcome bonus I finally made enough money to make a withdrawal. I withdrew $50. I then logged back on Saturday 31st the next day and when i went to the bank I was asked if i wanted to reverse my withdrawal, i declined and made a deposit from my debit card. I did this a few times during the day. I then went to my statement and noticed my $50 withdrawal was not there, i contacted someone on live chat and they said it was getting processed and to contact someone again on Monday to see where it was. I then played some more made another withdrawal of $200. After doing that I print screened my withdrawl and then print screened my Statement because I thought it was very odd the $50 was gone. So it's Monday and I have now spoken to at least 6 different people on chat and all have told me that i have never made any withdrawals. I told them I have proof. One gave me an email address to send to but I never got a reply and when i sent it he disconnected me. Anyway I want my money. Royal Vegas has stolen from me and I think it is EXTREMELY rude when their customer support reps are on all these different chats and typing to the wrong person! I have attached my screen print, unfortunately I didnt make one of my $50 because I didnt think this casino would be dodgy, but I have learnt my lesson. I do understand when there are technical problems, but I have spoken to many of there reps and explained to each one of them and their answers are basically 'No you have not made withdrawals' then they dont reply for 5 minutes because they are chatting to other people.

AskGamblers
posted on November 6, 2015.

Dear @kdm85,

Any updates regarding your complaint? Thank you.

posted on November 6, 2015.

Hello @AskGamblers,
Still no update, I have heard nothing from them. I have tried talking to another customer rep and no one is willing to help. I'm not really sure what I should do? I just want this resolved, and it should be easy as I have proof.
Thanks :)

posted on November 6, 2015.

Hi

We are investigating the issue and I will get back to you as soon as I have a reply.

Regards

Wim
Fortune Lounge

posted on November 6, 2015.

Thank you, It's so nice to finally here something is being done about this :)

posted on November 9, 2015.

@Royal Vegas Casino,
I have still not heard anything about my money?

posted on November 9, 2015.

Hi

Unfortunately I do not work over weekends but will get back to you during today.

Regards

Wim
Fortune Lounge

posted on November 10, 2015.

Hi

Firstly I wish to apologise for us creating the impression that we have been rude by dealing with your chats at the same time we were dealing with other players. Unfortunately we have to do this in order to deal with the volumes we experience.

I have checked your account and it is clear that you were reversing your pending withdrawals resulting in the amounts you mention not being available anymore.

I will send you a statement of the withdrawals you reversed.

Regards

Wim
Fortune Lounge

posted on November 10, 2015.

Yes i would love to see these reversals I apprently made, from the imaginary withdrawals your people told me I made. Now your saying I did in fact make the withdrawals but I reversed them?

AskGamblers
posted on November 11, 2015.

We have asked the casino management for evidence regarding the reversed withdrawal.

posted on November 11, 2015.

They sent me a statement, I went through it all, I am confident I didnt reverse my 2 withdrawals. Everytime i chatted to someone from Royal Vegas said their was no evidence I even made withdrawals, now all of a sudden there are statements that neither I or the people from Royal Vegas could find. The statements show i made reverse withdrawals, but I know I didn't. Anyway I had enough because apparently they have clear evidence showing I'm wrong. I have made them delete my account and remove my credit card details because I want nothing to do with them. I basically look like a liar because these "statements" have magically appeared all of a sudden showing reversals, when I continually asked for statements and help from them for over a week. I won't ever be playing any Fortune Lounge Casinos now.
Thanks for your help askgamblers

posted on November 11, 2015.

Hi

The statements did not just "appear".

What I sent you is directly from your PlayCheck which you have access to yourself.

The agents you chatted to could not see any pending withdrawals as the funds were reversed by yourself and therefore did not show as withdrawals in progress.

Also, the agents explained to you exactly how to retrieve the same information I sent you

Regards

Wim
Fortune Lounge

posted on November 11, 2015.

No they did not!!! I have kept the chat logs, i know exactly what they told me. I kept all of them, Your people are useless. Their exact words were "you have never made any withdrawals, you must have another account" "there are no records of you ever making withdrawals"
They never gave me any information.

AskGamblers
posted on November 13, 2015.

We have received clear and and valid evidence from the casino's management which in no doubt shows that player reversed all the withdrawals.
Based on the fact stated above we consider this case as resolved in casino's favor and officially closed.