Las Vegas USA Casino - Withdrawal request pending for 11 days now

RESOLVED
frankiegello United States
posted on April 9, 2016.

I submitted a withdrawal request on 3/29/2016 (11 days ago) and it still shows as a pending payout. I've emailed support and have yet to get a response. And now when I try their online chat, it keeps telling me they are unavailable and directs me to email them.

Starting to wonder if I will ever see that money.

posted on April 11, 2016.

Dear Frankiegello,
Your withdrawal is sitting in Security Clearance because they are contacting you requesting documentation. They have also called you on April 4, 6 and 8th and didn't get a response. Please contact our Security Department. Thank you

frankiegello United States
posted on April 11, 2016.

Thank you for the info. I will contact Security Clearance but just to be clear, I have no missed calls on my cell phone for the dates you mentioned; April 4, 6 and 8th. Nor do I have any voicemail messages. In addition, I have not received any emails (or messages in the online system) from you stating documentation was needed and the withdrawal request has not updated to indicate anything additional was needed.

I will try contacting Security Clearance but your customer communication is pretty poor.

frankiegello United States
posted on April 11, 2016.

Update: Contacted Security Clearance. They resent the email with the documentation request. I will provide what is asked for and update as soon as I can.

frankiegello United States
posted on April 11, 2016.

Provided the necessary documents and then spoke to the Security Department over the phone to verify some information. They said everything is good and my withdrawal will be processed. It seems there was a breakdown of communication as I had never received the initial emails they were sending and I do not have any record of phone calls attempted on the dates mentioned. I will chalk this up to an unfortunate series of events.

I am rather impressed with the speed of communication and getting things processed accordingly today. However, it would have been nice to not have to post on this site in order to get everything resolved.

Don't get me wrong, I will continue to use the site. Now that my documentation is on file and verified, I don't expect any future delays with withdrawals.

This matter can be closed.

AskGamblers
posted on April 12, 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