Complaint #3 Bella Vegas Casino

Credit card refund refused

By teri01666

11 years ago

Message on forum

hello i played here at the grandprive group for long time i never had any problems, until now.

in December 2013 i made deposit from card *3763 it instantly failed.

okay i went to view my credit card balance online and it said the transaction to *stunninovations went through and the money was gone from my card.

i notified them regarding this but they said take a screen shot of my transaction history showing this, i did and emailed them what they asked.

they later told me they wanted the print out of my statement. at that point i cant login to view my statement online anymore cause my credit card company is investigating this transaction, with a dispute.

now i went ahead and got my statement emailed to me from my credit card company and i forwarded to the betgrandprive group.

now that they have my actual statement showing that they did in fact take my deposit, they are ignoring me now.

still no refund was ever made to that card.

the deposit i made failed in the cashier but in the end they went ahead and took it from my card.

please help.

Disputed Casino Bella Vegas Casino

Reason Refund declined

Amount $23

Discussion

AskGamblers

• Support Team

12 years ago

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.

teri01666

• 17 reviews

12 years ago

thank you for looking in to it and refunding the amount that was taken, from the failed deposit.

i spoke to the mastercard company and they said i will receive that refund from dispute within 7-10days.

thankyou this complaint is now resolved.

Bella Vegas Casino

• Representative

12 years ago

Dear Teri01666,

Right away we want to apologize for the interval in responding to your query.

We received your bank statements on Monday, March 10th 2014 (thank you for that) and as per our reply email on the same date, we needed some time to investigate thoroughly.

According to your bank statements the rejected amount in question (that never reflected in your Casino account), does show as “refunded” in your account.

However, as an act of good will and because we value you as a Player, we will compensate you for the $23.42 in dispute.

This amount will be reimbursed today. Kindly allow up to 10 days for the money to reflect in your bank account.

Please feel free to contact us at any time if you have any queries, we’ll gladly assist.

Kind regards,

Bella Vegas Casino Customer Support

Bella Vegas Casino Complaint Stats

Resolved 3 / 9

Avg. Amount $282

Avg. Complaint Duration 5 days

Avg. Response Time 3 days

Bella Vegas Casino Complaints

See all complaints for this casino

Supposedly processed payments never received

I have these two withdrawal request not received.One for $1000.00 processed 08/21/2020 the other for $161.00 processed 08/28/2020. I had been contacting the casino quite often to get the status of my withdrawal to only receive different information from each chat agent when I would receive payment. I submitted an email also to support regarding my withdrawals and have not received a response.After being persistent on contacting chat about my withdrawals they tell me today that I have already been paid it is now 09/18/2020 and I have not received payment yet the casino gave me a bitcoin address that they said they submitted the funds to which was not the address I had given them. I will send a few conversations I had with chat agents and also the two payments in my casino statements that still say processed. The casinos term and conditions states you will receive payment up to 5 business days once payments are processed? my payments say processed since 08/21/2020 and 08/28/2020. Also when I have received payments in the past once they paid me they change the statement to completed which they have not done for either withdrawal request. Thank you and If you need more information please let me know. I would not be submitting a complaint but the casino is dismissing me and I would like to receive my winnings that I won fair and square!!

8/21/2020 11:51 PM 816316 Withdrawal Payment by Bitcoin Processed ($1,000.00)

8/28/2020 4:57 PM 817551 Withdrawal Payment by Bitcoin Processed ($161.00)

14 minutes ago

Ryan

Hi Luke I still have not received my two withdrawal one from 08/21 processed for 1000.00. The other processed on 08/28/ for 160.00

Luke

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Luke

Hi there.

Ryan

Could you please check to see why so delayed. I thought bitcoin was supposed to be 5 business days after being processed?

Ryan

I have spoken with many chat agents in which I ask them to check my withdrawals and the last 6 agents all had different information to give me that did not match up. I guess I will submit a complaint. I have the screen shots and all my saved conversations. I don't really want to complain but if I can't seem to get anywhere in chat and my emails are being ignored what choice do I have???Thanks for not responding Luke you have finalized what steps I need to take next!!!!!

Luke

You withdrawal has been paid

13 hours, 2 minutes ago

Theresa

Hi Ryan

Ryan

Hi Theresa, How are you today? I am trying to figure out the delay with my withdrawal requests?

Theresa

Very well thank you apart from delays in the system, please bare with me as I look into the matter at hand. Trust you are well too:)

Ryan

I am and thank you for checking!!

Theresa

Thank you for holding, is this for $1000 wire?

Ryan

Bitcoin

Ryan

one for 1000.00 and one for 160.00

Theresa

Ok I saw both, they have been processed and you should be receiving payout by 21st

Ryan

okay thank you for checking!! Have a great evening Theresa

Theresa

You are most welcome, thank you, enjoy:)

13 hours, 45 minutes ago

Alex

Hello Ryan. Tropic like it’s hot with the Last Days of Summer! Tis the sea-sun to enjoy mini games, new slots, leaderboards valued at over $180,000, and a sizzling promotion daily. You can also float your boat with $40,000 in cash for the taking. Swim over to Promotions and start shell-abrating!

Ryan

Hi Alex I am following up on my withdrawal requests. I sent an email also. Could you please check on the status?

Alex

One moment please.

Alex

Thank you for holding I se you send through the casino statement we need your Wallet Statement so that we can send it through to Finance to check for the withdrawal. From our end the withdrawal was paid you should have received it b now.

Ryan

How do I send a wallet statement? I use cash app which has my bitcoin account within?

Alex

We need the statement from your cash app.

Ryan

I will have to find out how to do thatonce I get it do I send it to the same email?

Alex

Yes that is correct.

Ryan

okay thank you

Alex

It has been my pleasure to help you today. I hope to see you online soon. Have a lovely day.

If you need more information let me know.thank you

Unresolved

$1,161

Withdrawal still unpaid since July 21st, 2019

I did my play through on my bonus. Which made all my funds available for withdrawal. On July 21, 2019 I made a withdrawal of $850.00. An email was sent to me, which I found 2 1/2 weeks later in my junk mail - so I provided all my documents. I was told that payouts were to happen on the Thursday, which would be at this point August 1, 2019. Checking at various times on my withdrawal I noticed Bella Vegas had withdrawal pending and it was dated July 31st, 2019, 10 days after my original date. I did the chat online, and was told it would be escalated to the Finance Dept and I should check back a few days later. I checked back a few days later and Chloe, Logan and Luke all disconnected me after I asked my question. I cancelled the withdrawal on August 11, 2019 and put funds back into the casino. I immediately performed the withdrawal again, received the email, and sent all my documents in. At this point in time, I am owed $850.00 for almost 4 weeks now. Nothing has been escalated and the phone number provided for Canadian callers does not work. This is a highly frustrating process. Can you help? Thank you so much.

Unresolved

$850

Every Delay Possible

On March 17, 2019, I requested a withdraw of $250.00 from this Bella Vegas Casino, around March 25th I contacted live chat to find out why my withdraw wasn’t sent into my bank, the Agent informed me not to worry, your withdraw will be there in a couple of days, 2 days went by, I still have not received my funds, contacted live chat again, this time I was informed that I needed to be verified, no mention of this from the other dumb Agent, I mentioned, I was just verified a few months ago, so why again? The Agent replied; “that is what they need to process the withdraw, as soon as you send your documents, they will release the withdraw”.
The 29th, I sent an email advising them that of their lies and what’s with the delay tactics, (no response). I sent the documents as they requested, the same day I received an email saying; I must fill out a document and send it back, I did that and sent it back. On the 30th, I sent another email, again no response.
A few more days went by, contacted live chat to hear more lies saying; “we are having issues with our processor, you should receive the withdraw in a few days.
Now about 7/8 times contacting them, more BS about their processor.
A few more days, now around, April 20th, same BS, now their processor is fixed, I asked for a supervisor (Steven), more lies, but this time we are checking to find out where your withdraw went, next day called to talk to Steven, he was not available, called back and he was gone for the day, started talking to supervisor Edward, again more lies, more back and forth, April 30th, now I’m asked to send my bank info to show the funds never went into my account.
Now on May 5th, the funds were placed back into my Bella Vegas account, I was asked to request another withdraw of $250, so I did.
Checking in my bank account, I noticed that back in Nov/Dec, they scammed me, by not paying out my full 3 withdraws of a hundred each, but I did receive one withdraw of a hundred and nothing after that.
Now waiting a month and 3 weeks to receive my win from this scam Casino, which I found out that they were Blacklisted on almost every platform in the Casino industry.
They scammed me good this time!
At this point, I know that I will not be receiving my funds from this site and they will keep the money, but I want every Player to know what the GrandPriv group is all about and stop playing on any of their Casinos.

Unresolved

$250

Declined payment

Played their no deposit bonus, quietly get it ordered the payment of 2.12. On 7th payment was cancelled and money disappeared from the account. A support to the demand to return the money is turned off do not respond to letters.

Resolved

Bella Vegas Casino refusing to pay my winnings 100 euro only!

To summarize long story make short I had created a account with Bella Vegas Casino and claimed a free chips for play but lost on 5th of June. I had loved casino's slots for their outstanding graphics and sound. So I intended to play further after deposit. But while deposit I was aware that my email address had put down while registration was little wrong means completely wrong where into BetOnSoft casinos email address is the user unique ID/account number ( I had put wrong email - [email protected] Instead Of correct email [email protected]). I immediately informed everything to support team then she told me to create a new account with correct email address and she had closed previous account as per my request. I had then deposited 20 euro and claimed a 300% bonuses which also combined 10 free spins with my deposit. I was happily enjoying my play slots there but lost 80 euro at the end. Then I had started 10 free spins provided by support agent and here I got some luck :) . I had managed to win 100 euro after met all play through then requested withdraw 100 euro on 6th of June. On 9th June Monday (payday) I went into my Bella Vegas Casino account then I met support agent Steven to ask when about they gonna process my winnings. But Steven told me I have duplicate accounts so,they don't gonna send my winnings of 100 euro. I had explained everything politely that my previous account has been closed as per my request because of wrong email address. After 30 minutes live chat conversations he had requested to email them details to review with higher management. I had sent then details incident but my explanations did n't make them understand the whole matter. My winnings came from after made deposit and deposit combined bonuses which was not from any free chip. But still now refusing to pay my winnings which is completely unfair and harsh decision with me. Please dear ASKGAMBLERS, help me where I am completely unable to make them understand the true facts. My winnings 100 euro I managed to win after my deposit not from any free chip.Here I have attached some evidences to make the matter clear. Thank you.

Unresolved

€100

extra withdrawals from my bank account?!

I made deposits to my casino account and they came out of my bank account twice. I was told to send in bank statements, which I sent and was asked to wait for the finance team to investigate. I waited over two weeks the first time, and a week and counting this time. The first time the transactions came out under the same name as the authorized casino deposits, this time they came out on the same day, same amount, but under a different name. Bella Vegas was the ONLY place I used this card at and the extra withdraws from my bank account matched authorized amounts EXACTLY.

Unresolved

lost before start playing

I have been playing here for a while and I noticed that after I received my bonus I went to the statement section and it had already said lost...How did they know I would lose before I ever played the bonus?

Unresolved

Bella Vegas Casino withdrawal request

On 12/10/11 I requested a withdrawal from Bella Vegas. I had to go through 2 playthroughs and I forfeited 2 bonuses. I had close $400 that I could withdraw. I chose to take $370. Out of the $370 I paid $30 for courier services (dhl). I left $22 in the account to play with later. On 12/14/11 I checked my casino account to see if everything was ok and I notice my with withdrawal was $190. I spoke with one of the support staff and he didn't have a clue what was really going on, he even brought up about wiring transfer and wiring was not even one of the options when i was doing the withdrawal. He couldn't explain what had happen to my satisfaction and he told me he would refer this to the casino financial department and I should get a response in 24 hours. I get an email on 12/15/11 saying a check for $120 was being sent to me, should be here in 3-10 business days. I sent them an email to them on 12/15/11 asking them why was I now receiving $120 instead of $190. Today is the 21 of December and I still have not received a reply. If there was something wrong at the time i asked for the withdrawal I should have been told. I went through 3 different support staff and no one really have a clue whats going or they try to tell you something to comfort you. I think this is wrong and I won't be playing there again. I just want to know what happen with my $340

Resolved

$150