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Old Havana Casino - So slow in verifying and paying....

Complaint Info
Disputed casino Old Havana Casino
Reason Verification issues
Amount $ 350
Posted on July 23, 2014

I won $350 at Old Havana Casino from a $25 with no bonus added....so I submitted for a withdrawal and emailed the required documents right away...copy of Driver's License, Utility Bill, Front/Back of Credit Card and Old Havana Casino's 'Faxback Form'.

Two days later I get this email....

Greetings from Main Street Vegas Group!

In an effort to improve the quality of our service, we have decided to process all our Direct Deposit-ACH traffic through a new provider that has proven to be much more efficient than previous one.

This improvement in processing also requires a little more detailed banking information than the one input into the system upon requesting the withdrawal, therefore please submit at your earliest convenience the following information:

Bank Name:

Bank Account Type (savings or checking):

Bank Address:

Bank City:

Bank State:

Bank Zip Code:

Account holder's name (must be the same person who owns the casino account):

Account holder's address as registered with the bank:

Account holder's account number:

Account holder's bank routing number (Please make sure this routing is

valid for international ACH transfers ):



Please ensure that the information provided is absolutely accurate and correct as if an ACH is returned due incorrect information, the client risks being black listed . This applies also to the Bank Name, Routing & Account numbers entered directly at the casino cashier upon requesting a Direct Deposit ACH withdrawal.

All returned and re-send fees will be deducted from the player's

withdrawal. Withdrawals with incomplete/missing information will not be


We look forward to hearing from you soon.


Changes in banking details are the sole responsibility of the player.

Changes must be provided to us via the following email address:


Failure to do so will produce rejected/returned payments which will result in black listing.

-- -------------------

Best regards,

Financial Department

Old Havana Casino

Main Street Vegas Group

This was the same information that I filled out on Old Havana’s fax-back form...but I still filled out the information and emailed back right away.

I received this reply back:

Dear Kate,

Greetings from Old Havana,

Thank you for providing us with your banking information. We have just updated your profile.

As soon as we start processing your withdrawal, we will notify you accordingly.

Best Regards,


Financial Department

Main Street Vegas Group

Fine so I think...that must be all but oh no...today I receive this email from Old Havana Casino:

Thank you for choosing Old Havana Casino! It is a pleasure to be of your assistance.

This email is to inform you that we are trying to contact you by phone (my home #) in order to verify your casino account information for withdrawal purposes, but no luck. Please let us know when will be a good time to call you back.

This phone call verification will required in order to process your payout.

Remember that your satisfaction is the mainstay of our success; please do not hesitate in contacting if you need further assistance.

Best Regards,


Security Department Representative

Main Street Vegas Group

Phone: USA & CA: (888) 673-2523

I had received one phone call from an 800 number but when I answered…..no one was there.

I tried calling the number back….but rang and rang only to cut off.

Finally I called Old Havana’s 800 # and the agent got snippy with me….so I replied back to the phone call email stating that it was one call and no one was there.

Sent anotheer email….and another….and finally got a phone call. I was asked for my birth date, home address and email address, again.

And he said that they would let the financial deportment know that I passed the security confirmation.

This is a huge headache and obviously these are stall tactics because there dis another user who went through this same thing until your site help him get his winnings.

I have done more than necessary to prove my identity and I just want my winnings and be done with them.

Posted on May 22, 2014

Update.I haven't heard anything from Old Havana Casino, yet I received 5 emails from three other online casinos, Slots Plus, Vegas Online and Las Vegas USA, offering me sign-up bonuses and incentives to join and play at their site until I found out that all three were part of the Main Street Casino Group making them Old Havana Casino's sister sites.

Ironic that I have never heard from these establishments before, as if I did end up joining and playing the bonus offers, my withdrawal could be rejected by Old Havana Casino. Very sneaky.....

I thank AskGamblers.com for dedicating themselves to helping out the little guys, aka the players to because this treatment is not correct, nor honest.

Posted on May 22, 2014

Haven't heard anything. Not surprised that Old Havana Casino is choosing to ignore. It only further proves my point even more that Old Havana Casino's lack of professionalism when it comes to payouts is something players need to be aware of, as there are plenty of places to deposit your money that treat their player's with courtesy, and payout in a timely manner sans using stall tactics.

I hope Old Havana Casino steps up to the plate, and takes responsibility but that is like asking pigs to fly. Take my advice..Players avoid this casino and play elsewhere.

Posted on May 24, 2014

Just received an email from Old Havana's Financial Department, no name was listed. They asked if they asked the following,

"We wanted to offer you a payment method switch, in order to expedite the process in this case, since our Direct Deposit payouts might take up to 2 weeks to be received. If we change the payout method to Money Order (as an exception, since Money Order is currently not an active payment method in the U.S.), we could upload it today and have the final details of the transaction by Monday so you can pick it up at any Moneygram or Western Union store."

I responded that Western Union would be fine and to please send me the details by Monday.

No response on ASKGAMBLERS.COM from Old Havana Casino yet, and not really sure what to think of the above.

Any insight would be greatly appreciated.

Posted on May 26, 2014

I just received and email from Old Hanvna Casino, and it was not the final details of the Western Union transaction as promised. It stated the following:

This email confirms our receipt of your payout request via Money Order for the amount of $ 350.00 USD at Old Havana Casino for your Account ID xxxxx We will review your request shortly and you will be notified by email when your payout has been processed.

You can cancel payout requests before they are authorized for processing, by logging into your account and accessing the cashier/banking center or by contacting Customer Services.

We thank you for your continued business and are always available if you should have any questions.

Website: http:/­/ww­w.O­ldH­ava­naC­asi­no.eu

Email: suppor­[email protected]­ldH­ava­naC­asi­no.eu

Phone: 1-888-222-3098

Thank you for your patronage.

-The Staff at Old Havana Casino

What are they telling me to cancel my withdrawal? This makes no sense as they told me I would get the Western Union transaction information today.....and this change was there Old Havana Casino's suggestion, and since it is not normally offered to USA customers...the selection is not available to select as a payout method.

Posted on May 27, 2014

Hello kcc17,

Thank you for your patience. I spoke with Customer Service on your behalf early on Friday. They were attempting to call you in order to confirm the Western Union with you before the weekend.

I thought that you and Customer Service would have connected by phone at which point they would be able to begin the transfer, so I did not come here to post anything, so I apologize for that.

I have checked and your withdrawal has been approved and is ready to go. I am just waiting to hear back in terms of when the transfer will be happening so you are almost there in terms of your withdrawal heading out.

Please keep in mind that I am on the marketing side and checked into this so that I can update you here on this thread. I am not in the Customer Service office. Once I hear back I can come back here to post again.

Thank you.

Posted on May 30, 2014

Dear @kcc17,
Any news considering this complaint? Thank you.

Posted on June 2, 2014

Thank you....Old Havana Casino stepped it up and paid me thru Western Union without a withdrawal fee. Thank you AskGamblers for all your help!!!

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