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BoVegas Casino - Payment runaround since 5/21/2018

RESOLVED
grneyz2nv California Message
Posted on 26 July 2018

I have been in contact with Bovegas since 5/21/2018 when I first requested my withdrawal. You can see my request from the last 31 days below, as that is all the previous transaction they will allow us to see. I am in a ongoing circle of request to wait for 3-7 days for approval, oh declined, please resubmit and wait another 3-7 days. My request on 5/21 was for $1750.00 Date Transaction Amount 07/16/2018 09:10 AM DF-BankWire Withdrawal Requested -$1,000.00 07/04/2018 08:51 AM DF-BankWire Withdrawal Approved! -$250.00 07/04/2018 08:49 AM DF-BankWire Withdrawal Requested -$250.00 07/04/2018 08:49 AM DF-BankWire Withdrawal Declined $1,250.00 06/26/2018 04:48 PM DF-BankWire Withdrawal Requested -$1,250.00 06/26/2018 04:46 PM DF-BankWire Withdrawal Declined $500.00 Here are the contact dates: Mon, May 21, 2018 9:52 am - Verification Form Submitted Tue, May 22, 2018 11:47 am - Request for time frame Wed, May 23, 2018 9:25 am - submitted further information as requested Wed, May 23, 2018 10:14 am - asked if any other documentation was needed. Sun, May 27, 2018 8:25 am - submitted further information as requested Wed, May 30, 2018 6:31 am - Update Request - No reply Thu, May 31, 2018 7:16 am - Update Request - No reply Mon, Jun 04, 2018 8:34 am - Update Request - No reply Mon, Jun 04, 2018 8:48 am - Bovegas again asked for more documentation - i submitted Wed, Jun 06, 2018 8:40 am - Update Request Sent Thu, Jun 07, 2018 11:22 am - Update Request Sent "Can I please get some assistance? It has been 17 days since my original request" Conversation started on : Friday, June 08, 2018, at 12:22 (GMT+0) Conversation below with chat [12:23] grneyz2nv: Hi, my user name is grneyz2nv [12:23] Ashley has joined the conversation [12:23] Ashley: Welcome to BoVegas Casino, how can i help you? [12:23] grneyz2nv: I want to check status of my withdrawal request. [12:24] Ashley: Hello Shannon [12:24] Ashley: Just a moment please, let me check it for you real quick. [12:24] grneyz2nv: I have requested it several times and have not received a reply I have sent emails to support and verification, we well as my rep peirce and no reply. [12:25] Ashley: Shannon, as I see from your account, to complete the verification for withdrawal, you still need to provide us with card authorization form for card ending on 2330 [12:25] grneyz2nv: I have sent this. I sent it on monday [12:25] grneyz2nv: 6/4. [12:25] Ashley: let me double check [12:25] Ashley: One moment please. [12:26] grneyz2nv: i also gave it to someone in this chat. [12:31] grneyz2nv: hello? [12:31] Ashley: Shannon, I see this document that you provided, and I sent a request to our Finance Department, so they will double check and update your status [12:32] grneyz2nv: Ok. [12:33] grneyz2nv: Yesterday, that said they would not my account to. I guess I will have to wait, it has been since 5/21 since my original request. [12:34] grneyz2nv: *note* [12:34] Ashley: Shannon, now we will try to process your documents as fast as possible as we now have a lot of winners, it could take a bit longer for our Finance Department to check all documents [12:35] grneyz2nv: thanks [12:37] Ashley: you are always welcome :slight_smile: Fri, Jun 08, 2018 5:44 am - Email from Bovegas asking to verify bank details Fri, Jun 08, 2018 8:01 am - I verified as correct Conversation started on : Friday, June 08, 2018, at 20:27 (GMT+0) [20:28] grneyz2nv: Hi my user name is grneyz2nv [20:28] Jason has joined the conversation [20:28] Jason: Welcome to BoVegas online casino! May I have your username please? [20:28] grneyz2nv: I would like to follow up on my withdrawl request. [20:28] grneyz2nv: I received an email to verify my bank info, and I did [20:29] Jason: in case you gave a respond, our finance department representative would get back to you during next 4 business days over the email =) [20:30] grneyz2nv: OH MY [20:30] grneyz2nv: I have to wait an additional 4 days? [20:30] Jason: yes ma'am [20:31] grneyz2nv: I subnitted the original request 5/21 [20:31] grneyz2nv: I am beginning to think this 4 day thing is just something to make players wait. [20:31] grneyz2nv: so you can send an email and make them wait an additional 4 days. [20:36] Jason: I understand your concern and I'll send a request on your behalf to give you a respond faster [20:36] Jason: but that's all I can do right now [20:37] Jason: I do appreciate your patience and understanding [20:37] grneyz2nv: thank you. [20:38] Jason: Thank you for contacting Live chat support! Should you have any questions, don’t hesitate to contact us 24/7! [20:38] Jason has left the conversation Sat, Jun 09, 2018 2:08 am EMAIL SENT- Hi, I am being told, and noticing, that everytime you send an email and I reply, I have to wait an additional 4 days for a reply. As you can imagine, I am growing very frustrated, as I placed my original request May 21st. Mon, Jun 11, 2018 1:34 am EMAIL From BOVEGAS - Dear Shannon, Thank you for choosing our casino! Glad to inform you that the documents are approved and you are welcome to request for the withdrawal on your side, all is already set up for you. Regarding the time frames let me advise you that it usually takes up to 3-7 business days for the withdrawal to be approved. Thu, Jun 14, 2018 7:08 amThank you. I requested the withdrawl on 6/11, by the timeline below it should be appproved at the latest by 6/20, correct?1279080 Requested 1,750.00 USD BankWire 121122676:15****8456 6/11/2018 9:09:40 Tue, Jun 19, 2018 4:54 am EMAIL RECEIVED Dear Shannon , Thank you for your e-mail. Yes, you are right. Please note that approval for your withdrawal is scheduled for Wednesday (6/20) Kind regards, Olivia < surname removed > Finance Department USA: +1 347 778 0761 BoVegas Casino Wed, Jun 20, 2018 6:19 am Dear Shannon , Please be informed that your withdrawal for amount of 500 USD out of 1,750 USD has been approved, and it was sent to your bank account. Rest of the winnings has been returned back your playable balance. Please allow up to 7 business days for the funds to reach your account. If you ever need any assistance, our friendly customer support representatives are available 24/7 on Live Chat . Kind regards, Olivia < surname removed > Finance Department USA: +1 347 778 0761 BoVegas Casino Wed, Jun 20, 2018 6:29 am Dear Shannon , I am sorry there was a typo. Your winnings were sent to your card ending 6403. Please be informed that your withdrawal for amount of 500 USD out of 1,750 USD has been approved, and it was sent to your card ending 6403. Rest of the winnings has been returned back your playable balance. Please allow up to 7 - 10 business days for the funds to reach your account. If you ever need any assistance, our friendly customer support representatives are available 24/7 on Live Chat . Kind regards, Olivia < surname removed >Finance Department USA: +1 347 778 0761 BoVegas Casino Wed, Jun 20, 2018 6:56 am Conversation started on : Wednesday, June 20, 2018, at 13:39 (GMT+0) [13:45] grneyz2nv: HI [13:45] Amie has joined the conversation [13:45] Amie: Welcome to BoVegas online casino! May I have your username please? [13:45] grneyz2nv: My user name is grneyz2nc [13:45] grneyz2nv: grneyz2nv [13:45] Amie: How can i help you? [13:46] grneyz2nv: I would like to know why only a part of my withdrawl request was approved [13:46] Amie: Just a moment please, let me check it for you real quick. [13:47] Amie: please be kindly advised that casino reserves the right to send the winnings in installments. Player class influences installment amount as well as time frames of processing a withdrawal request. Player class is mainly determined by depositing/gaming activity of the player. [13:48] grneyz2nv: ok, why wasnt I made aware of this when I made my request? I have been waiting for over a month. [13:49] Amie: I would like to kindly inform you that this all is sated in general Terms and Conditions [13:51] grneyz2nv: ok thank you. So, $500 was sent my card? and the reaming $1250 will not be given back, correct? [13:52] Amie: You can make another request for withdrawal [13:52] grneyz2nv: and wait another 30 days? [13:52] Amie: the rest is still on your balance [13:53] grneyz2nv: ok thank you [13:53] Amie: Thank you for contacting Live chat support! Should you have any questions, don’t hesitate to contact us 24/7! [13:53] Amie has left the conversation And so on and so one.. It is now July 24th and I still am owed $1000.00 I keep getting partial, clock resets, etc. Thanks Shannon

grneyz2nv California Message
Posted on 26 July 2018

Within minutes of the above complaint being published, I received an email from Monica Hart - Account Manager, letting me know that $250 has been sent to my card on file and the remaining $700.00 will be sent via wire transfer. I received a screenshot that the funds are being sent. If the funds are actually received, I will post and close the complaint.

Posted on 30 July 2018

Hello GRNEYZ2NV,

Thank you for your post on AskGamblers!

We were informed by our Finance Department, that the remaining $700 were sent to your bank account.

You should be able to trace it by the following Payment Reference Number: B496023.

Please let us know once you have it.

Have a great day ahead!

Sincerely,
BoVegas casino

AskGamblers
Posted on 30 July 2018

Dear @grneyz2nv,

Please confirm if the issue has been resolved. Keep in mind that in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly.

Thank you for your cooperation.

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