Delayed account verification and €1,500 withdrawal

I have been playing for about a month on this casino, I never take bonuses as I find them really hard to wager so I always played with my own deposited money.

On the beginning of December I had my first hit on this casino and was able to get 1000€ on my balance to withdraw. I placed a 500€ withdraw as I was told by the website that 1000€ was over the allowed daily withdraw amount. On the next day I placed another 500€ withdraw request. On the website they claim that withdraws may take up to 3 business days to be processed so I waited a total of 5 business days since my withdrawal requests were placed on the weekend.

Once the 5 days passed I logged in to the casino and to my surprise the 1000€ were back on the balance and the withdrawals had been cancelled by the casino without explanation or email notification.

I contacted support to be told that I had been the one cancelling the withdrawals which is completely false. I was then told that I must verify my identity and bank account ownership.

I navigate to the verification page and clearly states “Your account doesn’t require verification”. I went back to the chat and was told that Finance department asked for the verification 2 days ago, but I was never notified and the website verification page said that I don’t require verification, very confusing. I was told by the support chat that “in a moment” the verification process will be open. This toke about 24 hours. I was finally able to upload the requested documents. They are very fast verifying my identity but left the account verification in “In review” status. They claim on their website that the verification process takes up to 24 hrs. Has now been almost a week and this hasn’t moved at all.

I placed back the withdrawal requests after speaking with chat and have currently a 500€, 300€ and 200€ pending withdrawals with this casino which have not being paid since the casino is stalling the whole verification process.

I have been in contact with them for days now and I keep being told that the Finance department is handling it and that they will notify me when they do.

I can provide proof for my claims, I have chat transcripts, screenshots, deposits made from my account to the casino, withdrawal emails received at the time of placing, etc.

I thank you for taking the time to look into this.

Constantly searching for any reason to deny withdrawal, I verified my account & waiting the 5 days it takes for them to review it apparently, at the 5 day mark, it was canceled without a word, no email, no message, nothing. Then suddenly I had to verify my account again so I did, Then I jump through their hoops, provide them with every bit of documentation they could ask for and then they sent me an approval of all my documents. I did everything they asked, gave them all the information that they requested. Waited there 5 days again, no it's her in a pending process beyond her terms and conditions limit and without any response from them, the status just remains pending without any response to my questions. They even made sure to deactivate my live chat access, so that I can only communicate your email, and I've been waiting over 2 days for response, likely in an attempt to prolong the process. For only $450 Canadian you figured they would be a little bit more easy to deal with, but apparently $450 means much more than you would think to those who do not wish to pay. I have deposited twice and I will not be depositing again unless this is solved quickly. I've done all I could do to adhere to the returns and conditions and they had me approval but yet do not pay out the withdrawal and refuse to answer me. I'm not from the US I'm from Canada, I would love to submit documents but I'm not sure how to do that here. It doesn't appear to be a place to leave attachments.

So I have a problem with Extra Vegas casino delaying my verification and payout of winnings.

It has been about one month now from the initial withdrawal i made on 15.6.2020.
I had sent all personal documents before that.

So first time my payout was cancelled on 22.6.2020 and the casino asked for Skrill screenshot which I had allready sent but anyway I sent it again. After this I had to wait a week and again on 29.6.2020 my withdrawal was cancelled again and the casino requested a ccvoucher which I sent ( I had asked prior to this if any additional documents were required and they said no.)

So again a week of waiting and now they sent me an e-mail about "random verification" this was on 6.6.2020 and it has now been one week since that and I'm still waiting for my withdrawal to be processed.

I write this complaint in hopes of getting this issue resolved, because I think all this waiting is unfair, so I would like to get this issue resolved and finally receive my Funds. Thanks for the help.

Since approx May 6th I’ve tried to receive my winnings of originally 500$ and two additional winnings of 100$ won from bonus. The free bonus at the time was done within their policy timeframe between my last deposit. My withdraws were rejected and despite being verified they denied me and asked for more information. An agent then said I had to submit the withdraw altogether. This had me originally worried as you can see in the email as some winnings were from bonus and others normally. I was told By the accounting to submit it altogether as they can see what was won from which. Was told to wait 5 business days and I did. It was once again rejected as they decided they required even more information. I sent this, and once again went over my worry about the withdraw. At this point I even asked so I would not be rejected if I could just submit the originally $500 winnings and then next week do the bonus ones as per all their policies. Was told to submit it altogether. Wait another week and once again am being rejected. This time I am being told I have to make a deposit in order to receive my money. I’m feeling like this is extremely shady and I don’t want to give this casino any more of my money with no hope or promise to receive my winnings. Especially when I even expressed I could just do the 500$ and receive that. I then spoke with an agent and made another deposit and was told everything would be good now. At the same time I had earlier emailed accounting once again stating I would be happy at this point to just receive my $500 in winnings. The next day they rejected the $700 again and replied to my email in regards to the $500 in winnings and said that would be approved that day and should expect the funds with 3-7 for bank wire. An agent then told me I could not do this method because I have to do all my winnings separately for 100 each and bank wire does not allow that amount. But my 500$ from regular winnings meets that criteria and I’ve sent the extra security measure for that withdraw method and as you can see in the email accounting verified me for it. Yet they continued to say I can not do this method and even the agent said once I went over everything in more details that it did not make sense and I should indeed me able to cash out the $500 for bank wire. At this point I feel like I’m being given the run around. I’m constantly being told to do something (from making deposits to cashing out all my funds together to submitting documents) and then once I follow what they say I’m being rejected for that very reason. If you could please coordinate with them so I can receive my funds it would be greatly appreciated. At this point I’m more than happy to forgo the winnings from bonus and just accept the $500. I have forwarded you my email thread as well as sent attachments of screen shots with my chats with the live agents.

Hello
I'm waiting for my withdrawal for 30 days. I won 1195 Euro at Extra Vegas.I have uploaded all necessary documents on the site and also sent via email. I applied for the withdrawal via bank transfer but after 8 days it was rejected. Then i uploaded documents again and after 8 days it was rejected again. I got a message that verification will take 10 days. So i appied for the withdrawal via bank transfer again and after 10 days always no payment. Can you resolve that?

I have been sending request since november 2019 and was denied several times. I was told different requirements was needed along with deposit. I have been depositing and has sent all requirements which was approved by the account service. My last withdraw request was 6 days ago. I have not recieved any answer other than to keep waiting. According to their policy it should only take 5 business days. Ive been met through live chat by rude costumer services. They dont seem to inform what is needed so that costumers would deposit for each withdraw request. They are not letting my winnings of 4000euro get through. I am asking AskGamblers to help me resolved this problem. I have followed the Extra Vegas Casino's regulation and has been polite despite of the situation.

I have constantly been in contact with extra Vegas
My money $600 was approved on the 9th of may I have constantly emailed & been on live chat
The excuses are it’s there time zone it’s actually 8 days so should have been in my account now
I’m tired & sad keeping contact with them
I have sent 8 emails no reply at all now there saying another 10 hours till there back there to reply
I received an email confirming my money would be in my account on Friday the 17th of May no money in my bank
Please can you help rectify this
Email is attached

website states instant withdrawal via ecopayz, then i get told upon enquiry its up to 5 business days (its been 6) then on chat i get a variety of different responses from 'soon' to 'maybe end of week' to 'today' to 'just be patient' it is ridiculous you have gone against your own stated policies, especially given your time frames for pending withdrawals are already long, in the meantime i am left without my withdrawal or without any answers to when i can expect it