Ag Awards

Las Vegas USA Casino - Not adhering to time frames and not willing to help

Complaint Info
Disputed casino Las Vegas USA Casino
Reason Delayed payment
Posted on September 5, 2019

I submitted a withdrawal request on 10th August 2019 and was told a timeframe of 5-7 business days for it to be approved. After this timeframe I chased them up and they told it still hadn’t been checked but would be later that day. The enxt day I heard nothing from them and so 3 days later I chased them up again on 22nd August for them to then say it will be done within the next 48 hours.

The next day I went to log into my account and it had been suspended and I was unable to log in. The message read please contact customer service. So I attempted to do this but the chat link just loads up a page that can’t be recognised. I could not call the number available as I am in the U.K and it is an American number.

Luckily I had the webpage for the chat still in my history in my browser so I loaded it up and I was told that the withdrawal method I selected (Wire Transfer) was no longer available as they had literally changed banks the day before.

I was then told I would have to wait the 5-7 business days again which seems crazy and they should have just asked me which alternative payment method I wanted but apparently this could not be done and I have to submit another withdrawal request and have to receive the withdrawal through cheque. The new withdrawal request was done on 23rd August 2019. I then chased this up again on 28th August 2019 and asked if they could speed the process up as I had already waited and I was told it will definitely be done within the next 48 hours and I will be emailed once completed.

48 hours passed and after another 72 hours on top of that we have now gone passed the 5-7 business days processing time and I contact customer support again today (4/9/2019) to be given the same sentences. We are experiencing high withdrawal requests and you will be notified by email when it is done. This should be done within 48 hours. They also say they are waiting for confirmation of when the next payments by cheques can be dispatched. Why can they not send them individually.

I have now waited past the 5-7 business day time period twice and not had my withdrawal issued. Please help.

Posted on September 5, 2019

Dear @Wickolad,

Please make sure to update your complaint accordingly and clarify the total amount of the disputed withdrawal request/s.

Thanks for cooperating the AskGamblers Complaints Team.

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