Balance not refunded

Hi,

So on the 7th august I won over £6000. My account was fully verified but they requested documents before I was able to withdraw. Fair enough; sent what asked for. Then they asked for proof of owner ship for mobile number and said soon as this was sent be able to withdraw.

That was sent and then they said I had to verify an account with Videoslots even though I didn’t use it.

I also done all this. After 3 days of sending bank cards, bank statements, utility bill, passport, phone numbers etc they fully verified my account and said I could withdraw.

I was able to click withdraw and it no longer said “verify”

So in this order I withdrawn:

8.20 - £6000 - pending

8.29 £178 - approved

9.38 £200 - approved

11.05 £300 - pending

11.05 £200 - pending

So as you can see they fully verified account and approved 2 payments made after the big one.

Was told to be patient and was no issues nor did they require any extra documents, this was being manually processed as it’s a large sum.

They then declined the £6000 and £300 - £200 withdraws and deactivated my account. Then told me they now decided the account isn’t fully verified but it was fine when they approved 2 payments.

Anyways I sent the bank statements off once again - was told on live chat from what they could see the account is still fully verified and they failed the withdraws and my account balance is £6550.70.

I’ve not really had any answers as to why my account was deactivated and they’ve kept my money when the account is fully verified - other than they are now doing internal review.. but they’ve not told me what for or what the issue is. It’s now the 13th - acc still deactivated.

I have 3 withdrawals pending which total almost $8,000. It has been 7 days since the withdrawals were requested.

On day 7 I contacted support to inquire where my funds are and am told there is a “glitch in the system” and they are investigating.

I have been told to wait for an email from the payments team. Have not received any emails. My emails are being ignored.

Seeing many other players online with this issue.

On friday 5.5.2023 I received a friday rainbow bonus in the amount of 1.70€, did a couple of keno game bets, had some luck with couple of numbers, so I decided to play some slots too. I ended up making 3 separate withdrawals with total sum 125 eur. Withdrawals were approved within 15 minutes but after a week I still didn't receive my withdrawal. After asking for it couple of times, I get the same answer every time, wait, we will contact you, our team is working on it etc. I would just like to get my winnings and be done with it. I will attach the chat pics, to show how our contact didn't make any difference in being answered or paid.

I have been trying to withdraw winnings since Friday 17th March.

My account has closed loops that say I can only withdraw them to certain payment methods which I can’t as they are disabled old cards and my bank Dose not accept the payments, I originally had the option of my PayPal on Friday where it would only let me withdraw part of my winnings because of the payment loops. The option of PayPal has now been removed until the remaining loops are closed. I have been back and forth with live chat and emails to be told the same thing over and over that the loops are closed and I shouldn’t be having this problem.

I have asked numerous times for a manual override payment to my PayPal of my full funds which I don’t get a response to or the same response of the loops are closed. There is clearly a problem on the site I have done everything asked cleared cookies browsers history tried different devices. Nothing is working. I just want my winnings to be put into my PayPal.

Fully verified on the site, I did not have this problem on their sister site videoslots who a few months ago closed the loops the same day.

This is extremely frustrating.

HI, the problem with Mr Vegas is due to the fact of non payments of funds 21/11/2022.

I used an IBAN to withdraw funds, but it only asked for my bank address and not my sort code or account number, because of this it went into the banks own international banking and not my personal account.

I had to get proof of payment of Mr Vegas to show my bank the money belong to me. When Mr Vegas sent me proof of payment I sent it to the bank. When my bank sent the money back, Mr Vegas wanted proof of payment from my bank which I got and then sent it to Mr Vegas. After send numerous Emails, I have still not received my funds.

This has been going on since 30/12/2022, proof of payments from Mr Vegas and my banks proof see attachments below.

Can you please help me with this issue,

Tina

Dear Tina,

Thank you for your patience and cooperation.

With regards to the missing bank withdrawal you had raised with us on 2022-12-04, kindly provide the below to your bank so that they can proceed with the investigation from their end.

< Payment Info removed >

If you should require any further information, p

To: < email removed >

Subject:Re: From Mr. Vegas

Mr Vegas Ltd | Level 2 & 3 The Space | Alfred Craig Street | PTA 1320 Pieta | Malta

Made a deposit via Neteller on 12th October. It was approved and paid from my Neteller balance, but the money never appeared in my Mr Vegas account. (Neteller receipt attached)

Contacted Mr Vegas support on 13th October. They stated that the deposit failed for some reason and the money should return to my Neteller balance within 5 banking days, but it did not.

Contacted Mr Vegas support (in my local language) on 18th October. They said they would escalate this matter to payment departmend.

Contacted Mr Vegas support again on 20th October. Was promised an update once this matter is solved. Have not heard anything back and today is 25th October. Deposit is still missing.