Payment of funds missing, issue ongoing for months

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So in this order I withdrawn: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.

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.

It has been almost two weeks since trying to withdraw my $169.00. Although I have never made a withdrawal I was blocked from requesting my money be returned to my bank, after having provided all chequing acct details.

I was refused the ability to return it to my Visa., even after I was advised that I would need to make another deposit on my Visa and would then be able to withdraw - I deposited $10.00 and still could not make a withdrawal.

The amount being withheld is now $179.00. So, my next option was to open an “Instadebit” account which would allow me to withdraw. My account was created, and I have provided proof on numerous occasions but Mr Vegas support continues to suggest they can’t confirm my account at Instadebit.

I have been advised by Instadebit my account is active and there should be no problem. I have received dozens of emails from someone new in Support everytime and the story keeps changing.

I just don’t understand why they won’t reset my account (I have no access) but all requests are being ignored.