Complaint #110 Las Vegas USA Casino

Remaining $8,402 payments declined, no reason provided

By Volodymyr G.

8 years ago

Message on forum

This complaint is about the Las Vegas USA casino, which has declined to pay me a portion (8,402$) of legitimate winnings. My account at Las Vegas USA casino was running hot back in 2016, and reached a balance of 22,652$ when I started gradually withdrawing in December 2016. I went through verification, and the casino started paying me in normal installments at first, but then the delays between payouts started getting longer and longer. In July 2017 after I updated the documents, I checked it and 14,250$ have been paid, and the casino still owed me remaining 8,402$, which were all approved and sitting in the payment queue.

I was trying to be patient, as I’ve seen reviews by many players that this casino takes their time with payouts. But then it started getting much worse. In September 2017, I received a very short email from Las Vegas USA financials, informing me that the casino declines to pay me any of the remaining 8,402$ balance. No reasons for their denial were provided in that email. In addition, they locked me out from my casino account. I was basically just shocked, as I certainly haven’t violated any of their T&C, so I was under impression that there was some kind of mistake. Then in the next few months, I have unsuccessfully tried to contact Las Vegas USA casino, by both email and live chat, so that I could at least receive an explanation why I was treated in such a manner. Unfortunately, I have not received any responses to my several email requests. On the live chat, I was promised that “the security manager will write you back”, and as we can see by now, those were just empty promises and non-truths. Then the tactics used by live chat against me started getting rude. On multiple occasions, they disconnected me from live chat and then blocked my attempts of reconnecting to live chat for the rest of the day. That had nothing to do with the tone of conversation (I was always polite).

Then in December 2017, I wrote the following final email to the security department of Las Vegas USA:
" Hello,
I’m writing you to remind that I have written several emails to security department at Las Vegas USA casino, which are still unanswered. Three months ago, your casino has declined my withdrawal payments totaling 8402$ and has locked my account, and I believe you have done it without any valid reason. If you had valid reasons, it would have been very easy for you to explain it to me already. I sent you two emails over the last 3 months asking for reasons, but I heard complete silence instead of any response. I also have been dropped from live chat on multiple occasions during that time, and on one occasion I was promised by live chat "the security manager will write you back". But the truth is, he has not written me back in 3 months.
The truth is, your casino still owes me $8402 in legitimate winnings. I suggest that any and all actions you casino has taken against my account were done for the sole purpose of dodging the payment of legitimate winnings. This is a shameful practice, which is both morally and legally wrong. If you are taking the players deposits every time they lose, please have the decency to pay the players on those rare occasions when they win.
This is the final attempt to resolve the issue with your casino in good faith. If I do not receive a satisfactory resolution within 30 days of delivery of this email, I will proceed with alternative legal steps and a public complaint."

As you can imagine, after additional 3 months – still complete silence in response. Now it’s almost 6 months since the payout denial started, and I haven’t heard back from Las Vegas USA with any justification. I’m not sure if taking time to explain their actions was such a burden for them, or if they had reasons for trying to avoid that conversation. Or maybe they expected that the non-payment issue is going to time out on its own.

I now challenge Las Vegas USA casino representatives for a public dialogue on this thread. I know I have abided by their T&C, I haven’t done anything dishonest in their casino or in other casinos, and so I have nothing to hide. So lets find out what’s really going on.

Disputed Casino Las Vegas USA Casino

Reason Declined payment

Amount $8402

Discussion

There are no replies at the moment.

Las Vegas USA Casino Complaint Stats

Resolved 49 / 117

Avg. Amount $6,838

Avg. Complaint Duration 6 days

Avg. Response Time 3 days

Las Vegas USA Casino Complaints

See all complaints for this casino

Delayed Payout Las Vegas USA casino

Withdraw I.D. # is 6703697. On July 27th I deposited $25 into Las Vegas USA casino online with claiming no promo or bonus. I had won about $500 or so on a slot machine. After I played my balance down to $400, I decided to request a withdraw. It has been as hard as pulling teeth to try to get this casino to do what they should do which is honor my request for a payout. I have had several email and chat attempts to receive my winnings and I just keep getting the run around or ignored all together. I am not sure why I have to work so hard to get them to do the job they're hired to do. I should ask for hourly pay on top of my payout! Anyway, it's been well over but at least 5 business days and my status still is in pending mode as if my payout hasn't been addressed in any way at all. I did finally get my account verified by their security department on Friday and I hope that this matter will be resolved quickly. This was my favorite online casino but they definitely just lost a loyal customer by not being very loyal themselves. Not a good look Las Vegas USA casino. This isn't what I wanted at all, to be on bad terms and still no winnings in my pocket but I'm afraid this is where I stand now.

Unresolved

$400

Game Glitch

I was playing Achillies this morning and I was playing one line at max bet which was .50 cents when I hit the three bonus guys which are also the wilds with k on the end. The game glitched as soon as I hit that combo. I didnt panic as I had this happen before. Before I did anything I took a screenshot of my spins. Then I went to support. The lady I talked to said she would refresh the game. 2 sec later she said I may lose my spins. I said hold no way. She did it anyway. I got kicked out of the game and logged out. Once I was able to log back in I went to support where they said I agreed to do which I didnt. I asked for my chat transcripts from 5 different people they refused to send them and now will talk to me saying they were in the right. I'm so upset because I know that was a great win. What do I do?? I googled the reviews and this is what comes up.

Unresolved

3000 in withdrawals pending for 4 weeks

I have 3 withdrawals pending from 11/2/23 for $1000 each totalling $3000. The request IDs are 6494680, 6494679, and 6494675. I've asked multiple times in chat when I will be paid and they continue to blame their 3rd party vendor. They will not tell me when I will be paid or even give me an average amount of time that a withdrawal takes to be processed. They won't say if I will wait 2 more weeks or 2 more months. They said I could email [email protected] and include Attention Management in the subject line, which I have done multiple times. They took a week for a response and said the same thing, that I will get an email when my request is processed. They will not tell me how long the process takes.

I will add that I used to play here in 2018 and 2019 and had multiple withdrawals processed that only took 7 days. I don't know what the issue is now. I just want my money.

Resolved

$3,000

5 weeks and still waiting for payout

I have received the same response from their support that the delay in payout is the fault of their payment processor but 5 weeks is rediculous. I have continued to follow up every single week since I first put in the request and I get the same response, that it’s not their fault. I have to wait my turn, and that is ridiculous. They have continued to say that everything else is fine. I have asked them for the regulatory agency that oversees them and they refuse to give me that information and they don’t have it on their website.

Resolved

$1,000

Casino not paying me

I have been a player on this site for a long time and lost countless deposits totalling thousands and thousands of dollars. I deposit using BTC and never take bonuses so that I never have to worry about meeting rollovers or sending in copies of credit cards. I was playing video poker and finally won $3k I went to withdraw and found out you can only withdraw $1k max via BTC. Well that's my fault for not checking beforehand. I then found out I can request multiple $1k requests and they will pay two of them together. As soon as I requested payout I got emails from support saying I now needed to send in ID and a utility bill even though I deposited via BTC and had no credit card. I didnt care so I sent them the docs they required same day and I also received a call from their security dep and verified what they needed. I was told that my acc was verified and that I would be paid now. This is where support started becoming harder to reach, they would ignore my chat requests and 5 days in a row I asked to speak to a supervisor and 5 straight days I was told no I couldn't speak to one. I was told they were waiting on their 3rd party payment processor to send their next batch of payments. I simply asked them for a date of when that would be and they could not give me an answer. If they truly had a processor that was making these payments it should not be a big deal to say the next batch will go out in 2 days or a week or 2 weeks or however long as long as they stuck to that. What casino can't give you any time frame at all as to when your payout will go out? I also then found this site and saw multiple complaints from players also waiting on payouts that were told the exact same thing for months and months.

I tried to chat with support again and again simply asking for a date or a supervisor which they couldn't help with. On one chat the text did get a little heated and Maybe they would consider what I said rude as I asked the operator how they sleep at night knowing they take deposits but don't pay out withdrawals and a few other things along the same lines. I can't help but get angry. It is a rare thing to win gambling so to win and not get paid is the most annoying thing that could ever happen.

Unresolved

$3,000

Have not been paid for 4 weeks

I have not been paid in 4 weeks after my winnings. I was given a check that could not be cashed at a Federal Reserve bank. I agreed to have the 3rd party steal $100 from my winnings to stop payment on the check. Total due $503. I have also won $2003 in winnings that are going to be paid in 3 installments. As of this date nothing.

Response from the casino is nothing we can do you are at the mercy of their 3rd party vendor.

Unresolved

$2,506

Waiting for my payout of $2000

I submitted a payout request 12/23/20, 12/24/20 I was informed I would have to pass a verification process which I did, I was then informed I had to submit proper Identification then someone would call then it would be 4 or 5 days to get paid after that, they never called. 12/27/2020 I contacted them and was told it was accepted and had been approved & I would be paid in the "Next Batch". 12/28/20 I asked an approximate date I was told "The Next Batch". 12/29/20 I was told they were making a lot of payouts I would just have to wait my turn. 01/04/21 I was told (by a 3rd person, different every time) I am in the que but they do not know when the next "Batch" will be, I asked for an approximate date and was told "They do not know". I have been told "The Next Batch", Wait My Turn", The Next Batch" (Again) " & now "We Don't Know". Not including the people I have asked via their "Live Chat" I have email conversations with: Ivan, Dennis, Indy & now Dennis again.

Unresolved

$2,000

Withdrawal delay of $200

Hello ! In early September , I submitted a withdrawal request to Las Vegas USA Casino for $200 and it is now October 22,2020 and I am still waiting for my payout . They have used every processing and security excuse possible to delay the process . Finally on September 25,2020 my request status changed from processing to processed . It was said to have been processed to my bank account but it was not , and still hasn't sent to my Bitcoin account address yet either .

Unresolved

$200

No payout for my $800