Hello EricinNC, this is Peter from the marketing department. I contacted customer service on your behalf and there are two parts to this inquiry.
1) Each ticket deals with a specific issue. Sending you the reply that you attached above closed that ticket. That ticket asked you to send specific documents to the payouts/security department.
2) On December 15th, your documents were still pending, so the withdrawal is not processed. If you feel that an error has been made regarding your documents, please reply back to them with your details and they will be happy to process your withdrawal.
If you need anything else please let me know and again please remember, I am contacting them through marketing so I personally have limited access to your specific details. I just send requests to assist in matters such as this one.
Hi Peter and thanks. The documents pending, does that mean that they have them and have yet to verify them?
I have tried several times to contact the finance group (who the live chat person says to direct my inquiry too) at least three times since December and have not received a reply. Also the live-chat for finance, as best as I can tell, is permanently offline.
This forum is the first two way contact I have had since early December. I opened an account, payed and played in good faith with LasVegasUSA and feel I have more than given the benefit of the doubt before making this posting. I see this posting as literally the only avenue I have left. It is a shame because I really liked the interface and was only doing this withdrawal to see how responsive LasVegasUSA was when someone actually wanted to withdraw. I am a regular player and club member with several large casino chains. My lodging and travel are comped and I was looking for something to play with and keep my mind sharp. Up and to this point I remain unimpressed with LasVegasUSA's commitment to fulfill their end of the Casino/Player relationship. I mean, could you imagine walking to the cage with your tray of chips and being asked to wait three months?
I hope this works out to be a positive interaction that clarifies the difficulties I and it appears others are having. You have a good product, you just need to follow through in a timely manner.
I am checking into your request above and just wanted to ensure that we do not run out of time since it is a weekend and I want to get you as detailed a reply as I can.
I will be back to you soon, thanks.
Thanks. I am still waiting for some answer. thanks.
Oh and thank you Peter for your efforts. I have spent a lot of time waiting for an answer from LVUSA. I am hopeful this course works.
Hi. When there is a "documents pending" situation, that means that payouts/security do not have your documents or have incomplete documents. I am contacting someone in security so that they can reach out to you again.
I do not have access to the specifics for the documents so they will sort that with you.
Thank you Peter. No response as of yet.
Still waiting. resetting the clock. Thanks Peter.
I received contact a few minutes ago from the Security Group at LasVegasUSA. They asked for my identification information, so I provided it again.
They also asked me about my original payment and apparently have poor records of my deposit. I am not exactly sure what that is about. I payed with a visa gift card. Before I destroyed it several weeks after my payout was "In Process" I made sure it had a zero balance. Then several weeks after that they asked me for information about that card. I think we got through that issue, but it appears to possibly popping up again.
Security has contacted me to clear up some things so I know where this stands.
Seeing how you have had direct contact with them (confirmed), in case there was any misunderstanding, your request has been escalated to security. Please communicate with them and provide whatever is requested in order to see this through to a resolution.
Deposits are recorded electronically and at various levels. It is in your best interest to cooperate with security to sort the details. They cannot share more details of your situation with me due to privacy concerns.
An update for you today - I have been informed that Security has recently received the documents they requested weeks ago. This was the missing piece of information required to process your withdrawal.
Finance has informed me that your withdrawal will be processed prior to the end of the week and sent out accordingly.
Thanks for shepherding me through this Peter. I truly appreciate it.
You are welcome, Eric.
Have a great weekend.
Supposedly the check is in the mail. I will make the final post when it is received.
Did you received your winnings?
Not yet. Still waiting.
Update: Still waiting
Thank you for updating, Eric.
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