Complaint #10 Vegas Crest Casino

$1,800 BTC withdrawal seriously delayed

By nbay1019

8 years ago

I have been a VIP player for years and requested a withdraw of 1800.00 on 12/21 which was approved 12/22. I was told 72 hours to process and to date I have not received any money. I contact customer service and am told to contact accounting who doesnt respond.

If I was told 10, 30, 60 days from the date it was submitted I wouldnt be upset but when you state a time frame and that time has come and gone and nobody is willing to look into the issue that makes me feel like you are trying to cheat me. If there is anyone that can assist I would appreciate it.

Disputed Casino Vegas Crest Casino

Reason Delayed payment

Amount $1800

Discussion

AskGamblers

• Support Team

8 years ago

Dear @nbay1019,

Please make sure to update your issue in a timely manner and let the AskGamblers Complaints Team know if you got the payment. Keep in mind that in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly.

Thank you for your cooperation.

Vegas Crest Casino

• Representative

8 years ago

Dear Nicole,

Our apologies for any inconvenience caused to you.

Upon checking with our Accounts department, we have found that your payment was sent yesterday to your Bitcoin address.
Generally, it takes a maximum of 3-4 business days for a Bitcoin withdrawal; however due to continuous bank holidays during the holiday season, the process took slightly longer.

Again, we would like to apologize for any inconvenience caused and wish you a very happy and healthy new year 2018.

Vegas Crest Casino Complaint Stats

Resolved 7 / 11

Avg. Amount $1,818

Avg. Complaint Duration 8 days

Avg. Response Time 3 days

Vegas Crest Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 6 out of 9 complaints in this category have been resolved.

This operator's average complaint duration is 8 days, while the average duration across all operators is 8 days.

Vegas Crest Casino Complaints

See all complaints for this casino

Month later still no payment

I have emailed Vegas Crest accounting every 3 days, still no payment for 2 approved payouts: 610/ 900 over a month now, and nothing .

I use Dodgecoin, and on the website, it says within 3 business days.

It has now been over a month.

It always sorting out processors or something.

Please help.

Thank you.

Unresolved

$1,510

Delayed Payment 1500

On April 28th (Sunday), I won and withdrew $1500. It was approved on May 3rd (Friday). It's now May 17th and I've been going back and forth with accounting and I was told I will be notified when it's processed. The amount of time the money is supposed to be wired is between 3 to 5 business days after the 48 hour pending and after it's approval. I stopped depositing money into the casino

Unresolved

$1,500

Processor delaying payment since January

I requested two payments from Vegas Crest, both in Jan. of this year.

It has officially been 4 months and I still have not received it.

They keep telling me it is at the processsor but they are being "audited" and it's out of their hands.

I actually received one email that stated they are not obligated to pay!

I have received payments from them many times and they were great before they merged last year with another casino.

I don't know what else to do to get my winnings from them.

Unresolved

31 days waiting for payment

KYC verified and I used no bonus and after my $65 wire transfer fee I was approved for my $250 withdrawal on 03/28/24 it’s now been 31 days and although Vegas crest has kept in good communication they just keep saying that there processor for payment is having banking problems. So not sure what to do next and how long this process will take I have no clue. Any help is greatly appreciated.

Resolved

$230

5850 Way Behind on payments

AG,

It's been a long time since I contacted you. I have had no issues with this casino until the last several months. As you can see from my photos of withdrawals they have been approved. We are way behind the documented time of withdrawal. One of these withdrawals was approved way back on 1-7-2024. The other was Approved on 2-11-2024 .

VIP STATUS has not helped in the least. No emails, no communications, no replies

If this was only a couple hundred dollars I would just move on. Unfortunately, it is a lot more and I would appreciate you stepping in to help me to recover it.

Like I stated, vegas crest used to be one of the fastest to pay out but now, they are below average.

Attached are my two "approved" wins which have been photographed right off the casino website.

Thanks

< first name removed >

Resolved

$5,850

Payment not delivered

Hi, I have an issue regarding withdrawal with this casino. I requested to withdraw my balance on 14.12.2023. and it was approved on 21.12.2023.They say kindly wait 7 to 10 business days and your withdrawal will be processed within those timeframes.

Till this day I still have not received those funds, I tried to contact accounting team multiple times and they keep delaying it and saying they are sorry etc.. and that I would receive the funds by the end of this week. I tried today contacting support email and escalating the issue to someone higher in charge but they told me there is nothing they can do about it since only accounting team menagers the finance part so I'm not even sure who to contact anymore about it.

I have never waited this long at any casino to receive the withdrawal so I'm worried at this point if I will even get it. I tried to be nice and wait a long period time to receive my funds but they keep delaying it and I don't think its acceptable anymore. I would really appreciate if you could help me out with this issue. Thank you for your time reading this.

Resolved

€100

Not paying my win due to abstract, unproven accusation

I have been playing in this casino for a while already, since November last year. I put a lot of money here but also had some wins. In the end of February I had a good win here, a bit more than 3000 EUR. To my surprise yesterday I found out that my account is blocked, then in my emails i have found a letter from the casino where they mentioned that i violated the terms, here is the quote - “Please be advised that upon conducting an in-depth and thorough review of your playing patterns and logs, we have permanently disabled your account for being in violation of our Terms and Conditions. Specifically, those pertaining to fraudulent activities and playing in a professional manner designed to exploit our generous bonus and wagering requirement system. ”. This is a very abstract reason and makes me think that the casino just took my money away. Anyway, I got no substantial explanation as to why my money was taken.

Resolved

Bitcoin payment not yet received

I submitted a withdrawal last week early on. My bitcoin withdrawal was approved Friday morning. With any other site when it’s approved you see the transaction coming into your wallet within minutes, I still don’t have my funds. The support team says to reach out to them if I still don’t have it by Tuesday. Bitcoin payments should not take days. If they sent the funds I would see them in my wallet. I waited the pending time frame so I am not sure why I still don’t have my money. Any help is appreciated.

Resolved

Payout Problems

The good news is that I’m up over $20,000 with this outfit. The bad news is that getting any money from them has proved very difficult frustrating. On May 18, I requested a wire transfer of $3000. After having the payout “approved” by accounting on May 23, I was told that the wire would arrive within 7-10 business days. After numerous emails and assurances that my wire had been sent by their processor, I was informed on June 8 that the wire had been returned and my payout cancelled. They suggested that I request a paper check. Their website says that two business days are required for a paper check approval. I submitted my request for one on June 8th. As of noon on June 13th, I was informed that my request was in Risk Management and they would not be able to get back to me until tomorrow. Every request on my part is answered by a request to wait for 24 hours and all will be resolved. Unfortunately nothing has been resolved. They have been very pleasant but that hasn’t resulted me getting the money.

Resolved

Account closed and winnings unfairly forfeited

Around 1 March I succesfully managed to complete the wagering requirements from a 1000 euro bonus I got from depositing 500 euro. My total balance after the wagering was complete was 4927 euro. After this I was going to make withdrawals of the entire balance. On 8 March, Vegas Crest Casino sent me an email telling me that my account had been closed and all of my winnings forfeited. The reason they gave is as follows: "Your gaming patterns show signs of professional play designed to defeat the house and the purpose of the wagering requirements. The betting per spin does clearly indicate a plan that is tied to the status of the cash balance and the balance of the wagering requirements. When the latter are high you bet following one pattern, when they decrease to a certain level by comparison to cash, you bet at another level and when they finally match your cash balance you chose a minimal wagering level. " I was very surprised by this, because what they say is not true. While playing with the bonus, I was betting 15 - 45 euro per spin. The bets are high, but this is no problem because at the time, Vegas Crest did not have a betting limit for bonus money. However, on 8 March they added a new paragraph to their T&C stating that the maximum bet with a bonus is $5. Since I only played before they added this term, it was no problem to make 15 - 45 euro bets. As proof of this I have attached a couple of screenshots of a chat transcript where the support agent writes the exact time they introduced this term. What they claim is that decreasing the bet size from 45 euro to 15 euro is to "chose a minimal wagering level". I believe that a betting range where the highest bet is 3 times as big as the lowest bet is perfectly normal for an average player, and because of this I do not consider my bets to be an example of professional play. I used my bonus and played through it for entertainment purposes only. My betting range can not be considered as the pattern they accused me of using. Therefore, Vegas Crest Casino has falsely forfeited my rightful winnings.

Rejected

€4,927