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VegasHero Casino - 3 weeks without processing withdrawal

RESOLVED
Complaint Info
Disputed casino VegasHero Casino
Reason Delayed payment
Amount £ 1276
Posted on April 11, 2020

I signed up to VegasHero Casino on 12th March 2020, straight away I emailed a colour photo of my passport and a council tax letter. on 20th March I received an email confirmation that I was verified and able to make a deposit. 21st March I deposited using my PayPal and took advantage of their welcome offer, it included lots of wagering which I completed and left me with a balance of £1276.48, which I then withdrew via my payment method. After hearing nothing for 10 days, I emailed the support team and they asked for a colour copy of my deposit method, I attached and sent a pdf statement of my PayPal, they acknowledged the email and gave me a case number. On the 4th April, I emailed the support team again and was reassured the relevant department were looking at my documents. Then, on 7th April, I received an email saying 'fantastic news' and that my documents had been verified, and any pending withdrawals would be processed. Finally on 9th April, I received another email saying my account had been restricted and they needed further information from me. I don't think I've been hasty in creating this complaint, I've given ample time and information to VegasHero and now feel as though I'm being subjected to deliberate delay tactics.

AskGamblers
Posted on April 16, 2020

Dear all,

This complaint has been reopened as per the submitter's request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved in the dispute reach a satisfactory resolution.

Posted on April 16, 2020

Hello ASHMASE2,

thank you for your patience.

Kindly note that we checked your account and we can see that your withdrawal has been set to be released today.

Please bear in mind that it can take up to 5 working days to reach you. If you will still have any issue after these 5 days have passed, do not hesitate to contact us and we would be more than happy to assist you further.

Regards,
Vegas Hero Team

Posted on April 16, 2020

This has now been resolved, payment received! Thank you all :D

AskGamblers
Posted on April 16, 2020

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

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