What's new

  • What's new
  • Notifications
Search
Search for over 1000 casinos, slots, bonuses

Notifications
failed to load.

Reload

You don't
have any
notifications.

Reload
View all

Notifications
failed to load.

Reload

You don't
have any
notifications.

Reload
View all

VegasHero Casino - Hugely delayed payment time

RESOLVED
Complaint Info
Disputed casino VegasHero Casino
Reason Delayed payment
Amount £ 407.6
Bradysun United Kingdom
Posted on May 12, 2020

I requested a withdrawal from VegasHero a the end of March. They closed my account and send me ID verification requests, which I replied to supplying al of the requested photographs, including selfies holding ID/debit cards and hand written notes. Since then I have been mostly ignored, having to go to live chat to get any kind of response.

When they do get back to me by email it is to request documents I've already sent, asking me to submit them via my account, which I inform them I cant access as they have blocked me from signing in. So I attach the requested documents and am ignored for a week or more, until I go on live chat and am told they will look into it. I then receive another email with exactly the same body of text requesting me to sign into my account and upload the same documents again.

So its now been almost two months with lots of back and forth, including about five conversations on live chat who don't seem to be able to offer me anything other than "we'll send this to the relevant team" who then send me the same cut and paste email they sent the last time.

I don't understand how a company thinks they can behave like this and keep an even halfway decent reputation.

AskGamblers
Posted on May 12, 2020

Dear @Bradysun,

The AskGamblers Complaint Team is kindly asking you to update your complaint accordingly and clarify the total amount of the disputed withdrawal request/s.

Please keep in mind that, as per the AGCCS Guidelines, providing updates in a timely manner is a must.

Thanks for cooperating with the AskGamblers Complaint Team.

Bradysun United Kingdom
Posted on May 12, 2020

My apology for omitting that from my complaint,. To clarify, it was a single withdrawal of £407.6.

AskGamblers
Posted on May 29, 2020

Dear all,

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

Posted on May 29, 2020

Hello BRADYSUN,

thank you for your patience.

Please note that we checked your account and we confirm that the pending withdrawal you are referring to has been set to be released today, after full verification has been completed.

Also, we are sorry to inform you that your account will remain closed, please refer to our Terms and Conditions accepted by yourself upon registration, clause 14.3: The company may refuse to open an account or may opt to close a players’ account which has already been opened at its own discretion. Notwithstanding this all contractual obligations already undertaken or entered into will be honoured.

Do not hesitate to contact as if you need any additional information, we will be happy to assist you.

Regards,
Vegas Hero team

AskGamblers
Posted on June 2, 2020

Dear @Bradysun,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Sign up for +100 No Deposit Spins!

This offer is not applicable to residents of Great Britain.

By subscribing you are certifying that you have reviewed and accepted our updated Privacy and Cookie Policy