I have been waiting for 5-10 + weeks for a withdrawal from Vegas Hero Casino for the amount of £1183.20
I was told that it would be sent via bank transfer, so I submitted my IBAN and BIC number to them, including photos of the front and back of card.
I was told that the payment was sent, then I was told that the payment had not been sent, due to a delay, and would be sent the following week with "next weeks payments". 2 weeks have now passed since being told that. I am not sure why they have given me different information, without any email to tell me on the status of the withdrawal.
"This the information that I have regarding this manual transfer it was done on the 14/07/2020 09:58:45 GMT via bank transfer. It may take a while for the funds to show up in your account.
However I will be escalating a case to the relevant team to double check this. The relevant team will get back to you as soon as possible "
I have now sent 2 months of bank statements to show that the payment has not been received.
They have back tracked saying that the payment was sent on the 14th of July 2020 now.
I am becoming very concerned with this Casino. The seem to delay the payment continuously as a result I highly suggest staying away from this casino group entirely, even if their UK license is reinstated. It's clear to see why it was removed in the first place.
I have been on live chat over 20 times asking on updates only to be told I will be contacted via email.
I never receive any emails on the status of the withdrawal or any updates in general, despite being told that I will.
I asked for the payment method and payment reference number and there reply was " unfortunately I do not have the information", because it is part of another department.
I don't know why the company is operating in this way.
I have made a simple request for a payment reference number, so I can contact the bank to see what has happened. I have simply requested proof that the payment has been sent, only to be told they don't have the information that I'm requesting. I believe I am being treated unfairly and the 72 hour withdrawal time stated on the website is simply not true.
There has been some mixed information on whether the payment has been sent and I am growing increasingly concerned with the way this company is operating.
I am looking for a reply from Vegas Hero stating the payment reference number and an explanation as to why it has taken months to receive my withdrawal.
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