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VegasHero Casino - Withdrawal still not received after weeks of waiting

RESOLVED
Complaint Info
Disputed casino VegasHero Casino
Reason Delayed payment
Amount £ 1183.2
Posted on August 22, 2020

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.

Please help

Posted on August 26, 2020

Thank you DEANPAULSMITH91,

Hope you are well.

Kindly note that we checked your account and we can see that no withdrawal was found on your name, but you have been correctly refunded of your balance excluded fees on the 10/8/2020.

If you are still having any issues, please do not hesitate to contact us, we will be more than happy to assist you.

Regards,
Vegas Hero Team

AskGamblers
Posted on August 26, 2020

Dear @deanpaulsmith91,

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.

Posted on August 28, 2020

I am not happy that my account was "self exluded" without my permission. The withdrawal took so long (months) that the account was closed and this is what led the funds to be sent via a different payment source (bank transfer).

I received 913.20 when i requested 1183.20

The payment received is 270 pounds less than I requested.

I am still waiting for the remaining balance to be sent to me and I will not accept that this is due to a transferl fee and 2% withdrawal fee because I requested to withdraw to the original source of payment which does not encur this charges. I was even told there was a % fee for unwagered amounts even though the full balance was wagered, releasing the full balance.

I am extremely un satisfied with Genesis LTD and Vegas Hero.

The entire verification and withdrawal process has been made intentionally difficult and I am still waiting for answers.

I highly recommend staying away from this casino group.

Don't even bother playing here.

Posted on September 1, 2020

Hello DEANPAULSMITH91,

thank you for your reply, we will update you as soon as possible about your query, in the meantime please feel free to contact us and we will be more than happy to assist you.

Regards,

Vegas Hero Team

Posted on September 2, 2020

Issue un-resolved.

I requested information on which fee's you were referring to and more importantly a break down of what was removed from the withdrawal amount I requested.

2% of 1183.20 is 23.66

I am missing 270 pounds

so it cost 246.34 as a withdrawal fee because YOU closed my account without my permission and made me jump through hoops for 5 months to get my withdrawal.

Asolutely terrible casino - the worst I have ever played at.

I am disputing this as it is a clear breach of terms and conditions with hidden withdrawal charges and live chat intentionally closing accounts despite pleading that it was un necessary 5 times for financial gain.

I am extremely unhappy with how I have been treated as a customer.

AskGamblers
Posted on September 15, 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 September 15, 2020

Hi DEANPAULSMITH91,

thank you for your patience.

We checked your account and we can see that you have been refunded of additional 216.50 GBP, applying a total fee of 3%, this is stated in our terms and conditions, please check clause 4.10:

Where the company or the player decides to close an account, the remaining real money funds shall be returned to the method of deposit originally used and an administration fee of 3% charged, with a minimum fee of €2.50 or equivalent in the players own currency.

So in total, you have been refunded of £ 913.20 + 216.50 = 1129.70.
We hope this clarifies everything, but please do not hesitate to contact us for any further information needed.

Regards,
Vegas Hero Team

AskGamblers
Posted on September 15, 2020

Dear @deanpaulsmith91,

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.

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