Complaint #9 Villento Casino

Having a problem with a withdrawal since December 2020.

By Ivan Y.

5 years ago

Good day! I am contacting you again for help in resolving my problem with the Villento casino.

On December 7, 2020, I received a letter from the casino that my previously sent documents have been reviewed, verified and any withdrawals are allowed.

However, when I made a withdrawal request on December 11, the Casino did not provide a withdrawal option and stopped contacting. On December 17, the Casino announced that it was considering my request, and on December 18, it requested additional documents. These actions of the Casino were incomprehensible to me, because the documents had already been considered (I am attaching a screenshot of the letter from the casino dated December 7). Nevertheless, on December 28, I sent documents in accordance with the requirements of the casino (passport in the background of the site, passport and certificate, transaction screen). Only on January 05, 2021 the casino support service confirmed the receipt of my documents. On January 13, the casino reported that the withdrawal was denied and that the funds were returned to my casino account balance. On January 28, I sent an email to the casino asking them to change my email address in my account. After answering all the questions of the casino, on February 1, the casino confirmed the change of email. Then the casino again requested personal information, on February 10, I provided everything (name, date of birth, phone number).

Since February 10, I have repeatedly asked the casino to provide me with the opportunity to receive my winnings, but the casino stopped responding to my messages. I want to note that I wrote repeatedly from both the old email and the new one. To my regret, to no avail.

After the first filing of a complaint, I received a letter from you (I attach a screenshot) with information that the casino is still conducting a check. I contacted the casino, on March 10, 2021, provided all the requested information. Since then, the casino has not contacted again. In view of this, I am forced to contact you.

Please help me get my money in the amount of USD 3135.

Disputed Casino Villento Casino

Reason Verification issues

Amount $3135

Discussion

AskGamblers

• Support Team

5 years ago

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.

Yakione

• Belarus

5 years ago

Hello I express my gratitude to you and the casino for resolving my question. The funds were received in full, my problem is resolved.

Villento Casino

• Representative

5 years ago

Hi Yakione

It looks as though your further correspondence was missed due to the updated email address. In any future correspondence please use the old email address.

I have spoken with risk management and your payment will be sent today.

Cheers

Villento Casino Complaint Stats

Resolved 4 / 4

Avg. Amount $1,246

Avg. Complaint Duration 13 days

Avg. Response Time 22 hours

Villento Casino Complaints

See all complaints for this casino

Payment of winnings delayed for over two weeks

On January 10th at Villento casino, I withdrew 1300 pounds I had won playing slots. Several days after, I received an email saying my withdrawal will not be processed until I provide verification documents and pictures.

I sent these on January 17th, and since then I have heard nothing about my withdrawal status. They seem to just be ignoring me now and withholding my winnings.

Resolved

£1,303

$130 delayed for 8 days now with no response from email support

My withdrawal was done on the 4th of July and I requested a pay out via Skrill. I have not used any bonusses and wagered more than 100% of my initial deposit which was $100. After a few days of getting no money, I went to the support chat and they told me to email [email protected] which I did. However I have still gotten no response since a week after sending 2 emails. I think they are trying to scam me my money.

Resolved

$130

Free play offer not given.

I receive an email from Villento Casino offering a free 1 hour game with no deposit if I opne a real money account. The add is big and very clear. After I open the account they say I must deposit. I was chatting with the operator (Denise) and I offer forward the email to her. She says, very sorry but is not possible.

Beware with this Casino, they send tricky offers.

Ivan

Resolved