Complaint #6 Villento Casino

Payment of winnings delayed for over two weeks

By JG1997

6 years ago

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.

Disputed Casino Villento Casino

Reason Delayed payment

Amount £1303.2

Discussion

AskGamblers

• Support Team

6 years ago

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

JG1997

6 years ago

I received the money, complaint can be closed. Still demonstrated very poor customer service!

Villento Casino

• Representative

6 years ago

The following email was sent to you 2 days ago. If you did not receive it, please check your spam.
I can see the withdrawal was released to your card ending 0109 on 28th Jan.
Cheers

Hello XXXXX,

Thankyou for your email. We have completed our review of the documentation you have forwarded and your withdrawal will be released in the next payments batch.

Please allow 3-5 business days for the funds to be available on your card.

Kind regards,
Jarrod
Risk Management

JG1997

6 years ago

I have still not received a confirmation of payment from the risk management team nor has the money arrived. I will keep the complaint open until it arrives. Thanks

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

Having a problem with a withdrawal since December 2020.

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.

Resolved

$3,135

$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