Complaint #15 Wild Vegas Casino

Refusing payout from a birthday free chips!

By sorgu33

11 years ago

10 days ago i received an email from Wild Vegas casino stating they had given me $50 for my birthday as a gift. As i had never deposited on this casino but had registered and used a free chip i spoke to live chat first who confirmed that this chip would be fine to play as it was a birthday gift and not a standard free chip. I played the chip, made my playthrough and withdrew $100 i spoke to live chat who confirmed my withdrawal was fine and was awaiting to be transferred to my neteller account. I logged in tonight to check the status of my withdrawal and was told by live chat that my withdrawal had been declined as i had used 2 chips and not made a deposit in between, i explained i had spoke to live chat before using the chip and they confirmed it was fine, live chat was not interested and transferred me to a manager who was extremely rude and told me i would not be getting my withdrawal and then proceeded to ask me to make a deposit for a bonus they had, i actually couldnt believe it and then i told them i would be taking this further and they locked my account. The only reason they locked my account was because i had told them i would be taking it further and making a complaint as i had not broken any rules. If i was not allowed to use this chip as i had already used a free chip about a year or more ago then why was i sent it in an email and why was it accepted?

Disputed Casino Wild Vegas Casino

Reason Bonus terms violation

Amount $100

Discussion

AskGamblers

• Support Team

11 years ago

Beside of the evidence that we received from a casino, there is no evidence that this player contacted casino prior his/hers withdrawal request. On the other hand we think that a birthday gift can't be recognized as a standard free chip. Our final decision is that we consider this complaint unresolved.

AskGamblers

• Support Team

11 years ago

@sorgu33,
Can you provide 1st transcript?

Wild Vegas Casino

• Representative

11 years ago

Hi sorgu33,

As I previously stated, I have sent AskGamblers both sets of chat transcripts. I must be emphatic on this point: There are ONLY TWO live chats that you had with our support team—nothing more.

In the first transcript (Jan. 12), you state you made a withdrawal and you inquired about the timeline in which you would receive your payment. There was NO discussion based upon the fact that you used two coupons in a row.

It was not until your second chat (Jan. 17) that the issue of the two coupons came into discussion and this was already after you realized the withdrawal had been denied.

There was NEVER any chat discussion PRIOR to your withdrawal regarding the use of two coupons.

And for one last time, we are VERY clear that using two free chips consecutively without making a real-money deposit between will void any withdrawal.

I sincerely hope this concludes this matter.

Tawni

sorgu33

• United Kingdom

11 years ago

do not close, this is still unresolved, the casino sent me one chat transcript and not them all, the one they sent me showed livechat confirming my withdrawal would be sent to me within 10-15 days

Wild Vegas Casino Complaint Stats

Resolved 73 / 78

Avg. Amount $2,379

Avg. Complaint Duration 14 days

Avg. Response Time 3 days

Wild Vegas Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 68 out of 71 complaints in this category have been resolved.

This operator's average complaint duration is 14 days, while the average duration across all operators is 8 days.

Wild Vegas Casino Complaints

See all complaints for this casino

Approved Bitcoin Withdrawal Never Paid and Returned to Balance

I requested a Bitcoin withdrawal from Wild Vegas Casino on August 27, 2026. My withdrawal was approved on September 10, and I was told that payment should arrive within another 7–10 business days.

That timeframe passed, and I never received my withdrawal.

I contacted customer service multiple times trying to find out what was happening. On September 25, I was told that because my withdrawal had been approved since September 10 and I still had not received any updates, my case would be escalated for manual review by the withdrawals department. I was told I should receive an update within 72 business hours. My delayed payout was assigned Case Number 155914232.

On September 30, I received another message in my Wild Vegas account stating that my payment was being reviewed and should be processed within another 7–10 business days. The message also specifically stated that it was NOT confirmation of payment.

Then, instead of receiving my Bitcoin withdrawal, I discovered that the entire withdrawal had been returned to my casino balance.

I did not cancel my withdrawal, and I did not request that the money be returned to my casino balance. The withdrawal had already been approved weeks earlier, and I had waited beyond the payment timeframe Wild Vegas gave me.

Since the funds were returned to my casino balance instead of being paid, I had no choice but to submit the withdrawal request again. I am now concerned that Wild Vegas will treat this as a brand-new withdrawal and make me go through the entire approval and waiting process again.

I have documentation showing my original withdrawal, its approval, my communications with customer service, the escalation of the delayed payment, and the subsequent return of the funds to my casino balance.

I have been extremely patient and have followed the process Wild Vegas required. I simply want the winnings I legitimately withdrew to be paid. I am asking Wild Vegas to honor my original approved withdrawal and send my Bitcoin payment without restarting the entire waiting period because the casino returned the funds to my balance without my request.

I am asking AskGamblers for assistance in getting Wild Vegas Casino to process and pay my withdrawal.

48h left

$1,283

They will not communicate

I fully verified over 3 weeks ago and submitted everything they need my bank info and statements and a piece of mail with my name and address they keep denying me and won't tell me why I have emailed them and attached it they will not live chat they make me wait for over hour so I won't say on chat and they never have any answer for me or reply to my emails when I try to find out why they keep sending my deposit back to my account.

Resolved

$700

Payments delayed from August 2025

Hi,

I hit a jackpot at Wild Vegas Casino in August of 2025 for more than 50k. Since then I've only received 3 payments and the most recent payment was cut to $1250. At this pace I'm concerned it will take years to be paid out. I follow up regularly but nothing makes payments come sooner or more regularly. Please help! I would like to be paid all at once but I researched and no one gets that. I would be happy with receiving $10k per month for the next 5 months to just get this over with. Thank you so much for your help!

Resolved

$50,922

Payment never happened

On 11/18/25 I submitted a Cashout request for three payouts totaling $6,000. On 11/23 the casino sent me email stating my request was successful. It’s been past ten days, exceeding the timeframe they claim to pay out winnings. After check on this today they are trying to say my bank statement has a negative balance that’s why they haven’t paid. This is not true. The bank state ment shows $762 balance. They said they would get back to me but they have not. Please help…..this is not the first time I experienced delays . Please help. Thank you

Rejected

$6,000

No money, Not fair

I won 13,000 on 1/26/25. I had to submit six withdrawal requests due to the amount limitations. On 2.10.25 I received an email stating 'your payment has been approved and you will recive it soon.' As of today 3/9/25 I have recieved ZERO money. I just keep getting the same an.swer form customer service everytime I contact them. They all keep telling me the first two requests are approved and I should get my money soon. I;m very frustrated and no one is helping me. They should not be allowed to take my money and neglect to pay out my winnings. Please help. Thank you

Resolved

€13,000

Winning not paid revoked access

I made a request so with all my winnings.

I received an email stating that my withdrawal had been received and it was processed, and I should be receiving my funds shortly

I waited and contacted customer service when I noticed that my account had been deactivated.

I have emails showing that my withdrawal was approved, but it was never issued because they revoked my access to play in their casino to protect their assets is the email that I got..

I have received payment prior to this with no issues

Rejected

$104

Excessive waiting period

Apparently it takes two to three weeks to have a withdrawal paid via bitcoin. Which I don't understand I've played other casinos that offer the same withdrawal process and same player platform. The first attempt they declined. The second again was declined because they said I didn't provide a Bitcoin address which was a lie obviously. After the third attempt the advise me if the ridiculous wait time I included a screenshot of one of the chats

Resolved

$60

Payouts approved in May

Hello. I am contacting in regards to two payouts: $2,298 that was approved on May 22nd and $2500 that was approved on May 28th. I have contacted customer service a number of times in the past month about these two approvals. I provided a new Bitcoin address and confirmed all relevant info, also resubmitted a HooYu identity confirmation recently. I don't see any reason for these two approved payouts to continue being delayed into August. Please reach out to me when possible. Thank you.

Resolved

$4,798

Delayed withdrawal of 143 dollars

They are not paying me my 143.00 winnings. They have asked me for the same verifications multiple times and I've sent it and they ask for new documents and I've sent everything so many times.

They are making excuses they have wasted so much of my time waiting on the long customer service chats to get the same run around again.

It don't take this long.

Rejected

$143

Withdrawl is missing

I have been waiting for my money from Wild Vegas Casino since December 26th for $160. My Bitcoin withdrawal was denied the same day, then I checked again, and it said Manager withdrawal was made and approved for $130. I don't know where the other $30 disappeared to or where my money is because it's not in Bitcoin nor is it in my bank account that I used to make the $30 deposit in the first place. I've had no luck with reaching anyone at customer support but I reached live chat and they said there was a discrepancy with my credit card I used to deposit. Well there wasn't one when they accepted my money, and both my id and my bank card were verified and approved in my document section. I want to know where my money is. Thank you

Resolved

$160