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VegasHero Casino - Delayed payment of £5,361.36 since November 2020

GELÖST
Beschwerde-Info
Unseriöses Casino VegasHero Spielothek
Grund Verzögerte Auszahlung
Betrag £ 5361.36
robinanderson Vereinigtes Königreich
Veröffentlicht am 24. Februar 2021

Hello, I've been waiting on a withdrawal of £5361.36 from this casino since November. I submitted all the verification docs they asked for on 22nd November 2020 but despite chasing they have not paid me. I recently received a reply to one of my chasing emails with a vague reply stating that they could not tell me when I would receive my money, and not specifying the reason for the delay. I would like your help in getting VegasHero to pay the winnings I am owed in a timely manner.

Docs attached:

1) Proof of withdrawal

2) Proof of verification docs submitted on 22nd Nov 2020

3) Recent email from Vegashero not being clear about when I could expect to receive my money.

Many thanks,

Robin <surname removed>

AskGamblers
Veröffentlicht am 1. März 2021

Dear all,

This complaint has been reopened as per the submitter's request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved in the dispute reach a satisfactory resolution.

Veröffentlicht am 4. März 2021

Hello ROBINANDERSON,

thank you for your patience.

Please note that we checked your account.

We can see that our relevant team sent you an email yesterday kindly asking you to provide the documents needed to verify your account.

We kindly invite you to review this email and reply attaching the documents needed.

If you are still having any queries, please let us know.

Regards,

Vegas Hero Team

robinanderson Vereinigtes Königreich
Veröffentlicht am 5. März 2021

I was asked to send photos of myself holding my payment card and ID along with a piece of paper that says: "Only for use on VegasHero account user id 'fill in the number of you user id". I don't know what my user ID number is so I have emailed them to ask what it is so I can do the photos.

Veröffentlicht am 9. März 2021

Hello ROBINANDERSON,

Kindly note that our relevant team replied to your email in order to give you the info requested.

If you still have any issues, please do not hesitate to contact us.

Regards,
Vegas Hero Team

robinanderson Vereinigtes Königreich
Veröffentlicht am 12. März 2021

Hi VegasHero Team

I sent those additional verification documents you requested two days ago (Weds 10th March) so I am looking forward to hearing from you.

Thanks

Robin

Veröffentlicht am 15. März 2021

Thank ROBINANDERSON,

we are reviewing your case and we will get back to you as soon as possible.

Best regards,
Vegas Hero Team

robinanderson Vereinigtes Königreich
Veröffentlicht am 15. März 2021

Thanks for your reply. I look forward to hearing from you.

Robin

AskGamblers
Veröffentlicht am 19. März 2021

Dear VegasHero Casino,

Please let us know if there are any updates regarding this ongoing complaint. Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly.

Thanks in advance for your cooperation.

AskGamblers
Veröffentlicht am 26. März 2021

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.

Veröffentlicht am 26. März 2021

Hello ROBINANDERSON,

thank you for your patience.

Kindly note that we reviewed your case and we confirm that your account has been reopened in order to allow you to request the withdrawal of your funds.

Once requested your account will be closed again as per our Terms and Conditions accepted by yourself upon registration, in particular clause 14.3:

14.3. The company may refuse to open an account or may opt to close a players’ account which has already been opened at its own discretion. Notwithstanding this all contractual obligations already undertaken or entered into will be honoured. 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.

Please let us know if you have further questions.

Regards,
Vegas Hero Team

robinanderson Vereinigtes Königreich
Veröffentlicht am 27. März 2021

I was very relieved to hear that Vegas Hero were finally going to pay out my winnings, however it seems that even after all this, they are still refusing to pay. When I went to withdraw the money as they request above, the only options available were trustly and myfinity, no option to withdraw to my card (see attached image). I withdrew using trustly, which required me to log in to my online banking.
Now they have sent me an email saying my withdrawal has been refused because I didn't withdraw to my original payment method! As you can see this was not an option they offered so it is completely impossible for me to do so.

Veröffentlicht am 29. März 2021

Dear ROBINANDERSON,

We have looked into your account and can see that your withdrawal was placed and paid out successfully for you.

Please allow 3-5 working days for the funds to clear from your bank's side.

Should you have any further queries please do not hesitate to contact us.

Regards,
Vegas Hero Team,

AskGamblers
Veröffentlicht am 2. April 2021

Dear @robinanderson,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and let us know if you have received the disputed payment. Please be notified 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 complaints 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.

VegasHero Spielothek Beschwerden

  • 51 von 52 gelöst
  • 2 Tagen Durchschn. Antwortzeit
  • 5 Tagen Durchschn. Lebensdauer
  • 2,480 USD Durchschn. Betrag

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