Queja #31
Extra Vegas Casino
Casino delaying verification and payment for days
hace 2 años
I have been playing for about a month on this casino, I never take bonuses as I find them really hard to wager so I always played with my own deposited money.
On the beginning of December I had my first hit on this casino and was able to get 1000€ on my balance to withdraw. I placed a 500€ withdraw as I was told by the website that 1000€ was over the allowed daily withdraw amount. On the next day I placed another 500€ withdraw request. On the website they claim that withdraws may take up to 3 business days to be processed so I waited a total of 5 business days since my withdrawal requests were placed on the weekend.
Once the 5 days passed I logged in to the casino and to my surprise the 1000€ were back on the balance and the withdrawals had been cancelled by the casino without explanation or email notification.
I contacted support to be told that I had been the one cancelling the withdrawals which is completely false. I was then told that I must verify my identity and bank account ownership.
I navigate to the verification page and clearly states “Your account doesn’t require verification”. I went back to the chat and was told that Finance department asked for the verification 2 days ago, but I was never notified and the website verification page said that I don’t require verification, very confusing. I was told by the support chat that “in a moment” the verification process will be open. This toke about 24 hours. I was finally able to upload the requested documents. They are very fast verifying my identity but left the account verification in “In review” status. They claim on their website that the verification process takes up to 24 hrs. Has now been almost a week and this hasn’t moved at all.
I placed back the withdrawal requests after speaking with chat and have currently a 500€, 300€ and 200€ pending withdrawals with this casino which have not being paid since the casino is stalling the whole verification process.
I have been in contact with them for days now and I keep being told that the Finance department is handling it and that they will notify me when they do.
I can provide proof for my claims, I have chat transcripts, screenshots, deposits made from my account to the casino, withdrawal emails received at the time of placing, etc.
I thank you for taking the time to look into this.
On the beginning of December I had my first hit on this casino and was able to get 1000€ on my balance to withdraw. I placed a 500€ withdraw as I was told by the website that 1000€ was over the allowed daily withdraw amount. On the next day I placed another 500€ withdraw request. On the website they claim that withdraws may take up to 3 business days to be processed so I waited a total of 5 business days since my withdrawal requests were placed on the weekend.
Once the 5 days passed I logged in to the casino and to my surprise the 1000€ were back on the balance and the withdrawals had been cancelled by the casino without explanation or email notification.
I contacted support to be told that I had been the one cancelling the withdrawals which is completely false. I was then told that I must verify my identity and bank account ownership.
I navigate to the verification page and clearly states “Your account doesn’t require verification”. I went back to the chat and was told that Finance department asked for the verification 2 days ago, but I was never notified and the website verification page said that I don’t require verification, very confusing. I was told by the support chat that “in a moment” the verification process will be open. This toke about 24 hours. I was finally able to upload the requested documents. They are very fast verifying my identity but left the account verification in “In review” status. They claim on their website that the verification process takes up to 24 hrs. Has now been almost a week and this hasn’t moved at all.
I placed back the withdrawal requests after speaking with chat and have currently a 500€, 300€ and 200€ pending withdrawals with this casino which have not being paid since the casino is stalling the whole verification process.
I have been in contact with them for days now and I keep being told that the Finance department is handling it and that they will notify me when they do.
I can provide proof for my claims, I have chat transcripts, screenshots, deposits made from my account to the casino, withdrawal emails received at the time of placing, etc.
I thank you for taking the time to look into this.
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