Vegas Nova Casino - Povlačenje igrača je odloženo i nerešeno.

I made my deposit, played through. Withdrew a small amount to test the withdrawal process and continued playing.

My withdrawal request was made on March 15 NZT, a month ago.

I have been communicating with support via live chat who have said it has been paid but I have not received. They gave me an email to communicate with them to track the investigation, no replies. They then gave me a telegram account to message who has replied twice but it's always "I will follow up and get back to you today" or "I have escalated this matter to the appropriate team" other times my messages just get ignored, read and marked as resolved when no one is communicating with me. I have tried being nice and waiting it. I have even asked for the whole thing to just be cancelled and funds returned to my casino account. I don't know what else to do. Please help 🙏

Dear Nzplayer,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Do I understand correctly that this was your first withdrawal attempt?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Hey yes first withdrawal attempt. No verification, I asked multiple times but kept being told if I needed it, it would show up for me. There was no option to submit my verification documents whatsoever. I think I had a welcome bonus but had completed it and finished the playthrough prior to my withdrawal. This was all done on the same day. Signed up, deposit, playthrough and withdrawal.

Thank you for your reply, Nzplayer. Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Hi I have sent all relevant information through to the email.

There is no withdrawal status available to me, just shows that it was requested at the date and time shown in screenshot attached to email.

I have previously asked support who had told me it had been processed. But now I can't prove that as they have deleted my chat history after telling them I had laid a complaint as outlined in my email.

Thank you for looking into this. Hoping to get some answers

Thank you very much, Nzplayer, for your cooperation. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear Nzplayer,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Vegas Nova Casino representative to join this conversation.

Dear Vegas Nova Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

This is their reply to me

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Nzplayer,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Comoros Gaming Authority (https://anjouangaming.com/submit-dispute/) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (miroslava.d@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Mirka

We’ve reopened this complaint at the request of Nzplayer. We've received confirmation from the player, that the issue has been resolved, and the withdrawal has been paid out.

Dear Nzplayer,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Mirka Dubasova

Casino.Guru