I spent a considerable amount of money at this casino and then had a lot smaller win. The withdrawal has been pending for almost four weeks. I have sent numerous emails - no answer, the live chat is rarely answered and when I did get a response they said they were having problems with their bank and I could I open a Bitcoin account so they could transfer! I also have a query with their registered address and license as neither seem to exist! Very frustrating, never ever been treated like this by a casino.

Dear Tracy,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand, that a variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, and contracts with the payment providers and bank restrictions, all have a major influence. Could you please advise which payment method you have used to deposit funds into your account?

If you have been advised by the casino to use Bitcoin e-wallet, I would recommend opening a Bitcoin account. It is fast, safe and you can always convert bitcoin to cash and ultimately move it to a bank account. There is a lot of online articles available, where you can learn how it works and decide if it would be convenient for you (e.g https://www.bitcoin.com/get-started/how-to-get-started-with-bitcoin/) Please let me know how you decided and we will agree how to pursue this case. 

I hope we will be able to help you to receive your winnings as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hi Petronela,

i used my Mastercard credit card to make payments and my understanding is that funds should be returned to the same method of payment. I am unaware as to what a Bitcoin account is and therefore I am both reluctant to use it and cannot trust what they say. All I want is my withdrawal paid as promised.

Thank you very much, Tracy, for your reply. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Tracy,

I looked at your complaint and will do my best to help you. I would like to invite Casino Venetian into this conversation. Can you please specify what is the problem with player’s withdrawal?

We would like to ask the Casino Venetian 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’.

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The casino can reopen this complaint anytime.