I have been a member for several months. Recently I won 2200 euro on the 26 July. I submitted all relevant details and received an email stating that 1000 would be in my account on the 5 August with the remainder been paid in Sept. To date I have received no money. There was corrospondence up to two weeks ago. Now there is no response to my emails. I can still get into my account but can't get in contact with support. I have photos of my winnings and withdrawal dates also all email replys. Can you help

Dear susan1117,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please confirm that you’ve provided all the requested documents to the casino? Have you received any receipt from the casino as a proof that the funds have been sent? Also please forward any relevant conversation between you and the casino to [email protected]. I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Nick

Hi Nikolas

I have sent the required info to your email

Thank you very much susan1117 for providing all the necessary information. I will now transfer your complaint to my colleague Zuzana 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.

Thank you it would be nice and fair if I can get the right outcome i.e my withdrawal paid in full

Hello susan1117,

I am very sorry to hear about your problem.

I would like to invite Casino Venetian to join this conversation and give us an explanation of why Susan's withdrawal has been delayed.

Thank you Zuzana for your assistance

As an update I have continued to email Mark at Venetian Casino but j have received no response also I keep getting logged out of support

Now that Venetian casino has not replied is there another avenue I can use to support me getting my winnings

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’.

Just to update on my issue. I am now locked out of the account. I have written to the license company via email but no response so far. Also I am now receiving text messages offering deposit bonus (joke!). It is dreadful what this site has done to a long term customer. I would advise anyone thinking on joining this site to stay away.

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.