Good afternoon,

I am registered on the extra vegas website and on December 3rd I made a upload which earned me 200 €

In the meantime between the 7th and 10th I got another 100 € with the bonuses given by them and once again I made the withdrawal request.

One more day 17 +/- I got another € 1100 with bonus and I reorder once they had canceled previous orders.

So far they are constantly canceling my withdrawal request.

Lastly on December 26th I was told that in order to make the withdrawal request it was necessary to upload the last 5 days before making the withdrawal.

On December 27th I made this shipment I even sent the documents to prove the bank account (document given by the bank where it confirms that the account is mine) and today again they canceled my withdrawal request I no longer know what to do with this cancellation is already the fifth time they cancel

Can you help me please?

Boa tarde,

Estou registada no site extra vegas e no dia 3 de dezembro fiz um carregamento o qual me rendeu 200€

Entretanto entre no dia 7 ou 10 ganhei mais 100€ com os b?nus dados por eles e mais uma vez fiz o pedido de levantamento.

Mais uma vez a dia 17 +/- ganhei mais 1100€ com b?nus e voltei a fazer o pedido uma vez que eles tinha cancelado os pedidos anteriores.

Até ao momento est?o constantemente a cancelar o meu pedido de levantamento.

Por último no dia 26 de dezembro disseram-me que para fazer o pedido de levantamento era preciso fazer um carregamento nos últimos 5 dias antes de fazer o levantamento.

No dia 27 de dezembro fiz esse carregamento enviei inclusive os documentos a comprovar a conta bancária (documento dado pelo banco onde confirma que a conta é minha) e na data de hoje voltaram a cancelar o meu pedido de levantamento já n?o sei o que fazer com este cancelamento já é a quinta vez que cancelam

Podem ajudar-me por favor?

Hello Catarina.

Thank you for submitting your complaint. We are very sorry to hear about your troubles. When the casino cancelled your withdrawal request, what did they write to you? Before the withdrawal, you should go through a KYC (know your customer) procedure in which the casino checks your identity. After this check, you should be able to withdraw your winnings in case that you didn’t breach any of the general or bonus T&Cs. Could you please tell us which bonuses you took? If you have a game/bonus history, please send it to us too.

Whenever they canceled the withdrawal request, the casino made no contact with me saying even why or what was needed, it was always me that when seeing that the value was already back in my account I went to chat, chat that does not help at all, the only information they give is to send a document, or make a deposit, then again documents, and now finally indicate that I can't raise the whole amount. Honestly it is a very horrible service, as in my view when it is canceled they would check everything that would be needed in order to inform the customer and help in the quick resolution, but quick is a word that the extra vegas casino does not know, let alone help.

The values, I on the day 3/12 (approximately) when I made the load I won the first 200 € with real money and mine, as for the bonus situation, almost every day the casino sent an offer of 25 free spins. by e-mail offer that one of the times I left 100 € after playing enough money to be cash balance and not as a bonus, I made the withdrawal request separately and both were refused with information given in the chat that documents were missing.

However on the 17th, approximate date, with the free spins once again, after much movement of the bonus money left me 1100 € as the casino had previously canceled the order for my ecopayz, I preferred to cancel the order and return to submit by bank transfer, because on other sites had already done and as I knew the procedures went very fast (on other sites).

On December 26th as already mentioned this order is once again canceled, for the reason of loading I assumed the responsibilities and I made the loading, on 02/01/2020 once again I see my withdrawal request refused, they realized that it was missing The sending of 2 more cards were generated at the beginning when I made the first 2 uploads, to point out that no profits were generated from them, but once again I sent, wondered if I would now have my money and the only information I received was to wait for the 3-5 working days, and they always go up to the limit of 5 days.

I resubmitted the order and on 9/01/2020 once again cancel the order, when questioning the reason, there is a limit of withdrawal values generated by free spins, in my case that the account is basic level, 100 €, I would like to know why, until that moment, you have not mentioned any situation, but the work is not responsible nor try to help.

Yesterday I submitted the withdrawal request and I put all the separate values, € 220 which refers to my non-bonus profits, € 200 of earnings + € 20 of the day load 27/12, + € 100 for the first winnings with free spins and 100 € of the last, but as the value is in cash balance and I'm sure it belongs to me because if I make a load accumulates the value in the same place, then unable to identify if it is one or the other, then I ordered the remaining 1000 € in orders of 100 € each since the limit is 100 € I am once again waiting for you to accept or decline the payment to see what is the excuse this time

I can even quote the information available in the bonus rules:

• '' 2.1.4. The money won from Free Spins will be credited to your bonus amount balance and is subject to our standard terms and conditions, bonus terms and wagering requirements. However, winnings after wager requirements are completed are real money and are available for withdrawal.
• 2.1.4.1. Please note, if you complete the wager requirement, but have yet to make a deposit, your bonus will be credited in the form of € 25 cash.

2.1.9. Free bonus withdrawal limits

• Maximum withdrawal amount from free bonus money are as follows:
• (i). Basic maximum € 100,
• (ii). Silver maximum € 100,
• (iii). Gold maximum € 200,
• (iv). Platinum maximum € 300,
• (v). Titanium maximum € 400,
• (saw). Master maximum € 500. ''

Sempre que cancelaram o pedido de levantamento, o casino n?o fez nenhum contacto comigo a dizer sequer o porquê ou o que era necessário, fui sempre eu que ao ver que o valor já estava de volta a minha conta fui falar com o chat, chat esse que n?o ajuda em nada, a única informa??o que d?o e para enviar um documento, ou fazer um deposito, depois novamente documentos, e agora por fim indicam que n?o posso levantar o valor todo. Sinceramente é um servi?o muito horrível, pois a meu ver quando é cancelado iriam verificar tudo o que seria necessário de modo a informar o cliente e ajudar na célere resolu??o, mas célere é uma palavra que o extra vegas casino n?o conhece, muito menos ajudar.

Os valores, eu no dia 3/12 (aproximadamente) quando fiz o carregamento ganhei os primeiros 200€ com dinheiro real e meu, quanto à situa??o de b?nus, praticamente todos os dias o casino enviava, de inicio, uma oferta de 25 free spins por e-mail oferta essa em que uma das vezes saíram-me 100€ após ter jogado bastante para o dinheiro ficar como cash balance e n?o como b?nus, fiz em separado o pedido de levantamento e ambos me foram recusados com informa??o dada no chat que faltavam documentos.

Entretanto no dia 17, data aproximada, com as free spins mais uma vez, já após muito movimento do dinheiro de b?nus saíram-me os 1100€ como o casino ja tinha cancelado o pedido anteriormente para a minha ecopayz, preferi cancelar o pedido e voltar a submeter por transferência bancária, pois noutros sites já tinha feito e como já sabia os procedimentos correu tudo muito rápido (nos outros sites).

No dia 26 de dezembro como já referido esse pedido mais uma vez é cancelado, pelo motivo do carregamento assumi as responsabilidades e fiz o carregamento, dia 2/01/2020 mais uma vez vejo o meu pedido de levantamento recusado, aperceberam-se que faltava o envio de mais 2 cart?es, foram gerados no inicio quando fiz o 2 primeiros carregamentos, de salientar que n?o foram gerados quais quer lucros dos mesmos, mas mais uma vez enviei, questionei se agora ia ter o meu dinheiro e a única informa??o que recebi foi para aguardar os 3-5 dias úteis, sendo que eles v?o sempre até ao limite dos 5 dias.

Submeti novamente o pedido e no dia 9/01/2020 mais uma vez cancelam o pedido, ao questionar a raz?o, existe um limite de levantamento de valores gerados pelas free spins, no meu caso que a conta é basic level, de 100€, gostava de saber o porquê de até aquele momento, n?o terem referido qualquer situa??o, mas o trabalho n?o é responsável nem tentam ajudar.

Submeti na data de ontem o pedido de levantamento sendo que coloquei todos os valores separados, 220€ que s?o referentes aos meu lucros sem b?nus, 200€ de ganhos + 20€ do carregamento de dia 27/12, + 100€ referente aos primeiros ganhos com free spins e 100€ das últimas, porém como o valor está em cash balance e eu tenho a certeza que me pertence pois se eu fizer um carregamento acumula o valor no mesmo sitio, n?o conseguindo depois identificar se é de um ou outro, ent?o procedi ao pedido dos restantes 1000€ em pedidos de 100€ cada uma vez que pelo limite sao 100€ estou mais uma vez a aguardar que aceitem ou recusem o pagamento para ver qual será a desculpa desta vez

Posso até citar a informa??o disponível nas regras de b?nus:

• ''2.1.4. The money won from Free Spins will be credited to your bonus amount balance and is subject to our standard terms and conditions, bonus terms and wagering requirements. However, winnings after wager requirements are completed are real money and are available for withdrawal.
• 2.1.4.1. Please note, if you complete the wager requirement, but have yet to make a deposit, your bonus will be credited in the form of €25 cash.

2.1.9. Free bonus withdrawal limits

• Maximum withdrawal amount from free bonus money are as follows:
• (i). Basic maximum €100,
• (ii). Silver maximum €100,
• (iii). Gold maximum €200,
• (iv). Platinum maximum €300,
• (v). Titanium maximum €400,
• (vi). Master maximum €500.''

Hello Catarina.

It seems that in your case, something else is wrong. I can't say what but we can ask the casino representative to help us to find out where the problem is.

I also really enjoyed knowing where the problem is and knowing how to rectify it to get my money

Eu tambem gostava muito de saber onde está o problema e de saber como retificar de modo a ter o meu dinheiro

Hello Catarina,

Thanks for letting us know about this. We apologize for the inconvenience. To further investigate this, could you please share your username and email address which is linked to this account. 

Dear casino representative, please note that all the necessary player's information you can find on the left side under player name and country (player email and casino ID)

Hello Catarina,

Hope you are doing well.

I spoke to our team and here is the answer I received from them. 

Please note that the reason why the member’s latest withdrawal request could not be approved is due to the fact that choosing a different withdrawal method was necessary, according to the amount that could be cashed out.

The amounts of €220 representing winnings from a deposit, along with €100 representing winnings from a free bonus, have already been approved and will reach the member’s account within maximum 24 hours.

The remaining €100 that are available on the account (consisting of winnings from a second free bonus ) can already be placed in a new payout request that will be reviewed within a week, as per the following rule from the Banking page, that can be reviewed on the website:

We shall honor one payout approval per account, per review and per week. If you submitted more withdrawal requests simultaneously, only one of the submissions shall be subject to review.

Please keep in mind that since the rest of the winnings that were placed in pending were not cashable, they were automatically deducted by the system.

Should you need any further information regarding your account or withdrawals, please do not hesitate to let us know. Please confirm once you have received the winnings as well.

Regards,

Catarina, please write to us when you receive the money. After collecting all the payments, we will close the complaint as "solved".

I will order the second 100 € but, as for the winnings I leave a suggestion, if they can not be withdrawn at all or leave in bonus or withdraw soon, because I had the value in my account saying it was mine for more one month

Eu vou fazer o pedido dos segundos 100€ mas, quanto aos ganhos deixo uma sugest?o, se n?o podem ser levantados de forma alguma ou deixam em b?nus ou ent?o retirem logo, pois estive com o valor na minha conta a dizer que era meu por mais de um mês

I have already made the withdrawal request just waiting for the ok, but I have a question for the casino, if I use part of the value after being mine, for example this 100 € and play, the money can then be withdrawn, or I am required to withdraw the 100 € and make a upload so that the winnings are mine and possible to withdraw?

I apologize for the aside

Já fiz o pedido de levantamento so aguardo o ok, porém tenho uma quest?o para o casino, se eu utilizar parte do valor após já ser meu, como por exemplo estes 100€ e jogar, o dinheiro depois pode ser levantado, ou sou obrigada a levantar os 100€ e fazer um carregamento, para os ganhos serem meus e possíveis de levantamento?

Pe?o desculpa pelo aparte

Hello Catarina.

Every bonus with the rule about maximum winnings (bounded with a deposit as 10x deposit/bonus value, or in case of free bonus some fixed value example €100) you should withdraw in a moment you fulfil the wagering requirements. Playing more with such a bonus doesn't make any sense because you wouldn't be able to withdraw more money.

Why it is like this has a lot of reasons. Most important is that you can set a withdrawal (in the case that you didn't breach any of bonus conditions) and deposit the same amount again (this time the amount would be considered as yours, and there are no bounds on it (maximum winnings)  

Unfortunately, this whole thing cannot be done automatically (and I understand why are you asking).

When any player wins from a bonus, there is a lot of things what must be done (KYC, security check, game history check..) It is time-consuming and therefore, cannot be done automatically.

Hello Catarina,

Hope you are doing well. 

I just received a confirmation from our support team that your last payout request made, is now accepted and the payment is processed. Could you please check and confirm if you have received your payment.

Good afternoon, yes I confirm that the amount is already in my account.

I want to thank the Guru team for their help.

You can close the complaint

Boa tarde, sim confirmo que o valor ja está na minha conta.

Quero agradecer a equipa do Guru pela ajuda prestada.

Podem fechar a reclama?ao

Dear  Catarina and Extra Vegas Casino representative,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system.