Good morning, in theory it's a general question if someone can help me, because those at vegasino don't answer me

Good morning. I'm here to explain my situation and try to understand whether what is happening is "fair" or not. On the 22nd, exactly one week ago, I won around 65,000 euros at Vegasino. That said, I've earned a VIP level 4 "status", with a private manager, daily limits of 1,000 euros, etc. So far I've withdrawn 5,000 euros and have 58,500 in balance + 2,000 in withdrawal requests. The thing is, this VIP level 4 status was withdrawn today and I'm at the lowest possible level and back to the 500 day/7,000 month limit, which is ridiculous considering my balance, what I've played, etc.

Their justification is that the VIP level can be adjusted according to the ratio between withdrawals and deposits, but the point is that I haven't even had an account for 30 days and they state in the terms and conditions that the VIP level refers to the previous 90 working days.

I can't understand this. To withdraw the 58,500, it will take me about 9 months, and that's if it works out. Because now, as a "user" who is making a loss to the casino, it will take forever to withdraw the balance.

Note: All winnings in real money and in the casino.

You don't have any news regarding your withdrawal, right?

Maybe you should file a complaint here so our team can have a look into things and intervene in your case whenever possible.

If you wish to do so, please follow this link. Provide all the necessary information, and if you need some help, let us know for sure.

Good morning, they replied to me yesterday after two emails, telling me that they apologize for the inconvenience and will proceed to resolve it as soon as possible, if this is not the case I will file a complaint here I have around 3400 euros to withdraw but I have been stuck since the 21st

Hello there.

Usually the VIP level decreases if you don't deposit that much as before; that is right.

Unfortunately, I cannot tell you how their VIP works because only the casino can set up the rules.

You should definitely contact the support regarding this, and they will explain everything to you hopefully.

May I also ask if everything goes well with your withdrawals there?

Thank you for your reply.

As the withdrawals exceeded the deposits, they "cut off" my account. So far I understand, I would like to know how a player like me who earns 65k, will be able to withdraw the entire balance, it will be almost impossible. But I'm not going to play anymore and I'm going to do my best to withdraw all the money, it may take a year, but I'm going to try.

Regarding withdrawals, when I was VIP 4, withdrawals were processed within 24 hours, I made 5 requests for 1k that were processed every day. Now without VIP, I have 3 pending requests and it's that story, it will take at least 1-2 weeks for them to process, because they want the player to lose the money.

Thank you very much.

Hello,

we are both happy to see some progress. Surely keep the complaint in mind if other communication fails, which I hope won't happen!

Could be handy to occasionally check the withdrawal status update. Just in case, of course.

We would also appreciate any additional updates!

Oh let's hope if they don't tell me anything else by today tomorrow I'll file a complaint by following the link you provided me

Hi there.

First of all, I'd like to congratulate you on such a convenient sum won!

Situations like this always make me think whether it is cool to align withdrawals to VIP ranks. Of course it is an awesome perk and makes sense to use it as bite - uhm sorry, as a benefit. One thing is to increase the withdrawal limit, but is it really that cool to keep the others waiting longer because of the lower VIP status?

If it is okay with you, I would like to ask you a question. I might have missed this, but I would like to know how your rank went from 4 to 1. Trying to figure out your actual VIP level applicable to your current withdrawal. Sometimes I see casinos lower the rank and then proceed to withdrawals under the lower rank's conditions. I just want to know that this is not the same case.

Hello,

Thank you very much! However, as I said, it's going to be very difficult to withdraw this amount, with such a low limit of 500 a day / 7000 a month. The casino will now try its best to delay withdrawals, since I'm "in profit".

It doesn't make sense to me, when I had VIP4, I would send a message via WPP to my "personal VIP manager" and he would "expedite" the withdrawal and in minutes it would be in my account, while others wait weeks (which is what will happen to me now).

My rating has gone from 4 to 1 in just one week, because literally the withdrawals have already exceeded the deposits and so, as I'm in profit, the casino has put a "hold" on me so that I can keep the 60k for months in their account. That's right, because I'm withdrawing a lot of money that I've won, they've taken away all my privileges and limited me to the lowest rank.

Now I've had withdrawal requests unprocessed since the 27th, whereas when I had VIP it was practically immediate.

It doesn't let me open the complaint on blocks after I choose the part where you proceed with the complaint

Hi, I don't fully understand the issue, so I hope you don't mind a few questions:

Is there any kind of error - specific number, perhaps? Or does it seem more like the button "submit" is not working at all?

In any case, please try the standard methods, such as using a different browser entirely or giving it a try in incognito mode. A different device is another tip, yet it depends on the problem.

If nothing works at all, capture a video showing the problem and then send it to [email protected] ??

Thank you! I guess this is what I was being talked about.

Hopefully I'm not mistaken, but it now appears you dropped from VIP4 to VIP1 basically due to the win and associated withdrawals.

Now I'm just saying - who would deposit more after hitting a big win to maintain the current VIP level? In my opinion, withdrawals ought to be processed in accordance with the VIP status that was in effect at the time the initial withdrawal request was made. Was it VIP4 level in your situation?

Yes, that's exactly what happened. As the withdrawals already exceed the deposits, they take away the VIP privileges.

Nobody, that's the problem. People who win won't deposit and this casino scheme is really to "trap" people and try to force losses.

Yes, I was at level 4 and now I'm at the lowest possible level, 1. I have 2 withdrawal requests that I made while I was still at level 4, but I've been waiting for 4 working days and the terms and conditions say 3 days.

The point is that now it's always going to be like this, constant delays, no processing, I'm already predicting...

I'm just telling you that I've been waiting for 9 working days, but still nothing, when I contacted customer service they told me that they apologize for the delay and that they will do their best, but they're just words anyway

When I was VIP4, I raised 5,000 euros in 5 days. But now, as I'm making a loss, I've been waiting 4 days.

You have to be very patient, they do this on purpose to make you lose your winnings...

Have you filed a complaint?

Of course I presented it but nothing so far

Talking on their chat or being quiet is the same, they never solve anything and always reply with generic answers, if it's within 3 days they tell you to wait, if it's late they're having delays so be patient, it's safe...

In my case this is going to be a problem, because if they promise 7,000 euros a month and I have 59,000 on the website, I'm going to want them to pay the 7,000, but apparently it's going to be difficult, to make 1 withdrawal is going to be weeks...

Have any of you managed to withdraw? It's been 11 days now but nothing.

Good morning,

On 28/01/2025, still with VIP 4, I saw 2,000 processed (2 requests for 1,000). However, since that day I have never had any more processed and I currently have 2,200 in withdrawal requests, with the oldest one sent on 27/01/25.

I also have 70,000 euros in my real balance account and soon, if they don't start processing withdrawal requests, I'm going to file a complaint on the website, because if they promise 7,000 euros a month, I want 7,000 a month. It's not like it's going to take weeks and weeks just because I'm making a loss for the casino. It's that story, because I'm withdrawing more than I'm depositing, I've lost all the benefits of VIP 4 and gone back to the lowest level (1), but that doesn't give them the right to take weeks to process our withdrawal requests!

Just out of curiosity, in the period between your request and today, did you play in the casino?