Hello,

I am having trouble withdrawing my winnings of 46,000 kronor from my account at MrVargas Casino. I have completed and verified everything that was requested of me, and customer service has repeatedly informed me that the withdrawal should work.

Despite this, every time I try to make a withdrawal, I receive the message "withdrawal not approved." I've tried eight times now, and each time I've gotten the same result.

When I contact customer service, I am only told that my account is under internal review and that I will be informed when there is an update. This has been repeated several times without any real solution being offered. On one occasion, I was told that I could try to withdraw the money again, but when I did, I received the same error message.

I find this situation unacceptable and request a clear explanation and an immediate solution. If the issue is not resolved promptly, I will consider escalating the matter further.

Please respond with a solution as soon as possible.

Dear muyopck,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Mr. Vegas Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise how long were you a player of the casino and when exactly your account was restricted? 
• How did you learn about your account being blocked? 
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) 
• Did you achieve your current balance with the help of a bonus? 
• Could you please share with me your communication with the casino when trying to resolve the issue? Send emails or chat transcripts to my email at [email protected], or post screenshots here

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,

Tomas

Hi Thomas,

Thank you for your response. I appreciate you taking the time to look into my case.

To answer your questions:

I have been a player at the casino for about a month.

My account is not blocked from playing, but I cannot make withdrawals.

I won my 46,000 kronor by playing Gates of Olympus and Lightning Roulette.

I achieved this balance without using any bonus from the casino website.

When I contact customer service, I only get vague responses that their team is "undergoing an internal review" of my account.

What I'm wondering is why this review suddenly started right after I won the max win? I've previously been able to withdraw money without any problems, but now that I have a bigger win, there's suddenly a "review" that drags on and on and leads to me being denied withdrawals time and time again.

It feels very suspicious, and I'm starting to wonder if the casino even has any intention of paying out my money. I expect a concrete answer to what's going on and a solution immediately.

I can send screenshots and conversations with customer service if needed.

Looking forward to your response.

please answer now

Thanks for your patience and provided information.

Has the internal investigation of your player's account concluded?

Has there been any adverse development regarding your account or winnings since your last post?

Please let me know.

Hello again,

Now they don't answer customer service at all and I still haven't received my money or any email. I'm so disappointed now and seriously think they won't pay out my winnings?? I've set a limit like they said but they didn't help at all!

my dear

Thank you very much, muyopck, for providing the necessary information. I will now transfer your complaint to my colleague Stefan ([email protected]) 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.  

Hello muyopck,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Mr. Vegas Casino representative to join this conversation and participate in resolving this complaint.

Dear Mr. Vegas Casino,

Could you please state why the player's withdrawal has not yet been paid out and when she can expect the payment?

Thank you in advance for providing the information.

Hello again,

Now they have deactivated my account so I can't log in at all ?? what is their problem?

my dear

Hi there,

There is a standard review going on with the account.

The customer has been informed of this. The most recently, yesterday.

As soon as the review has been successfully completed, we can proceed with further processes.

Kind regards,

Team Mr Vegas

Dear Mr.Vegas,

Thank you for your response and the information provided.

Could you let us know how long this process may take?

I'll be awaiting your reply.

Hello there,

I hope you're doing well.

Unfortunately, we cannot confirm the timeframe of an account review. This depends on a number of factors, and these are worked on a queue based system.

Providing a timeframe would be inaccurate information, which can only cause further frustration both on the player's side, and our side.

We will make sure to contact the player as soon as the review is done, as well as update this thread.

Hope this helps.

Kind Regards,

Team Mr Vegas

Dear Mr.Vegas Casino,

Thank you for your response.

Could you let us know once the account review is done?

I'll be awaiting your reply.

Hi, it's been two weeks since the account was deactivated and it's still locked with my money inside?? I'm getting pretty sad and disappointed now, I think they completely screwed 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.

Hi there,

I hope you are well.

The account review is still ongoing, however please note that a number of withdrawals totalling up to 34,110 SEK amount were paid on the 18th of February of 2025, which are the withdrawals that were pending.

Besides we will continue on our security check.

We hope this helps.

Kind regards,

Team Mr Vegas

Yes, but you had said that I should make small withdrawals at a time and I didn't dare make a big one because you wouldn't approve the withdrawal?? but you still blocked the account

Hello muyopck,

Did you receive all of the disputed funds? Is there any balance left in your casino account?

I'll be awaiting your reply.

There are 13400 SEK left,

so quite a lot anyway

Dear Mr. Vegas Casino,

Could you state when will be the player allowed to withdraw the rest of the funds?

I'll be awaiting your reply.

I think it's over now ?? will never use mrvegas again and will always complain and warn others when they think about using it. There my 13500kr smoked on them. I hate them from the bottom of my heart. If I had known that they were scamming like that I would have withdrawn everything which I was going to do but the same day they blocked the account

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.

Hello muyopck,

Do I understand the situation correctly that the remaining 13400 SEK were confiscated by the casino? Did they give you any reason why they confiscated the funds?

I'll be awaiting your reply.

Hi, yes there is 13400kr remaining and no they haven't said why they blocked the account

Dear Mr. Vegas Casino,

Could you provide us with the reason why the player's account was blocked and his funds confiscated?

I'll be awaiting your reply.

Hi Stefan,

There is yet not conclusion the review being performed. Once there is the customer will be informed.

Best regards,

Team Mr Vegas

Dear Mr.Vegas Casino,

Could you please state how long the player's account review will take?

I'll be awaiting your reply.

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.

Hi Stefan,

Apologies for the delay in our response.

The account is still under review. We are unable to provide a timeframe, but we've followed up with the relevant team and they will attempt to expedite this process to the best of their abilities.

Hoping this case can be resolved very soon.

Kind regards,

Team Mr Vegas

Dear Mr.Vegas Casino,

Could you provide us with the reason why the review of an account is taking so long?

I'll be awaiting your reply.

They are so strange now they have asked me to send in my phone contract and others, which prove that I own the number.

Hi there,

We have been in contact with the player from our side.

We have last emailed her today explaining we tried reaching her via phone. This is required for our security check to progress; however, the player has disabled the ability to receive our phone calls.

Due to the sensitivity of this matter, we do not see fit further disclosure in a public forum and we will continue the case trough our personal support systems with the player.

Best regards,

Team Mr Vegas

Hello Casino Guru,

They haven't helped me at all. They just said they couldn't reach me by phone and that they should write to me by email instead, which they don't.

Dear Mr. Vegas Casino,

Could you please state whether you managed to make a successful phone call with the player already?

I'll be awaiting your reply.

They haven't, they asked me to verify my old number which I have now done, with invoices and name, surname, social security number but they still don't want to give me my money.

This has been going on for too long now?? just give me my money please! It's been four months now and they really don't want to pay out the amount.

Now that it's so difficult in today's economy they don't want to give me my money. I've completely stopped playing casino and everything but they still don't want to give me the money.

I'm disappointed as hell ??

Hello there!

We currently have no updates, but we are actively in touch with the team.

Once all necessary information has been gathered, our priority will be to contact the player privately

Kind Regards,

Team Mr. Vegas

Hey, it's been 5 months and still no winnings. You didn't solve anything at all and I don't recommend anyone to drive with Vegas, I've now filed a case with the police.

Dear Mr. Vegas Casino,

Could you update us on the status of the review?

I'll be awaiting your reply.

Hey there,

We have finalised the security check our end. The player has failed our verification process, and we have informed him via email of the conclusion. Due to the sensitivity of this matter we will not be sharing any more information about this case.

Best regards,

Team Mr.Vegas

Hello muyopck,

We are trying to help you here, so I would like to warn you that if you continue with such behaviour the complaint will have to be rejected.

Dear Mr. Vegas Casino,

Could you please inform us why the player hasn't passed the verification? We need to investigate this from our side too and we do not have any information from your previous messages. You can share this information here or via email to [email protected].

I'll be awaiting your reply.

Hey Stefan,

We appreciate the service you are providing of moderation between customers and our side, however, in this particular case due to the level of sensitivity involved, we will not be sharing any more information about this case.

Best regards,

Team Mr.Vegas

Dear Mr. Vegas Casino,

Thank you for your response.

I am afraid that failing to provide us with the information, the complaint will have to be closed as unresolved which will lead to a lowering of your safety index on our website.

Would you like to reconsider your position or should I close the complaint?

Thank you very much for your understanding.

I'll be awaiting your reply.

Can they write to me privately because I have contacted them several times and they don't respond at all

Hi Stefan,

Thanks for explaining the consequences, we have carefully reviewed these and I can confirm you can go ahead closing this complaint off.

The player has been provided with the relevant information from our side and we will not be engaging further.

Thanks

Team Mr Vegas

Dear muyopck,

Unfortunately, the casino failed to provide us with the requested evidence. Therefore, we cannot continue resolving this complaint, and we are forced to close the case as ‘unresolved’, which will influence the casino’s rating in a negative way.

There is one more option on how you can try to resolve your issue - Despite the regulator's commitment to providing a safer gambling environment, The SGA does not mediate any disputes between players and licensees. Instead, players are directed to the General Complaints Board (ARN), although the disputed amount must be more than SEK 1,000. You should only contact the SGA directly if you believe that an operator is in direct breach of current regulations.

If there is a complaint regarding terms and conditions which are believed to be unfair, or perhaps regarding a company's marketing strategies, it is also possible to contact the Swedish Consumer Agency.

Please let me know once and how they responded ([email protected]).

I wish I could be of more help, and I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime.

Best regards,

Stefan, www.kpvfaw.com