I won €15,000 at the casino, I have deposited €2,000 euros. I made a withdrawal of €7,000, which is their monthly limit on 21/01/2023, the withdrawal is still open and I am told to wait for an approval email, but this has been going on for several weeks already.

Voitin kasinolla 15 000€, olen tallettanut 2000€ euroa. Tein 7000€ noston, joka on heid?n kuukausirajansa 21.1.2023, Nosto on edelleen avoinna ja minun k?sket??n odottaa hyv?ksymiss?hk?postia, mutta t?m? on kest?nyt jo useamman viikon ajan.

Dear kalaman89,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that your payment is still pending inside the account without being processed? Could you please specify how many days ago was your withdrawal requested?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account, especially if it’s your first withdrawal. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

I made a withdrawal on January 21, 2023. I have completed KYC verification. Now my withdrawal was denied and I asked about it in live chat. I didn't get any reason for this cancellation, but the payment department is reportedly looking into the matter and I will be contacted by email when the withdrawal has been paid to me. I am waiting for the situation to be resolved, but I have already been promised the same thing before, but nothing has happened.

Tein noston 21.1.2023. Olen suorittanut KYC-vahvistuksen. Nyt nostoni oltiin ev?tty ja kysyin asiasta livechatissa. Mit??n syyt? en t?lle perumiselle saanut, mutta maksuosasto kuulemma selvitt?? asiaa ja minuun ollaan yhteydess? s?hk?postilla, kun nosto on maksettu minulle. Odotan tilanteen ratkeamista, mutta minulle on jo aiemmin luvattu sama asia, mutta mit??n ei ole tapahtunut.

Thank you very much, kalaman89, for providing all the necessary information. I will now transfer your complaint to my colleague Veronika ([email protected]) 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.  

Dear kalaman89,

I will be taking care of your complaint from now on. I've just reviewed your case and fully understand your concerns about getting the payout. I'll try my best to help you resolve the issue by contacting the casino.

I’d like to invite a representative of Vegasland Casino to join the conversation and participate in the investigation of the case. Could you please provide more information about why is the player’s withdrawal being processed for so long?

Dear kalaman89

I am sorry to read that your experience has not been up to your expectations.

I understand that our team has contacted you regarding the withdraw and the issue has been solved.

I am looking forward to your confirmation and to continue our relationship.

Best regards.

Dear Vegasland Casino representative, thank you for the update.

Dear kalaman89, can you please confirm that you received your winnings?

I received my winnings.

Sain vastaanotettua voittoni.

Dear kalaman89,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Veronika

www.kpvfaw.com