Hello the casino has had my withdrawal pending for 5 months and has not paid me. I never had an issue with them in the past, but now they just don't pay

Dear Veveman86,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Do I understand correctly that your withdrawal is still pending inside your account without being processed or it has been processed but never reached you? Was your account successfully verified previously?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but almost half a year is a long time indeed.

However, 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,

Petronela

My account was all ready verified and I had been paid in the past within a reasonable time frame. I sincerely think that they just forgot or are ignoring it now. I just need help contacting them and sorting out whatever the issue might be

Hello I opened this complaint last week and I have not heard back. Is everything ok?

I apologize for the delayed response.

Thank you very much, Veveman86, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hi Veveman86,

I've just reviewed your case and am sorry to hear about your struggles with withdrawal. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear EddyVegas Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify if the player's withdrawal request is still being processed from your side?

I'm looking forward to hearing from you. If you have any supporting evidence, please feel free to send it to my email [email protected].

Kind regards,

Natalia

Hi Veveman86,

We're sorry that you have had this experience with us. We will escalate it immediately to the verification team.

Kindly let us know the email address you have used to register with EddyVegas and we will get back to you asap.

Thank you for the response, EddyVegas Casino. I'll set the timer for you for another 7 days, I hope you'll be able to look into the issue and share more details with the player regarding their withdrawal request status.

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 Veveman86,

Apologies for the delay in reply,

As we have checked, the last pending withdrawal was approved as per below.

2023-08-18 03:30:04    Withdrawal    Accepted            EUR    2,500.00

At this point there are no withdrawal pending for your account

However there is a balance in your account, if you wish to withdraw, kindly place a request from your account and we shall attend to it right away.

The withdrawal shows as accepted on the website but not processed. I never received this withdrawal.

I have a screenshot of all the transactions for this Bitcoin address and there has not been a transaction on it since the 20th of January. I would ask you to check with your cashier again and ask them to process it.

In the meantime I have requested a new withdrawal for 2499 and I am hoping we can sort this one out at the same time.

Dear EddyVegas Casino, can you please specify if the withdrawal request you mentioned in your message has already been processed from your side? If yes, can you please share the supporting evidence? Feel free to send any relevant screenshots to my email at [email protected]. Thank you.

Hi Veveman86,

We can now confirm that BOTH withdrawal transactions have been approved and the sum should be in your wallet.

We do apologise for the delay on the first withdrawal request. The issue was identified and resolved.

Do let us know if there is anything else.

I have received both withdrawals, I only have 1 that remains. I tried withdrawing today but it didn't work. I will try again tommorow

Dear Veveman86, let us know when you will be able to request the last withdrawal and when it will be processed. I'll set the timer for you for 7 days so far, but I hope the issue will be resolved sooner.

I have now requested the remaining balance

I will tell you once it's in

Thank you, Veveman86, I'll await updates from you.

last payment came in , thank you

Dear Veveman86,

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,

Natalia

www.kpvfaw.com