Back on the 6th Feburary I was over the moon to have won over £4000 with Dr Vegas Casino. I withdrew £3500 and couldn't wait to receive my winnings. I checked the website which informed me the money would be in my bank within 3-5 working days. I contacted the casino a couple of times in this period to check all was ok and to enquire when my withdrawal would be processed. I was told up to 5 working days each time. On the 6th working day I contacted Dr Vegas to find out why my withdrawal was still showing as "wait authorisation" I was then told that a letter had been sent to my home address that morning with a verification code, once received I should get in contact with Dr Vegas, confirm the code and my withdrawal would be processed.
3 days later and my letter still hadnt arrived. I made contact again and was told that a new letter would be sent, I checked they had the correct address etc. The following day I contacted Anita at Dr Vegas again to confirm the 2nd letter had been sent. I was then informed that I had to wait 10 days from the date the 1st letter was sent before they would issue a new one?!!! Anyway I duly waited the 10 days and asked them to send the new letter via recorded delivery and let me have a tracking number. On the 10th day I contacted Anita again and asked for the tracking number, apparently the receptionist at Dr Vegas had in fact sent my letter via recorded delivery but didn't make a note of the tracking number! I gave them the benefit of doubt and the very next day my letter arrived (by standard post and not recorded delivery). On Thursday 23rd Feb (the day the letter arrived) I emailed Anita with the verification code, she swiftly replied telling me that she will pass this onto the payments team and my withdrawal will now be processed finally.....no such luck! I contacted Anita on Friday 24th Feb to ask her to confirm when my withdrawal will be processed as it was still showing as "wait authorisation" I was told via email (I have evidence) that it would be processed Saturday 25th Feb at around 10.30am. Needless to say this didn't happen and my withdrawal is still waiting.
I feel I have been more than patient with Dr Vegas, no doubt some of their players do give up with chasing them for money after their complete joke of policies & customer service. I will not give up, £3500 is a lot of money to me and I'm determined to receive it. Any help you can provide would be greatly appreciated. I have all corrospondance on email and screen shots of live chat conversations also.
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