Las Vegas USA, Vegas Casino Online, Slots Plus, Sun Palace, Lucky Hippo, Old Havana, High Country Casino Support and Complaints Thread

I am a little confused. Is it coming at the end of this week?

Hello:

I was very happy with Las Vegas USA Casino with my first payout, came in about 3-4 weeks. However, my second payout request, made July 2nd, for $1000 hasn't came in and it is now the 17th of August. I emailed the finance department the end of July and they said my payout was "approved", and I could expect it any day in the next couple weeks from then... They said they were experiencing delays and all.

It's been more than those couple weeks and the status in my cashier still says "requested".

My username is goldbaron357 at Las Vegas USA. I've made another inquiry to the finance department but no reply yet and the live chat shows they are offline, and I was referred to this thread to have someone look into the delay and when I can expect to be paid? I mean, we are coming up on 7 weeks, which is kind of making me nervous. I have one additional $1500 payout request made on August 1st, and am not yet worried about those yet (that split automatically into a $1K and a $500), but...  It is concerning how behind things are running.

I just don't want to fall through the cracks here... And as much as I want to gamble again, I feel I can't until these payouts come through.

I am just wanting to know the nature of the delays and when I can expect payment?

Sorry to hear that goldbaron357. Your message and username will be forwarded to the casino. We'll pass the info on as soon as we receive it. 

Still no change in withdrawal status. Still says requested as of 8/18

Glad to report that I have received my entire $10,000 withdrawal today by bank wire. Very surprised but very happy

No word yet on my $1K and $1.5K... , but I think my baldspot is growing bigger from my hair falling out from worrying and waiting! lol..

Glad to hear that. Awesome! Enjoy! 

No news yet from the casino, goldbaron357. We'll send them a reminder. 

Thanks Melissa, I appreciate all your help!

Its the weekend still, hopefully should hear from them tomorrow (Monday)

We have been told payment should arrive by Friday

I do hope so. I will wait and watch patiently til then and see if and what happens! Thanks :)

Please give us an update on Friday. Thanks for your patience.

IT IS IN PROGRESS!!! Two of my $1K withdraws!  They said they are only waiting to hear back from the payment processor now! :) So it just might hit my bank in the morning! Very happy! Will let you know!

I requested a payout in July of $2500. I was told by Jimmy on July 11 that my payout was approved and I could expect payment within 7- 10 days.

I inquired on July 27th and was informed by email that: a. payments were made in order of request; and b. that they had been experiencing delays with their processor and to expect something within 2 weeks.

I inquired again on Aug 10th. On August 16, they repeated the processor problem and that they would inform me when payment was made.

Have these guys really been in business since 1997 doing business like this with all four of their casinos?

I have relevant emails and screenshots.

I haven't posted the name I use for my account, but can give it to you privately.

Hi toyotariderguy,

Feel free to private message me your casino username. We can get in touch with the casino and ask when you can expect your money. 

The casino has been notified. We'll keep you updated. 

any update?

It was deposited! What a long wait, but thank you! I am certain without your help they may not have gotten to it so "soon" :)

Great to hear! Enjoy your winnings:)

@ toyotariderguy - the casino rep's informed us that he's still waiting for the info on the progress of your payout. We'll let you know as soon as we hear back from him. 

They paid after 7 weeks.   Yippee   

You finally got it. Glad to hear that. Thanks for sharing the info with us. 

I have a pending withdrawal at SunPalace Casino, when should I expect my payout. I've submitted documents and had the phone verification. I requested my withdrawal on the 7th.

Casino id is SPR02964832

Thanks buggars 

We're going to get in touch with the casino. Keep you updated. 

Okay MelissaN, I really thank you for responding so quickly, and jumping right to the matter. I don't understand why they're so slow paying, especially after everything is done by the players. Thanks

buggars  

Hi buggars,

Here's the update regarding your payouts:

The client did not supply all documentation and answer the phone verification until Sept 13 - that was just under a week ago. They will be paid on a first in/first out basis.

Please let us know when you receive the payment. 

I have a number blocker on my phone so it didn't come through the first time. When I discovered it, I went to live support and we did the verification that day. As for documents, I sent them in just as requested.

Then everything should be okay. Hope you'll get the money soon as they informed us. 

Keep us updated. 

Hi,

 I just chatted with finance at Main street and you would not beleive what they are doing. They rejected my withdrawals and froze my accounts because their new payment provider is not paying out to certain North American customers. Somehow I am on a blacklist (they would not say why), and they said they will not pay out to me in North America. They say they can pay out if I open an account in Europe, whcih is completely insane.

Note that they already paid out many withdrawals but have recently changed providers and suddenyl they are not paying.

It makes abaolsutely no sense what they are doing.

I have included the transcript below.
 
Finance IO
Fri, 09/22/17 08:27:27 am America/Los_Angeles
Hello. How may I help you?
sean mcauliffe
08:27:32 am
HI ,
Finance IO
08:27:39 am
Hi!  
sean mcauliffe
08:27:46 am
My accounts were frozen last night and my withdrawlsa wer edclined.   
Thisis v ery upsettingbecause itmakes no sense.
I have been receving withdrawals anddsuddenly the accounts were all frozen and now the withdrawals have been declined
08:28:18 am
I would really appreciate it if someone can tell me what is hapeenign there
Finance IO
08:28:43 am
May I please have your username and the name of the casino on which you have your account?
 sean mcauliffe
08:28:50 am
seanslot at slotsplus
I really need to speak with a manager, thx
08:29:00 am
Finance IO
08:32:07 am
One moment, please.
Thank you for holding!
08:35:18 am
Our primary payment processor has ceased making payments to individuals in North America. The processor cited the UIGEA as their main concern.
sean mcauliffe
08:36:40 am
When are you getting a new processor?
Whyt would that cause you to close my accounts?
Finance IO
08:37:36 am
I cannot confirm that. That is the information we have at the moment.
sean mcauliffe
08:37:52 am
You arr ging to payout the withdrawal, right?
Finance IO
08:38:16 am
In order for us to resume your payments you will need to open an account outside of North America, preferable in Europe.
sean mcauliffe
08:56:02 am
that is insane.
How the hell am I going to do that?
This makes no sense, you just changed payment providers and you expect people to suddenly open accounts in foreign coutnries? That is madness.
08:57:24 am
Finance IO
09:01:25 am
We truly apologize for the inconvenience.
sean mcauliffe
09:01:48 am
that is not inconvenience, it is compeltely crazy.
How could I possibly setup a new account and get the payments sent? I would change my address and then get it sent there to europe somehow? Is that actually what you are suggesting?
09:02:44 am
This decision will completely wreck your reputation, everyone with a withdrawal will be affected by this...
09:03:36 am
Finance IO
09:07:22 am
Only those player names black listed by the payments provider are affected. Again, we truly apologize for this inconvenience.
sean mcauliffe
09:07:47 am
Why was my name blacklisted -- this is unacceptable.
You have to knwo that this is equivalent to theft because I cannot open an account in europe.
09:08:19 am
It is completely your doing. All of this occurrred because you changed payment providers. YOu processed a lot of my withdrawals withotu a problem and then suddenly you stopped witht ht e new priovider.
09:09:12 am  
Finance IO
09:10:14 am
Sir, the information provided previously is the one I have an the one I have to provide. I am sorry. That's all the information I have at this moment.
sean mcauliffe
09:10:24 am
This make no sense. You are not paying me, and using the UIGEA as a reason, but that makes no sense. WHy would the UIGEA only apply to selected players?
Can I speak to a higher manager?> THis is a very bas decision on yoru part.
Finance IO
09:11:35 am
Our managers do not take chats directly but I can surely e-mail them and e-mail our supervisor (along with a copy of this chat session) and request him to contact you back.
sean mcauliffe
09:12:03 am
please do that as this is a terrible thing for your casino to do.
Finance IO
09:12:17 am
I will contact them right away.
Is there anything else I can do for you at this moment?
sean mcauliffe
09:12:50 am
My account as sun palace is still frozen. Why is that?
my account at sun palace is stil lfrozen.
09:13:03 am
Finance IO
09:13:28 am
What is your username at Sun Palace, please?
sean mcauliffe
09:13:54 am
seanvideopoker at sun palace
Would I have the same problem with withdrawals there as well?
09:14:14 am
If I opened an account in europe, how would I transfer the payments?
09:15:40 am
Finance IO
09:16:51 am
Yes, the same reason at your Sun Palace account.
sean mcauliffe
09:16:57 am
I cannot even chnagemy address because I cannot log on.
So even if I could set up a european address, how would I get that address attached to my account?
09:17:33 am
Finance IO
09:19:01 am
Sir, I will ask our supervisor to review your questions, as well.
As per I mentioned previously, the only information I have is the one that I have provided.
Duration: 52m 14s
Chat started on: https://secure.livec...icence/8811056/open_chat.cgi?groups=0
 

Hi Sean,

Its tough to be a US player! UIEGA does have everything to do with this. Because of the laws gambling transactions cannot take place from bank to bankand through e-wallets such as skrill or neteller, your account has been flagged by the bank as being 'gaming related' because you have received payment from other gaming related processors/banks. This is unfortunately the nature of playing in the USA.

What is the withdrawal amount?

Guys this casino has A HISTORY of SLOW PAY!!! Even before the UIEGA ruling. If you are not willing to wait months to be paid. I strongly suggest NOT playing here!!!! 

4500 total

Why did it start happening now?

So it was my bank account that started this madness?

I'm not sure -- they paid out many thousands of withdrawals and it was fine, then they switched providers and suddenly there is a problem.

Bank accounts can be fine one day and then the next its flagged for taking gaming related payments. Have you investigated bitcoin? This might be the only viable option for you. I suggest sitting down this weekend and researching this, one you have switched I think you will have a much smoother gaming experience.

I'm just getting the tail end of this, are you guys saying we US players aren't getting paid? 

Thanks

buggars

Too early to make such a big statment as all US players not being paid. I want to to be fair to the casino as it has only been one day. Although it was very disturbing that they told me I would not get paid as a north american player. They did tell me I was on a blacklist, but there was no reason given, so I can't be sure what that means.

I am hoping they will make this right as they have always paid, but this sounds pretty crazy. Espeicaly since I would have had all my money already paid out if they had not been so slow in their payouts. Short story is that they changed payment providers and that somehow triggered the non-payment with a claim of UIGEA. Or it perhaps it was a coincidence with my bank, it just isn't possible to know and they don't seem to have a lot of info which is pretty frustrating.

Will keep everyone posted here who is interested.

Good advice I have already taken -- bitcoin is awesome for gambling transactions. But the main street payouts were for as many as 5 monhts ago. Many got paid, but 4500 still not paid.

Aaah yes I see the mainstreet brands dont have Bitcoin as an option yet. We will chat to the rep and see how you can get your payment.

@Buggars - We did not say or anyway imply US players are not getting paid, there are always a few hiccups unfortunately. I would suggest getting clued up on bitcoin though.

Okay, my bad. I'll continue looking forward for my payment. Thanks again

PLEASE TELL me theres a REP here ...I  cashout sept 3 rd  getting the run around ,,player BARB711 @ VCO ...still waiting ,,was told it was approved and being sent to my bank sept 14 th its been over a week since they say the processor is processing it  as i withdrew w ACH...i understood it can take up to two weeks  but i feel like im getting  the run around ,, live chat tells me  they sent it but have to wait a few days to see if it was  accepted by my bank,,few days go by i go bk to live chat get told same thing ,,whats going on ??? please help ,,i deposited over 150  in  this casino  hoping it was a good casino ,,now im really thinkng this not right .Thanks in advance

Hi BARB711,

The casino is going to be notified. Keep you updated. 

So much thanks :)

Hi BARB711,

We got the update from the casino: Her payment was uploaded on Sept. 14th through our provider. There is a note on her ticket as of Sept 22 this wire was rejected for some reason. We are checking with the payment provider. Once they get back to us we will inform the client and ask for missed banking information.

So let's wait and see the feedback from the provider. 

I GAVE THEM ALL BANKING INFO ,,SAID MY BANK WILL NOT DO A WIRE  SO MUST SEND ME A CK BY MAIL WHICH  HAVE NO IDEA HOW LONG THAT WILL TAKE AND THEY ONLY WANT TO PAY 300 MINUS 45 FOR A RETURN WIRE FEE WHICH I HAD NO IDEA THAT WOULD HAPPEN ,,oop sorry forgot cap lock was on ....so i got cashback off deposits won 599 was told by live chat  when i asked if i made the playthru  she said yes and there was no max cashout ,,now being told 300 max cashout ...if they send me a check how and where would i even get it cashed in us?? this is nuts!!

Just wondering if you've gotten any update about my withdrawal? SPR02964832

Thanks buggars

The last info we got from them was that you didn't send all the required docs until 13 Sept so that was the reason for the delay. They promised it would be paid out soon. 

Hi BARB711,

You need to be more patient. They are waiting for the payment provider's feedback about your money. As soon as they hear back from them they'll let us all know. I'm sure they're going to find a way to pay you out. 

no hun sorry i messaged you saying the "bank " returned payment ,,so if they arent telling you the same thing something is really not correct .and they said they are charging me a 45 return wired fee ,,and  only giving me 300 max cashout even thou this was cash back from deposits  and live chat (support) said there was no max cashout and i was orginally told 599.00 was approved .i hope you understand what im saying  here .if any questions ,,please message me ,also email from them was 2 days ago saying it was returned ,,