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

Plus I asked them to close my account because I have a gambling problem which they confirmed I done so on 27th February 2022 yet they continued to let me play? 
 

How do I take this further? 

Hello Lozzag1982,

If you're not satisfied with this decision, you can try to file a complaint with the casino licensor.

If you need further detailed advice, or more specific help and counselling regarding your gambling addiction, please contact one of the following independent help services: GamCare, BeGambleAware, or Safer Gambling.

Thanks for replying 

who is the casino licensor please? 

Hello Lozzag1982,

It's Costa Rica gambling jurisdiction. 

And how do I access their webpage as I can't find anything online?? 

I dont understand why the casino wont speak to me themselves or even the guy on here to explain there reason for no payout.

how can i have evidence i was getting money and how they can get away with just not paying me, due to them not following responible gambling rules, its disgusting

Hi Lozzag1982, 

We are sorry that you have to go through all this. We have done everything in our power to assist you with your complaint, there is not much more we can do to assist you, but only run in circles.. 

Please file your complaint to the Costa Rica Gambling Jurisdiction.

Yes i have gone down another route

the ‎costa rica gambling people never reply to me though.

thanks for all your help

What's the update on my new evidence? 

Hello Lozzag1982,

We've checked all the evidence that you've provided us with. After a careful review and consideration of your case, we have reached the conclusion that your complaint is unjustified. 

So they neglected to pay my initial check that was supposed to be mailed back in 2017 after submitting documents and requesting it. I forgot about it, logged in a couple days ago wondering if my balance was still there and it was....

So I pumped my balance up a bit playing slots and requested another cashout and bam!:

Dear xxxxxx xxxxx

Your withdrawal request in the amount of $740.08 has been declined and debited from your account balance due to the following:

1 T&C 4- The casino reserves the right to close any account in which there is no activity within 180 days. Not placing a bet, not making a deposit or withdrawal, or not accessing the account, within this period, are considered examples, but not exclusively, of account inactivity and consequently, any balance is forfeited.

https://www.sunpalacecasino.eu/general-rules-regulations.php

Best Regards,

Alx

Withdraw Sun Palace Casino

I honestly would be more partial to this harsh outcome if SunPalace didnt neglect to send my check in the first place! 

Hello Tango Paws,

According to their Terms and Conditions, they can forfeit any balance if the account is not active for 180 days. However, please send me your casino username to private message inbox and we'll contact the Casino Representative.

Hello Tango Paws

Here's what the Casino Representative says:

"The player had winnings from free chip back in 2017, and had his account inactive for 180 days. Due to this reason, we are not going to pay any winning to this player."

Hi, my name is Jamie Tripp. I recently won in the monthly tournament on lasvegasusa.eu under the username Jmoney911. I have played in this several times and have even won before.

 The first time I won something my kyc was verified and i received the payout within a week. This time, however, I have tried and tried to get a straight answer from the casino via contacting their support and withdrawal  email links. The only answer that i have received, when i actually get a response is that it will be a few days. 

The status of requested has remained unchanged and hasn't been updated at all since June1st at 5:06am. Will you please help me?
 

Hi Jamie Tripp,

Can you please advise whether you received your payment?

If not, please PM me and send us the casino username so that we could assist you further and contact the casino representative? 

Hi Jamie Tripp,

Can you please send us your casino username in a private message so that we could check with the casino representative about what has happened?

this casino high country is a joke i won 25$ on a tournament i entered through lcb and i played with my 25 and won 8009 no playthrough on the money which they said they dont have playthrough on the tourney money then went back to check on my withdrawal only to find that they canceled my payout for no reason because i did not have any playthrough or rules with my money it was not a bonus so i was free to bet whatever i pleased and won fair and square  so that being said i did go through you to this casino and it really looks bad to continue with a p[lace like this on your site unless they are blacklisted sincerely and hopeing for honest help here 

here is the printout of my attempted withdrawal

Hi Jamessims171,

Can you tell us please what tournament have you played?

Hi Jamessims171,

Can you provide us with the information about the tournament you have played, so that we be able to help you?

We will be closing this complaint due to the submitter's inactivity. 

It was high country and it was october i won 25.00 and i asked them before i started playing what the play through was and they said tournament money winnings do not have a play through but you have to have 150.00 to withdraw so i played and ended up with 800.00 so i anitiated the withdrawal and thought everything went well and then i decided to go back and check when i did i saw they turned down my withdrawal and took my money as well and told me some story about me betting too much and i continued to tell them that i was playing with tournament money and it has no play through and all they said was that i broke rules on the play through but i didnt have one and the last he said to me was it doesnt matter what you say its not going to change anything or make difference you are wasting your time and i wish i could remember his name.

Hello Jamessims171,

Could you please send us your Casino Username via private message so we can get in touch with Casino Representative in order to help you?

Hello Jamessims171,

Please send us your casino username via private message .

Thank you

Hello Jamessims171,

We need your credentials to be able to help you. Please send us via private message .

Hello Jamessims171,

We will be closing this complaint due to inactivity of submitter.

Stole my money!!
This casino is a SCAM!!
Deposited $50 with a massive payout bonus...
Won $500, requested withdrawal...
12 days max for payout...
Been over 12 days and they adjusted my withdrawal from $500 to $100 with no explanation at all. Customer support sucks and doesn't have answers at all just play stupid.

Never again will I play again

Hello angcast2013,

Sorry to hear that you are encountering this kind of issue. 

Could you please tell us which Casino is in question?

May we ask has your account been verified?

Thank you for cooperation.

Hello angcast2013,

Do you have any updates on this matter?

We are waiting for your response to be able to help you.

Thank you.

Hello angcast2013,

We will be closing this complaint due to inactivity of submitter.

Hello mizzkitty727,

Please send us your casino username via private message and we'll contact the casino representative to check your account. 

Hello mizzkitty727,

The casino representative has responded, confirming that your payout will be processed by this weekend. 

Please inform us if everything has been sorted out or if you require any further assistance.

I finally received my bitcoin withdrawal on Friday, Nov. 24th. Thank you so much for getting involved and helping me get my funds. They weren't responding to my repeated emails at all for weeks.

Hello mizzkitty727,

You're welcome. Glad we could help! We will close this complaint and mark it as Resolved.

I won $25 in a tournament at High Country and have a balance of about $100 and was thinking about withdrawing it. I will need to make a deposit and am wondering if this  casino is reliable. I don't want to throw good money away. Any replies would be appreciated.

Thank You,

Teramanujuan 

Hello Teramanujuan,

Please be free to read our review of that casino here. Hope this helps! 

Good afternoon I have problems with this casino I registered through your forum and received a registration bonus after successfully completing the wagering requirements I bet $150 for withdrawal I waited for the withdrawal for more than 9 days and I received a letter that my withdrawal was canceled and I need to bet another $2800 because my country needs double wager I played back the double wager and again bet money for withdrawal I wrote them several emails but they never responded in 14 days,  now they will cancel the withdrawal again in a week and write that they need documents for verification although I asked them this question which they didn't answer they will withdraw money like this for a year although the rules say 24-48 hours.Why is there such a high rating for a casino that doesn’t follow its own rules?

user name casino pik*****   mail zverobou77@ma****

Hello kitera99,

First of all welcome to LCB! Glad to have you here. 

Thanks for sharing your casino credentials with us!

We will reach out to casino representative to inquire about your case asap.

Keep you posted.

Hello kitera99,

We have reached out to the casino about your case.

Keep you posted.

canceling the withdrawal again,they sent a letter 

Dear Aliaksandr Chaiko,

We want to let you know that your withdrawal request has been declined because you did not accomplish the wagering requirements of the promotion you were given.

All Bonuses and Promotions require double wagering play through prior to cashing out or processing any withdrawal request. Any winnings that do not comply with the required doubled playthrough for any given bonus, will be void"

You are short in wagers $15.55
Required Wagers: $5,600.00
Performed Wagers: $5,584.45

Additionally, we invite you to review the terms and conditions of playing with free promotions.

https://www.oldhavanacasino.eu/terms-conditions.php

25- Players from Europe, Asia and Australia: All Bonuses and Promotions require double wagering play through prior to cashing out or processing any withdrawal request. Any winnings that do not comply with the required doubled playthrough for any given bonus, will be void.

Please note that the required amount of wagers must be reached in valid games only, according to our T&C. Any winnings produced with invalid games when using free bonuses will be considered void.

Best Regards,

Alx

Withdraw Old Havana Casino

I just won back $15.50 and again put money on withdrawal ,Should I wait 14 days again now? contact a casino representative let him speed up the process

Hello kitera99,

Thanks for the update.

We will mark this complaint as Resolved.

Okay, we will notify them.

Keep you posted.

I contacted the chat to find out How long do I have to win back the wager?(I provide a screenshot) They didn’t inform me and they wrote to put money for withdrawal .after seven days they canceled the withdrawal of money.why immediately after my appeal they didn’t answer that they still need to win back $15.50 and they themselves waited 7 days to then cancel the withdrawal of money.Now I'm waiting for my money to be withdrawn again, this is some kind of horror how much longer to wait? I haven't received a single letter from the casino Why doesn't the representative personally respond on the forum?

Hello kitera99,

We have updated them again.

Keep you posted.

did you receive a response from the casino representative?

they also did not request documents for verification Probably waiting 9 days again to cancel the withdrawal again and then request documents for verification and again wait 9 days At this rate I will be withdrawing money for a year

Hello,

Yes, we have just seen the email. The casino responded with good news.

"We will process his withdrawal early next week." 

Please update us when you receive your winnings so we can mark this complaint properly.

And can we kindly ask that you send us information about the winning amount (how much money you have withdrawn) via private message when you receive your funds? We collect these data to create yearly complaint-related statistics. Thank you!

If you run into any problems, we're here to help in the meantime.

I hope the casino keeps its word,As soon as the money is withdrawn I will write to you in a personal message

that's horrible they canceled my withdrawal of $150 and left $100 on balance and wrote that you need to make a deposit of $25 and win it back 5 times

and now I'll start ,I had $600 on my balance after wagering the casino system adjusted my balance to $150 ,I bet $150 for withdrawal,I emphasize again, your system adjusted my balance to $150 your minimum withdrawal is $150, which means your system adjusted my balance correctly

it's written in your rules  The minimum amount of the withdrawal starts with $150; following up on that, the player will be required to place a deposit, equal to the difference between min withdrawal amount and max cashout won from the No Deposit Bonus (unless otherwise stated). The amount of the placed deposit shall be additionally subject to bets in the face amount of the deposit done prior to requesting for the cashout.

if your system adjusted my balance to $100 then I would need to make a deposit of $50 to withdraw money.Dear casino representative, immediately return my balance of $150 and also withdraw money immediately

Dear representative, I will not make a deposit since your system has adjusted my balance to the minimum withdrawal amount

after canceling the withdrawal I contacted the chat where they wrote to me that I need to win back $15.50 and I can withdraw money again about the documents and the deposit they wrote are not needed also a representative of the casino on the forum wrote that they would withdraw my money and now they've canceled everything,please invite a representative again to solve the problem

Hello kitera99,

We have reached out to the casino again.

Keep you posted.