RESOLVED: Juicy Vegas Casino complaint

Good afternoon ,I have problems with this casino they refuse to pay me money.I'll start from the beginning I registered at the casino via the forum link and got $ 60 no deposit bonus after wagering my balance with $ 1800 became $ 100 I turned to chat find out how can I withdraw money the operator wrote can be withdrawn to a bank card but you need to make a minimum deposit I wrote that I do not have a bank card I use only electronic wallets,then the operator wrote so that I make a withdrawal of money Bank transaction and i don't need make a minimum deposit I did just as the operator wrote me.Now the casino refuses to withdraw money writes you need to make a minimum deposit to withdraw money although the operator wrote to me if you withdraw money by bank transfer no deposit needed.I want the casino to withdraw money immediately

user name casino gydvin88

mail [email protected]

thank you in advance for help

Dear forum, 48 hours have passed,  casino did not approve the withdrawal of money n the chat they write excuses(sorry we are working on your question)please add this casino to the black list.CASINO DOES NOT PAY TO PLAYERS

Hello narki11,

We've sent an email to the Casino Representative regarding your withdrawal issue. Please keep an eye on this thread for the updates.

Hope issue will be solved

Hello narki11,

The Casino Representative says that the withdrawal is being paid today. Once processed, it will take 3 -5 working days to be in your account. Please let us know when/ if you receive it.

dear Sydney they did not even approve the withdrawal of money representative is lying,ask him why still have not approved the withdrawal of money

Hello narki11,

We've asked the Casino Representative to check this again. Please keep an eye on this thread for the updates.

Hello narki11,

We've received a confirmation from the casino that your withdrawal has been processed. We've also received the evidence from the casino showing that your withdrawal has been processed and I've sent it to your private message inbox. 

Hello narki11,

The Casino Representative says that your withdrawal was paid on Tuesday, 5th May. Please note that it takes 3-5 working days for the funds to reflect in your account.

Please let us know when you receive your payment, so we can close this case.

Good afternoon respected forum,as I wrote in my complaint casino agreed to withdraw money to my husband's account since I do not have a bank account(provide proof screenshots)casino knowing that I transfer money to my husband’s account they introduced when transferring money they provided my details not my husband ,now my bank does not credit me recipient's first and last name does not match.the casino knew that I would withdraw to my husband’s account and created this problem now they don’t want to solve the problem they want not to pay money I provide all correspondence

this casino now refuses to pay money,the bank offered them a solution to the problem they refused this casino has problems.he manager assured you that the money was paid but in fact they didn’t even process them if I would not write to you money would still be on hold

the casino knew that I was withdrawing money for my husband and specifically entered my details so i have problems since I wrote a complaint to the forum

Hello narki11,

We've received a reply from the Casino Representative regarding your withdrawal issue.

This is what they say:

"The player withdrew her payment to her husband's bank account, now they (her husband's bank) won't release the funds as the name on the transfer (hers) does not match the account (his). Our Finance team are recalling the funds and then will issue it to her via bitcoin. We won't pay the Bitcoin till we get the funds recalled to our account. We do not know how long this will take.

It is against our policy to issue a payment to an account that is not the casino account holder.

The player demanded this be done in 24 hours (yesterday), which is impossible, we will not break our processes and procedures, this must follow its normal process and course. We will keep her updated as and when info is available."

half prada half false,start over I wrote to the operator hat I don’t have a bank card or bank account e operator answered me that I can withdraw money to my husband’s account the casino had more than 48 hours they knew that I was transferring money to my husband’s account but still but still and now they want to look right.(here is the correspondence operator)here is the correspondence operator that the withdrawal of money will be on my husband

ask a question when will I see my money and let the representative answer here

Hello narki11,

We've sent an email to the casino to check when you will receive your payment. Keep you posted.

my bank sent them a letter they refused to answer their letter they drag out time.FOR PLAYERS, CASINO DOES NOT PAY MONEY share this information with your friends

Dear narki11,

Thank you for your correspondence.

We would like to provide you with a recap of the issue experienced.

You had generated winnings with a free bonus whereby the max cashout is $100. A first verification deposit is required to process a withdrawal but in this instance, this was waived for you.

The banking details of your husband was provided by yourself to which we released the funds.

However, you encountered issues with your husband's bank to retrieve the funds. But we are here to assist you and we have requested a call back on the funds which we are awaiting to receive. Once we receive the funds back, we will reprocess to your bitcoin address provided.

Currently, the most recent update is that we are still awaiting to receive the funds back so that we can reprocess it to you. However, we are unable to confirm an exact timeframe as this is not something that we can control as banking rules and regulations must be abided by.

Please be assured that we are closely following this matter and will keep you posted.

Kind regards

Steven Taylor

Juicy Vegas - VIP Manager

good afternoon,my bank sent the money back on Monday morning, he also sent you a refund confirmation via swift channel,why when i ask in chat they cannot confirm did they receive confirmation from the bank or not,they only write Today we will send you an answer in the mail and as always, I don’t get anything.

1 Can you confirm that you have received a refund confirmation from my bank?

2 Can you confirm that the refund was made?

Ask the casino representative to answer the questions.

Thanks in advance

Hello narki11,

We've sent him an email this morning to reply to your questions. Please keep an eye on this thread for the updates,

doesn't answer weird,send it please a letter to him again.

Thanks in advance Sydney
 

Hello narki11,

We've sent them another reminder email. 

Thank you so much Sydney

I contacted my bank my bank wrote that they received a confirmation that another bank received money.

but what do we see as the casino representative assured as soon as the money comes back they will immediately process my withdrawal of money for bitcoin,in practice this did not happen casino does not want to pay money in every way inventing new and new excuses

Dear forum the casino is not going to pay me a win as they promised operators constantly write the same thing we are waiting for a response from the finance department how much they will wait for him is not known.I repeat My bank received confirmation that the money was returned but the casino writes that they haven’t received anything they lie and lie.I ask a reputable forum bring in Juicy Vegas casino  blacklisted on your forum

thank you for helping me with my question all the best to you

Hello narki11,

They've promised that they would resolve this as soon as possible and keep us updated in this thread. Also, the Casino Representative stated that they are still awaiting to receive the funds back so that they can reprocess it to you. 

Let's give them a couple more days to resolve this issue.

Dear Sydney Now I will explain everything to you and you will understand

on monday morning my bank sent back the money,my bank manager contacted me and said that they sent the money back and now they wait until confirmation of receiving money from another bank (banks exchange letters between themselves via swift channel)

this afternoon my bank manager contacted me and said that they received confirmation of receipt of money from another bank the money was returned back to the sender’s account

the representative writes that they are waiting for a refund but it's a lie, money went back to nick back today and this confirms my bank I don’t understand why the representative is lying.

I am very grateful for your help Sydney

wait until tomorrow if there is no money,  my request remains bring in casino blacklisted

Thanks again for your help

Dear forum ask a representative to answer my question

1 Today they will transfer money to my bitcoin

2why do your employees write to me that I made a deposit to your casino from another account this is your joke

Hello narki11,

We've sent them a reminder email yesterday and another one today. They've replied to us that the Casino Representative will post his reply in this thread.

Hello Narki11 and Sydney,

Narki11 complains on this forum that she does not have information she should  be fair and take the time to mention that she is updated on a regular basis, if not daily on some days, via our Support Desk.  She is upset that the information that we provide does not change, that is because there is a process and new information is not forthcoming daily, but can take a few days apart to come through. 

There has been no new information on our request retrieve these funds from her husband’s bank. Our Processor needs to reconcile their accounts to determine if we did indeed receive the refund back from Narki11 husband’s bank. She says the bank did this on Tuesday; however no documents or confirmation of this has been sent to us as proof. She herself says in the post above banks pass letters between themselves; we have requested this from her but have not received the proof as yet, if she gets this to us, it would speed up this process. In the absence of proof from her bank, this just means our Processor will need a few extra days to confirm receipt of the funds (to reconcile their accounts) and re-issue these funds to her Bitcoin account as requested. We are still 100% committed to resolving this. At the start of this, she was advised it could take up to 2 weeks. This time frame has not passed yet, therefore I do not understand why she is angry in how his has been handled. We have been professional, courteous and respectful to her always.

Narki11, your derogatory remarks that we are liars and should be blacklisted are very disappointing. We as a casino did absolutely nothing wrong. You won on a free bonus with no deposit ever made with us, we still paid the $100, therefore held up our end in a fair manner. You gave us your husband’s bank account number, your husband’s bank caused the problem as the name of the transfer (your name) did not match your husband’s account (his name) and the bank did not release the money and now the casino is the villain? This makes absolutely no sense at all when we did nothing wrong. We have gone above and beyond for you; it would be appreciated if derogatory remarks like this are not thrown around.

Regards

Steven

 Jucy Vegas

good afternoon StevenT Thanks for answering I apologize if I offended you with something but it doesn’t change the essence of the problem there is still no money I can believe in a delay in one day but waiting two weeks is already too much.you can send a letter to my bank and find out from them all refund details(or it’s a problem for you to contact my bank and find out all the nuances of a refund) they will confirm to you that they sent the money on Monday and on Tuesday they received confirmation from the correspondent bank that he got the money and sent them further down the chain.I don’t understand why you cannot process my withdrawal of money now on my bitcoin and you can wait for a refund and we would close this topic but no you rested your horn against a wall and stand your ground withdraw money to Bitcoin and close this topic

Waiting for your decision StevenT

Respectfully Alesia

Hi Alesia/ Narki11

I trust you are well.

My finance team have followed up with our processor. I understand your frustration (and share this with you), as we do not want this to take any longer either. 

Our processor will update us in the next 24 hours with feedback. I will ensure we call and email you the details so we can decide the way forward.

Kind regards

Steven

Q.E.D.I don’t understand this is some kind of problem ask your financial team money came or not and for this you need 24 hours why not a month you pull the time yourself.

I'm sure you write tomorrow that there is no money yet and you have to wait another 24 hours then again 24 hours and another 24 hours.let's contact in a month respected representative probably a month is enough for you

horrorssssssssssssssssssssssss

Dear forum casino will not pay money my bank returned the money back to them and they say that they didn’t get anything now provide proof of translation the bank does not give written confirmation since the recipient's first and last name does not match

casino just misappropriated money for itself we can say that they stole them

close the complaint as not resolved and pass it on to the representative

Thanks to everyone who helped

Hi Narki11

As explained, our processor has done a reconciliation and have not received this money as returned to their bank account as yet. If you husbands bank can provide any documentation that this was returned to us, we can resolve this matter immediately for you.

You mentioned in earlier post that banks exchange letters for these transactions and that this was done a week ago, per your statement, please provide a copy of these letters to us, we have been asking for this for 5 days and have yet to receive this. We can provide proof that we sent the money to your husband’s bank account. However they cannot provide proof they sent the funds back to our processor?

We are not able to make a new payment until the funds are received by our processor or proof (in the form of letter or document) that the funds were returned are provided. We will issue a new payment to you, the moment one of these happen, we are committed to that. This is not being unfair at all, on the contrary it the fairest way to ensure transparency and a final resolution with regards to this matter. 

Kind regards

Steven Taylor

Juicy Vegas

I just contacted the bank they will not give me written confirmation since they cannot set my husband as a recipient of money refund amount was $ 60 15 $ took my husband's bank for a refund $ 25 your correspondent took your bank refund amount was $ 60 contact your bank they had to get the money back write them the name of my bank and the amount of transfer so they will find her faster

chat is not responding to my requests complete ignore I am writing to you again contact your bank name the amount of return (60$) name of my bank Belgazprombank or request confirmation from my bank write to them or call let's close this topic once and for all do something finally pay me my money

Hi Narki11, 

We have opted as a management team to trust you and give you the benefit of the doubt in regards to your statement that the funds have been sent back to our processor.

Even though we have not received the funds yet or any proof of this from you, we have decided to pay the money to you again, in good faith, via your Bitcoin account details, that you provided.

The transaction will be issued tomorrow afternoon at 16:00 GMT time.

We now consider this matter as resolved and have closed your query.

Kind regards

Steven Taylor

Juicy Vegas

thanks again thank you very much here is my bitcoin address  

1M5Nsog3cgGkevGtbxdvfQ2KwwHXoCQ9o2

Hey, Narki11, did you receive your money?