RESOLVED: Juicy Vegas problem

Hi. I opened an account at juicyvegas. I used no deposit code and got 50 free spins. I won 100$. I made first deposit. Then I sent my documents and made withdrawal request. 30/04/2020 I got an email that bank wire withdraw is completed. I waited 20 days and didn't get any money. The chat-support operator said that I must send a bank statement to [email protected]. I sent it 3 times, cuz next day they asked me for another bank statement. No answers from support from 13/04/2020.

Hi Aliaksei Kuzniatsou,

Please private message me your casino username. We can check with the casino rep regarding your issue. 

Hi Aliaksei Kuzniatsou,

We received your email address and notified the casino rep. Keep an eye on this topic. 

Hi Aliaksei

Steven Taylor here from Juicy Vegas. 

I will provide the full and honest story; a lot of important information has been left out, I am not sure why.  This paints Juicy Vegas in a negative light, though the casino has done nothing wrong. It would be appreciated if you could refrain from accusations when all of them are completely false. Each and every email and live chat with our support team has shown that we have kept you updated on this situation in real time. We also paid your withdrawal in timely manner.

You opened an account and made a withdrawal from a free money bonus. We received your documents needed to process your withdrawal. We processed a withdrawal payment on 30 April, to you, per the details You entered on our cashier page when you initiated this withdrawal. You entered the wrong bank details which caused this problem; it would have been fair for you to have mentioned this in your original post, instead of accusing the casino of not paying your money. This is why you never received your funds and we were not aware of this till you emailed us on 13 May.

Your email on 13 May advised us that us you never received your withdrawal. We emailed you back, on the day in under 2 hours, advising you to proved us with bank statement that we could pass on to our processor so that they could try and trace your payment. We did receive your statement that evening after business hours, we replied to you, within 30 minutes to advise that we forwarded your statement to our finance team. Our finance team followed up with our processor on the morning of 14 May. 

On 19 May we received feedback from our processor, they were able to trace and retrieve the funds. The funds had bounced due to the incorrect bank details You had entered. Our Support team emailed you immediately to advise you of the feedback, that your payment was reissued on 19 May using the bank details from your bank statement to ensure it was sent to the correct account. Please note that this payment can take 3 to 5 business days to reflect in your account.

The delayed withdrawal was due to your error and we responded in a timely and efficient manner to all your queries, keeping you updated along the way. The issue was resolved within 5 days of you informing us that you never received your funds. I am still baffled as to what Juicy Vegas has done wrong in this situation.

Kind regards

Steven Taylor

Juicy Vegas

Aliaksei Kuzniatsou informed us that he got the money. We'll mark this case as resolved.