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I have not been able to withdraw my funds since 26th July and my withdrawals to my debit card have been stuck on pending before being disapproved as it's apparently above the approval limit. I have been advised that I should use the bank transfer option but on numerous occasions I've highlighted that it's not an available option.

When I try to speak to the payments team, I've been advised that it's not possible and that a 'reminder note' has been left with them to review my withdrawals. On a one occasion, I was told it'll be looked at in a matter of minutes but the withdrawal was denied 24 hours later.

I have also requested a manual withdrawal of my entire account balance and provided them with both my SWIFT and Local account details; I was advised that the payments team will reach out, but it's been more than 48 hours I have not heard of anything since.

Today, they have once again denied my withdrawal of 5,000 GBP despite a fully verified account.

 - I have already highlighted that the bank transfer option is not available

 - I have already highlighted that no other withdrawal option is available

 - I have also requested a manual transfer out and provided my account details as per suggestion from previous denied withdrawals and the casino operators policy.

 - I have also highlighted that perhaps the approval limit needs to be increased on MrVegas side

As of today, I have a balance of 110,067 GBP that I cannot withdraw and the payments team is yet to provide progress update. Only to inform me to try the bank transfer option (which I highlighted that it doesn't exist) after rejecting a withdrawal.

Dear locoleaf,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. 

Please allow me to ask you a few questions, so I can better understand the situation. 

Have you been advised why you can’t withdraw your winnings using the methods that were previously successful? Is it an internal casino system issue, or it’s related to your account only?

Do I understand correctly you initiated your withdrawals using 'Visa' method in the cashier?

What other options are there for you to initiate withdrawal in the cashier of the casino?

Could you please send me the most recent replies you received from the casino regarding their assistance with your issue? My email is tomas@casino.guru

Looking forward to hearing from you.

Best regards,

Tomas

Hi Tomas,

Please find answers in line:

Have you been advised why you can’t withdraw your winnings using the methods that were previously successful? Is it an internal casino system issue, or it’s related to your account only? 

No valid reasoning has been provided, only that it was above the 'approval limit' which is incredibly bizarre, as they approved a withdrawal of 300ish pounds and 6,000 GBP in recent times. There have been some occasions where I've been told that there's a backlog of work so it may take longer than expected. Of course, this only meant that my withdrawals are in a pending state for 48 hours+ before it being disapproved.

I tried pressing further but the Support Team has always defaulted to that it's being looked at and ask me for my patience. When I ask if I could speak to Payments team, they've advised it's not possible as they are not customer facing.

I dont think it's a system issue given that historically withdrawals are processed fine albeit delayed to my bank account. I think they just need to 'increase' their approval limit for my account OR offer the bank transfer option that they've recommended and of which is in their TandC. (payments here https://www.mrvegas.com/terms-and-conditions/mga-games-specific/ )

Do I understand correctly you initiated your withdrawals using 'Visa' method in the cashier?

Correct, as this is the only option that is viable. The bank transfer option suggested by the Payments team does not exist and all other ones such as krill, Apple Pay,etc are not possible as they are not the 'First in First out Option'

What other options are there for you to initiate withdrawal in the cashier of the casino?

No other options are available other than VISA

Thanks for your messages.

I am glad to hear the casino will agree to process your withdrawal by manually processing the transfer. Please keep me informed about any further development.

Hi Tomas,

They did not agree unfortunately. Apparently, they are now preventing further withdrawals until they get clarification from the payment provider. Apparently, there is some sort of limit on my Revolut debit card which is causing the bank transfer to HSBC to fail - which doesn't make sense.

Thanks for the updates. I am sorry for the disappointing progress regarding your withdrawal.

I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, locoleaf!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi,

We are sorry to hear about your issue withdrawing.

We are investigating the case and looking into the cause of the issue, and are looking to solve the matter as soon as possible.

We will follow-up with an update as soon as there is any.

Due to the large amount of funds involved we would like to offer locoleaf a play-block of his account, so to prevent wagering while awaiting for the withdrawals, this would safeguard the funds until the withdrawal can be processed successfully.

Kind Regards.

Hi this isn’t the first time I received this response.

can you please let me know when I am good to withdraw

Hi locoleaf,

We have updated your First In First Out payment method for withdrawals to another card you had previously used with success.

Could you attempt to withdraw now to see if it works? You could also attempt a bank transfer withdrawal if you wish.

Let us know if you have any success, meanwhile we will continue our investigation into the issue.

Kind Regards.

As previously stated the bank transfer option is not available.

I have requested the withdrawals following your FIFO change.

can you please review and approve

Hello, can you please make the FIFO change again. Permanent if possible. The withdraw to Card option is no longer available. Just Apple Pay..

locoleaf, I would like to ask you to proceed with a communication regarding the complaint to my e-mail: pavel.k@casino.guru as I resolve your complaint, not my colleague Tomas. Thank you!

No problem at all.

As things stand, some of the withdrawals have been approved. However 38k remains and I received the email email today.

Again, I am being told this is a problem with my bank - which is nonsense as we already established as there's no limit to incoming transfers.

It very much feels like we are going around in circles.

"

I trust you are well today.

The notification that we are receiving is the following: 61 - Exceeds approval amount limit.

unfortunately, this is an error that should be coming from your bank, as such it would be best that you contact them to see if this can be amended for you.

If you have any further question, kindly do not hesitate to contact us.

Kind regards,

"

Yes, definitely going around in circles.

Please see latest response below.

I've previously reached out to both HSBC and Revolut who confirmed that there is no such thing as incoming limits to bank accounts..

Clear to me that the error msg is internal.

Hi there,

As advised by in the screenshot, the best solution at the moment is to contact VISA directly to see what is the issue. We can only see what they send back to us as a response to the transaction attempt.

Of course, we are in contact with the payment provider from our side, also, trying to find a solution to the issue. But at this moment, everything points to a transaction limit with the payment method.

Kind regards,

Team Mr Vegas

Today, 20k of the withdrawals were processed despite me not contacting my bank.

So as I stated and experienced before, this was because there's some sort of internal approval limit from MrVegas.

This is really bad..if the support team doesn't even recognise that.

locoleaf, has there been further progress on your withdrawals?

No progress unfortunately.

Team Mr Vegas, has there been any reason for delaying other withdrawals (e.g. withdrawal limit)?

Hello there,

Would it be possible to confirm which withdrawals this is refers to?

Thanks.

Kind regards.

Team Mr Vegas.

locoleaf, can you, please, provide us with screenshots or IDs of withdrawals with which you have a problem with?

Still no update and worse still, I am not given an explanation now as to why these are disapproved now.

As can be seen on the email trail, I have asked 3 times for support to clarify why these are rejected. Each and every time, all ive been told that the funds have been returned and that I should try a different method.

Basically, we are at the beginning of the circle again..

Something is very off isn't it?

We are a month into the case and the latest response from MrVegas is this..:

"Hello there,

Would it be possible to confirm which withdrawals this is refers to?

Thanks.

Kind regards.

Team Mr Vegas."

locoleaf, given that, with higher probability, you have requested multiple withdrawals, it is only logical for the casino to ask about which of them have been cancelled.

Team Mr Vegas, please, provide us with the explanation.

Hi Pavel,

There have been several separate withdrawal attempts, so, it would be natural for our customer support to ask which withdrawal is the issue. Note that they do not have all the information available right away, so, they may not be aware of wider issue with the withdrawals.

Our payments department has informed the customer yesterday that the withdrawals gets stuck due to withdrawal limits on the payment method's issuer's side. As the withdrawals can't go through, they were cancelled. We have advised the customer to contact directly the payment method issuer to get more information about the transaction amount limitations.

Yesterday, we also recommended to use another payment method for the withdrawals but I don't see any attempt from customer's side to try the another payment method (there's another try with the payment method that didn't work before).

At this point, there's not much more we can do unless the customer follows the instructions given.

Kind regards,

Team Mr Vegas

Thank you very much for the detailed explanation!

Locoleaf, please, comply with the casino requests.

There is no other method available unfortunately. This is the only option as it is the first in first out method.

Can you, please, try to contact payment provider and learn anything about above-mentioned limits?

Hi Pavel, this appears to be the exact same issue 2 weeks ago. It’s got nothing to do with my bank

Team Mr Vegas, is there a possibility for the player to make a minimum verification deposit without wagering requirement to make another withdrawal method available?

Hi Pavel,

The customer needs to contact our customer support and ask the change of the First In First Out method change. It can be done in some cases, assuming everything is ok with the account.

We cannot do it via this platform as it would involve sensitive information that we cannot share here.

But the most important thing here at the moment is that the customer is in contact with us directly and replies to our messages. It's essential for getting the issue solved.

Kind regards,

Team Mr Vegas

Thank you, Team Mr Vegas!

Locoleaf, I thank you for your patience and fully understand that this is a long and tiring process. Please, connect with the casino customer support to make a FIFO change once more.

Dear locoleaf,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.