Vinyl Casino - Вилучення гравця відкладено.

I made a successful withdrawal the first time I used the casino.

the second time I tried to withdraw the withdraw page wouldn't load.

After much troubleshooting with live chat I was told the issue was sent to the right department.

customer support contacted me and asked me for my bank details for a manual withdrawal, which I supplied.

That was weeks ago. Since then they have stopped responding to emails and have not processed the withdrawal.

Dear MadamM,

Thank you very much for submitting your complaint. I'm really sorry to hear about your issue. Please allow me to ask you a few questions to make sure I understand the situation completely.

Have you successfully passed the KYC verification?

Could you please advise when exactly did you provide the casino with your bank details for a manual withdrawal? Have you received any message that your funds have been sent? Please forward any relevant communication between you and the casino regarding this problem to veronika.l@casino.guru.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hi,

I have not completed the KYC because they didn't ask me to and they processed the first withdrawal without it.

they requested my bank detail on the 15th of September which I provided and they have not responded to any emails since.

thanks

Thank you very much, MadamM, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hi MadamM,

I've just reviewed your case and am sorry to hear about your struggles with withdrawal. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Vinyl Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify if you have received the details for the manual withdrawal from the player? What is the current status of the player's withdrawal request?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

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.

Dear Customer,

Thank you for reaching out to us.

It has come to our attention that your most recent deposit wager remains incomplete and as a result, you are currently unable to withdraw the associated balance.

To be eligible for a withdrawal, you must wager 11 AUD worth of bets to meet the necessary wagering requirements.

Please be informed that our terms and conditions requires the deposits to be wagered at least once (x1) before a withdrawal can be requested.

Thank you for understanding!

Should you have any questions or require further assistance, please don’t hesitate to get in touch with us.

Best Regards,

VinylCasino

Hi,

Thanks. I've done that. The withdrawal page still doesn't work and is blank. Can you please process the manual withdrawal now?

The withdrawal has been processed. Thanks for the help.

Dear MadamM, thank you for the updates. Have you already received the winnings?

Yep. It's in my bank 🙂

disappointing that they would not respond to any of my emails for weeks but satisfied with the outcome.

Dear MadamM,

I'm glad to hear that your issue has been resolved successfully, though you didn't have a satisfying experience with the communication with the casino support. I hope, that the casino representative will notice this and take it into account, that there's room for support improvement.

I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Natalia

Casino.Guru