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Casino LasVegas - Payment never recieved
Ruling
Found for the Player - Casino Las Vegas have refused to discuss any aspect of any player complaint with us and as such we can only base the ruling in this case on the information the player provided.
Read our Casino Las Vegas Review.
Player's Complaint
Hello, my name is [EDIT] and I need help to track two payments that casino Las Vegas made to my credit card.
I just want to start by saying that I have played on this casino several times in the past and have received the payments without any issue. The payments were issued to my credit card.
During the month of August I made a few deposits on the casino. on the third of the month I made my my first missing withdrawal and on the 18th of the same month i got another win and made my made my second withdrawal that has gone missing as well.
I have exchanged several emails with the casino, and they have provided me with numbers in order for me to track the payments they have made. When I called my credit card company they told me that there was no way for them to track the payments. I got transferred to the head of security and still they were unable to track the payments using the numbers that the casino provided me. They told me only the sender can track these payments. After speaking to the security department of my credit card company I authorised them to discuss the situation if a representative of the casino called them. They put a not on the account and were expecting a call back from the casino.
After emailing the casino back and updating them on the situation the casino proceeded to say that it was out of their control now and that the payments had been sent.
Can you please have the casino call my credit card company to find what happened to these two missing payments? I have done everything I possibly can to find this money but I am stuck in the middle of two parties (my bank and the casino) who say that there is nothing they can do to help me and it is not their responsibility. I am ready to do anything possible to find this money that I have not received. I also would like to start playing on the casino again, but I do not feel comfortable doing so knowing that my deposits are being debited from my credit card but my payments are not going threw.
Thank you very much for your help.
3 Responses
Hi christpapa84,
Before I can even try to do anything about this issue I need you to provide the information requested above.
Thanks,
ThePOGG
Hi christpapa84,
Unfortunately Casino Las Vegas have informed us that they will not discuss any aspect of any complaint with us. As such we're not going to be able to assist you further with this issue.
My recommendation at this stage would be to contact Casino Las Vegas' ADR service eCOGRA if you're within the UK and to contact the Gibraltar Gaming Commission if you're outside of the UK.
Sorry we couldn't be of more help.
ThePOGG
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Agreement
christpapa84 consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:
November 4, 2015
Hi christpapa84 - welcome back!
Before I go any further I'll need you to provide your username and email address at Casino LasVegas.
I also want to make clear that this group have previously been non-responsive to player complaints posted at this site so I can't guarantee any progress with this issue.
It would also be useful if you could forward on screenshots of your account history showing the withdrawals in question and either paper or electronic statements for your cards between the date you placed the withdrawals and now.
Thanks,
ThePOGG