Vegas Hero - not paying out

Ruling

Resolved - The submitting complainant has become non-responsive to our repeated requests for additional information. As such we assume they have resolved their issue on their own.

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Player's Complaint

Hi,

I won some cash at Vegas hero on 2nd December 2020, I then withdrew the balance and received a withdrawal confirmation email.

I heard nothing from them for a week so I emailed on 8th December requesting an update to which I was told 6 days later that a ‘standard routine check’ was being performed on my account. On 17th December I asked them how long the check would take.

On 29th December I chased them up for a response as I still hadn’t heard any update at all to which I as told that ‘there does not seem to be an update as of yet’.

Again, I was ignored and heard no news re: my withdrawal so on 6th January 2021 I sent another email. They confirmed that ‘the relevant department is working on this matter on high priority and you will be informed as soon as the process is completed’.

Since this last correspondence, I’ve heard nothing from them again. They are clearly stalling me unnecessarily and I’m not sure why. It’s now been 50 days since I requested this withdrawal.

Completely out of order and extremely irritating that my money’s being held in limbo.

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