BoVegas, Golden Lion, Supernova, Eclipse Casino, Cherry Gold, Free Spin Casino, Exclusive Casino, Two-Up Casino Support and Complaints Thread

Hello there,

My name is Kim Lenny and I'm your contact for BoVegas, Golden Lion, Supernova and Eclipse Casino regarding Cashbacks and any issues that you have with any of the above brands.

You can write me here or contact me through a personal message and I'll do my best to reply as soon as possible for any issues.

FYI we offering special 20% Cashback promo to any players that deposit through LatestCasinoBonus sites/network - this is special promo only for you :)

Best wishes,

Ric

Casino Support Manager

Updated 21st Nov 2017 - Cherry Gold, Free Spin, Exclusive Casino added to the Affalliance support topic.

Updated 22nd February 2018 - Two-Up Casino added to the Affalliance support topic.

Welcome on board Kim. We are happy to have you on our forum. 

Hello Kim,

Wellcome to LCB forum! 

Welcome on board Kim Lenny

Good Evening Kim,

I have emailed support at faxback@bovegas.com as well as Support@bovegas.com. I've emailed 3 times in 3 days and still no response. I am trying to verify my account in order to cash-out. What is going on with support?

Thank you for your time.

Regards,

LadyEnygma

Could you please PM me your casino username so we can get in touch with the casino and ask them about the verification of your docs?

thank you

Dear LadyEnygma, 

Please accept my apology for the delay in your document approval. It usually takes several business days to approve the documents. Regarding your case, I`ve been informed that there is something missing in the documents you`ve submitted. Our finance officer have already sent you an email with all the information regarding this. 

Kind regards,

Kim

Hi Kim, this is below the industry standards to take several biz days. You guys need to step up and process the docs within 24hrs .

There is absolutely no reason for it to take any longer ( unless there is a reasonable suspicion there is somethign wrong with submitted documents ).

Like your pending times of 96hrs and processing times of up to 10 days is really and i mean REALLY bad.

Dear Nirvana,

Thank you for pointing that out. I agree with you, this should be improved and we are working towards it. We have already shorten up the withdrawal processing time from 10 to 5-7 business days.(usually we even do it faster). 

In future, we expect the document approval process take 24h or less. 

Kind regards,

Kim

This is definitely an improvement and I commend you for it  but mind the pending time still adds up on top of those 5-7 days to process the cashout. So Im looking forward to seeing further improvements 

also I think you need to update the withdrawal terms on this page https://lcb.org/casinos/bovegas-casino as it still claims 7-10 biz days , which is in conflict with page terms where it states 5-7 : https://bovegas.eu/en/tc/

Hey Zuga, 

Thank you for noticing that. Looks like we missed that when we were updating our main terms. I`ll pass it to our devs in order to update the FAQ section asap.

Kind regards,

Kim

Hi Kenny Any Chance you can get me cashback on my deposit?

jodo99 

It's with Superior

Sorry Kenny

I meant to say it is with Eclipse Casino

Username jodo99

Hey Jodo99, 

I'm sorry, but for that kind of querries please contact Eclipse Casino customer support.

Kind regards,

Kim

Sorry to hear that, Djcentigor. Could you please private message me your casino username? We'll ask the casino to look into your case. 

The casino rep received your account details and told us that he would get back to you on the forum. It is Easter so please wait until tomorrow when he is back to work. We're going to send a reminder. 

Hi Djcentigor, 

We're going to review this case once again and provide you with feedback. 

HI Djcentigor,

We read carefully what both you and the casino rep were communicating here. 

- Regarding the coupon Wendy the max amount that can be withdrawn is 20x deposit amount which is $500. It means you can withdraw only this amount of $500, the amount that exceeded %500 was removed. Everything is clear there, the casino rep attached a screenshot of the promo. 

- You shouldn't have played while you were waiting for the approval of your withdrawal. The casino did their best to help you get the money.

- You got the whole amount according to bonus T&C. 

We don't see any further issues there and this case is resolved for us. 

 I played at bovegas. I had fun got free chip.got to play there games.really good support I played rtg for years I liked it

Thanks for your feedback, robert melgoza. 

Hi. 

I have been submitting documents to two up casino over and over for almost a month now and they are asking me to do the verification form over again after having done this four times already. Now, they are asking me to clarify the type of account and the form does not ask for this type of information. I told them I was not doing the form again because I can simply tell them in a email that it's a checking account and that's what I have done. LCB can you please help me because I'm beginning to think these are stall tactics?

Thank you

Hi palmtree,

Sorry to hear about your issue with Two-up casino. Can you please private message me your casino username? We're going to notify the casino rep. 

Hi palmtree,

We forwarded your account details to the casino rep. He is looking into it and will get back to you shortly. 

Hi palmtree.
Thank you for your feedback.
Please, be aware that when we talk about withdrawals, we are careful and pay attention to every detail, so your winning will be safe. That's why we require documents and verify everything.
Last time the Finance Team didn't ask you to send new documents. They asked you to clarify what is your bank account type, that's all.
I'm informed that your account is already approved.

@ palmtree- please let us know as soon as you get your money. 

Hi.

Yes, the casino just emailed me that I can withdraw now.

Thank you

Great. Good luck. 

I requested a cashout February 26, 2021 and I'm still waiting. 

We're going to check again with the casino rep. 

Hello.

Please, be aware that the customer requested the payment on 2/26.
Sending the payment takes 5-7 business days

Yes, that's fine, but the player has already been waiting for a month to verify his account and when he finally did it he now needs to wait for another week to get his withdrawal. Doesn't it take too long for a withdrawal to be processed and delivered? 

Hello. 

From our side the winnings were sent, now the bank is making a transfer.  

My cashier page doesn't say that. It shows the cashout as still in the requested status with no update from the time I requested the payout on 2/26/2021?

Hello. No worries. Soon, you will get your money.

Hi.

it has been over the 5-7 days and my withdrawal is still saying Requested with no new updates since I requested it on Feb. 26? I'm not being rude just wondering why it's taking so long? It has been over a month if you consider the time it took to get documents approved.

Thank you 

Thanks for the update. Hm! It should have been processed so far. 

Let's see what the casino rep says. 

I received an email today stating my withdrawal has been sent to my bank and please allow 5-7 days to receive it. I will let LCB know when I receive it. Thank you LCB/MelissaN❤️

You are very welcome. Thanks for letting us know. It is a very long cashout process. It should be much faster. Please let us know as soon as you get your money. 

Good morning LCB.

 I received cashout today.

Thank you 

Great. Thanks a lot for letting us know. 

I will be avoiding this casino. I hate the fact people try to get in the online casino business and they are underfunded. No one should have to wait weeks and months to be verified and money sent. 

Hello Bitspender.
Thank you for your feedback.
Please, be informed that the customer doesn't have to wait a month, if he/she is sending all documents and info at once.
Our policy is to keep the customer and his/her winnings safe, that's why we require documents to verify that the player is making a withdrawal. It's about security.

I sent all my documents at once and it was a week before I received a response of which I was told that they were not clear enough and to resend and I did. Another week later the response was my chosen bank could not be used and I sent other information along with asking to use Bitcoin for withdrawal. To make a long story short, my documents were rejected for various reasons and I had to resend several times with each one requiring a week before I received a response.

Thank you 

Hi Palmtree! Hope you are well.
You already received money.
As it was explained before and you explained in your message, picture of your documents were not clear enough, bank could not be used and other reasons. Everyone agrees that it's better to be safe when we talk about money and withdrawals. It's better to double check every detail. That's what we do.

Affalliance, I will not sit quietly while you tell untruths! I could send my documents to MelissaN right now to prove that they were clear! Why don't you tell the truth which is your casino uses stall tactics hoping the player will get discouraged and play the withdrawal back. That is the real reason why withdrawals take so long at your casino! Yes, it took over a month to get withdrawal and you're the only casino I know of that does this.

Hello Palmtree!
I understand that you are unhappy because you wanted to get money ASAP, it's natural. Honestly, I would have the same feelings.
But we have thousands of players who make withdrawals on regular basis and everyday we are getting hundreds of new requests for withdrawals. Majority of this people doesn't have trouble because they send all documents at once and they are getting money within 5-7 working days. Minority of them has troubles because they may forget to send one or two documents, they may have problems with bank, they may send unclear picture. In this case, the process can take longer.
Anyway, you received money, so the issue was fixed.

Hello, Cherry Gold Casino just voided and confiscated my winnings with an excuse, i play RTG casinos on a daily basis and get withdrawals all the time, please step in asap.
They made me deposit 5 times without problems but at the time of withdrawal they came up with this excuse, of a deposit canceled when everyone knows that BTC transactions cannot be canceled.

username is ma*******
 

Hello mazzica, 

We will promptly contact the Casino Representative and escalate the matter for you. Keep an eye on this forum thread for further developments.

Hello Team,

Please be kindly advised that the player was reported in conducting reversal of deposit(s) on one of RTG powered casinos in the past. Such an action violates our Terms and Conditions, which leads to the account closure and winnings cancellation. User’s account is deemed high risk based on fraud analysis, therefore we are obliged to return her deposits. For this purpose we've asked customer to provide us with her BTC wallet.

I am writing to address the completely false statement that has been circulating about RTG Casino.

As a daily player at the casino, I can personally attest that I have never experienced any issues during my time there. Furthermore, I am more than willing to provide proof of my positive experiences upon request.

In the past, I encountered a minor issue with a deposit due to a blockchain-related problem. However, after contacting the casino management, they confirmed that it was not intentional and was merely a technical glitch in the blockchain (i can provide evidence of this as well). As we all know, cryptocurrency transactions cannot be reversed, so their explanation made sense.

Additionally, I have successfully deposited and played at the casino on five separate occasions without any issues. It is highly suspicious that this fabricated concern was raised only after I won a significant amount. I firmly believe that these allegations are baseless and unsubstantiated.

Once again, I am willing to provide proof of all my statements upon request. I hope that my testimony will serve to set the record straight about RTG Casino and reassure other players about the legitimacy and quality of their services.