Las Vegas USA, Vegas Casino Online, Slots Plus, Sun Palace, Lucky Hippo, Old Havana, High Country Casino Support and Complaints Thread

Dear Imachiz2,

Thank you for letting us know. We've contacted the casino rep and inquired about this.

Today is the 5th business day and it is still not in my checking account. I have emailed them and they haven't responded. 

Dear Imachiz2,

Please be advised that, due to the weekend, there may be delays in processing your withdrawal, as well as in the response from the casino rep. We will send them a reminder and update you as soon as we receive any feedback.

Thank you for your patience.

Yes, I understand that. I am not counting the weekends. It was supposedly sent to my bank on November 7. So there was November 8, November 12, November 13, November 14 and November 15. I am not counting November 11, because it was a holiday. Emer, the withdraw support agent, sent me the email on November 7. He said it would take 3-5 business days. Friday was the 5th business day. Thanks for your help. I appreciate it. 

It finally showed up in my checking account. It is resolved now, if you want to close this case. Thanks for all of your help. 

Glad to hear that, Imachiz2! You are most welcome!  We will now mark this as RESOLVED.

Can we kindly ask you to share with us the information about the winning amount via private message? (How much money have you managed to withdraw?) We collect this data solely to create yearly complaint-related statistics.

Thank you.

High Country

I just won 25 dollars from a LCB tournament at High Country and I won 150 dollars the cashout minimum. I made a verification deposit and they will not give me my money and they are ignoring me. I am beyond upset. They are a casino supported by LCB. I need my winnings now. Or the whole world needs to know that they are a scam casino. They and the LCB need to prove me wrong and help me get my winnings my FAIR winnings. And I will give a formal apology, but until then I am taking it as LCB supports scam casinos and posts their tournaments on there website. It is the holidays and I have not had to deal with this little kid scam game in years. I will not put up with it. I am putting everyone on blast until I get my winnings. Social media and everywhere they show their existence. It will be known they burn people. I want my winnings now LCB this was yours and their tournament. Time to ANTE UP.

Hello Blatant78,

Could you please clarify a few more details so we can be able to assist you further?

• Did you win $25 or $150? The attached image shows that you’re requesting a withdrawal of $150.
• Also, what is the amount of the verification deposit in question?

Thank you.

Hello Blatant78,

Could you please let us know if you still need assistance?

Thank you.

I wanted to share about my recent experience. I withdrew from old Havana in 2021 and the payout took five weeks. I just withdrew recently and the payout took nine days. I was surprised that the speed was that much improved. Just wanted to share with the group. 

Hello Blatant78,

Since we haven't heard back from you we will consider your case Closed due to the submitter's inactivity.

Dear Randip100,

Thank you for sharing your positive feedback with the LCB members. Should you need any assistance, we're here.

I have been a playing member of this casino for many years and have withdrawn in the past. I hadn't played there in a long time. The other evening I used Queen deposit code and met wagering requirements with over $3000 showing as withdrawable. I selected bank transfer option, which in doing so you have to break up in mulitiple requests. I get notified yesterday that the Queen bonus was only good for a maximum withdrawel of $800. So the casino re-entered my deposit request for $720 (minusing off the $80 bonus..understand that rule). I have a screenshot of the terms of this Queen bonus and No where does it state the max is $800. It says $5,000. So I am just very frustrated with the matter...again I have been a faithful playing member for many many years at this casino and for this to happen is very frustrating. If I can get any assistance...explanation...help...would be so very much appreciated. Thank you!

Disputed amount: 3000$

Casino: Las Vegas USA Casino

Case #: 2684

I am referring to Las Vegas Casino within the MainStreet Group of Casinos.

Thank you!

I wanted to update my post to let members know a Rep from the casino contacted me. Explained my bonus was 20x my deposit...is why l was not eligible for the full amount l thought l had won . Appreciated their quick response. Still have a pending win of $800👍will update on payout 😉Thank you LCB community!

Dear dixiesace,

You are most welcome! Please keep us updated on the progress of your withdrawal.

Thank you.

Dear dixiesace,

Could you please update us on the status of your withdrawal?

Thank you.

Hello  To date it is still just in pending status, I have reached out to the casino to get an update....but have not had any response.

Sure would be nice this time of year to get it.   Will update as soon as I get some type of response from Las Vegas USA Casino.

Thank you for checking in👍

Hello All...l did receive this email from casino Rep 👍

Hello dixiesace,

Could you please let us know if you have received your payment?

Thank you.

I have withdrawable balances of 1-3k each on  5 of these casinos and the payouts on all of them have been stalled for months without any explanation.  The autologout timer is reached before anyone replies on livechat.  The support email never responds.  My username is angelaholmon

I played at lucky hippo casino and my total cash out after all of everything came out was 1200. Put in a request for 600 and pissed the rest away. It's taken almost 3 weeks of back and forth to get anything out of these guys. When they finally do send a payment it's only 100. It's almost impossible to speak to anyone. As far as the way the account history reads the manager made an extra 500 today.

Disputed amount: 600$

Casino: Lucky Hippo Casino

Case #: 2740

Dear Crayoneater,

We have received your complaint and are looking into it. Could you please let us know if you have claimed any bonus?

Thank you.

The one with the biggest balance is $2960 at OldHavana if you need to file it under a particular casino. Their sister sites VegasCasinoOnline, HighCountry, LuckyHippo, and SunPalace have also delayed my cashouts for months.  They used to pay out, but they got slower and slower until the last payment I got was in September, and their support email doesn't reply.

Just giving an update as of today I still have not received withdraw winnings. I did email them and will keep all updated thank you 😊

Dear Crayoneater,

Could you please let us know if you still need assistance?

Thank you.

Dear dixiesace,

Thank you for the update. Please let us know if you want us to contact the casino rep again.

Hello Crayoneater,

Since we haven't heard back from you, we'll consider this case CLOSED due to the submitter's inactivity.

Hello Jovana😊 I have private messaged you but wanted to update as of today they are still telling me they are behind still no withdrawal complete ☹️

Dear dixiesace,

We've contacted the casino rep and inquired about an update regarding your withdrawal. We'll keep you posted.

Thank you for your patience.

Hello everyone 😊 I just wanted to give an update. I received an email from Las Vegas USA casino today that my winnings was processed I checked my bank and there it was there 👍 and I have to say thank you to LCB community I have been a member for a very long time and you guys are the best thank you for all your help 😊

Dear dixiesace,

So glad to hear that! You are most welcome! We will mark this as RESOLVED. Enjoy! 

Hi everyone

I am going to highlight the withdrawing process at high country casino for Asian players. First they have written a small line in their terms and conditions which I didn't read at the time of playing there. It says Double play through required for New Zealand and Asian players. The have play through requirement of 45x on their bonuses. When I cleared the wagering for the bonus I had 285$ in my balance. I withdrew that but I was declined by saying that you need double the play through i.e 90x.I played again and lost everything

So for Asian, and New Zealand plsyers it is not advisable to play there. 45 x is standard wagering but 90 x is too much. 

I thought I share this with everyone maybe someone can benefit by it. 

Thanks

Dear Saeed,

Thank you for bringing this to our attention and for sharing your experience with the LCB community. Feel free to let us know if you need any assistance.

I won a tournament here and played to get to their ridiculous minimum cash out, at which time they have me the run around for a week and then rejected my withdrawal, saying I didn't play through enough times. 

So I played through like ten times as much as I had to and finally got back to withdrawal range and spent a week trying to get them to cash me out, and NOBODY would answer me.  At all.  Then, yesterday, they rejected my withdrawal, for no reason at all, and then TOOK 130$ OUT OF MY ACCOUNT, without explanation.  It said "bonus withdrawal" or some shit.  I DIDN'T USE A BONUS.  IT WAS A TOURNAMENT.  THAT I WON. 

No customer service at all.  They just tell me to contact withdrawal department, who doesn't answer and doesn't withdraw, unless it's to steal from you.  

I won a tournament here and played to get to their ridiculous minimum cash out, at which time they have me the run around for a week and then rejected my withdrawal, saying I didn't play through enough times. So I played through like ten times as much as I had to and finally got back to withdrawal range and spent a week trying to get them to cash me out, and NOBODY would answer me. At all. Then, yesterday, they rejected my withdrawal, for no reason at all, and then TOOK 130$ OUT OF MY ACCOUNT, without explanation. It said "bonus withdrawal" or some shit. I DIDN'T USE A BONUS. IT WAS A TOURNAMENT. THAT I WON. No customer service at all. They just tell me to contact withdrawal department, who doesn't answer and doesn't withdraw, unless it's to steal from you

Disputed amount: 180$

Casino: Slots Plus

Case #: 3094

Hello L Flo,

We’ve contacted the casino representative and requested further clarification regarding this matter. Please keep an eye on this thread for updates.

Thank you.

I also screenshot the several conversations I had with support about what kind of requirements I had for cash out and the tournament winnings mco, etc.  It's A LOT to have to upload.  But. Multiple employees discussed the parameters of winning and the first time I submitted a withdrawal request, they immediately rejected it and sent me an email, explaining that my 25$ winning apparently had a 500$ playthrough, which is listed exactly NOWHERE in their site or in T&Cs.  But, I did it anyway.  It doesn't do any good to argue.  So. There shouldn't have been any issue cashing out.  Id already chatted extensively about it and I did what they asked me to do and so they just stole my money.  They withdraw some arbitrary amount from my account and now I don't have the min cash out amount 

How much more obviously sleazy and completely disrespectful can a casino be? 

Dear L Flo,

Thank you for the additional information. Since the weekend has passed, we’ll send a reminder to the casino representative if we don’t hear back from them during the day. Keep you posted.

Thank you for your patience.

This was all paid out, thanks

Hello Angela Holmon,

Thank you for letting us know! We're glad to hear that! 

We will now mark your case as RESOLVED.

hello

casino old havana, please, could you process my withdrawal? I'm tired of waiting, waiting, waiting and waiting

username: ge***

thanks

Dear L Flo,

We’ve received a response from the casino representative confirming that you participated in a tournament promotion with a maximum cashout limit of $50 and no deposit made, which does not meet the withdrawal requirements stated in their terms.

They also confirmed that two emails were sent to you explaining the situation in detail, including the wagering shortfall on your first attempt and the need for a $25 deposit on the second attempt in order to proceed with the $50 cashout.

We hope this clarifies the matter. Could you please confirm whether you received these emails (please check your Spam folder too)?

Thank you.

Hello genisouza,

Welcome to LCB! 

In order to better understand your situation and assist you more effectively, could you please provide some additional details about your issue with Old Havana Casino?

• What is the current status of your withdrawal? Is it still pending, or has it been approved and you’re now waiting for it to be processed?
• Have you contacted the casino’s live chat support? If so, what explanation did they give you?
• Has your account been fully verified?
• Is this your first withdrawal at Old Havana Casino?
• What is the amount you’re trying to withdraw?
• Did you use a bonus? If yes, which one?

Thank you for your cooperation.

withdrawal status : pending

contacted the casino’s live chat support?:  yes

account  verified? yes

Did you use a bonus? If yes, which one?  BONUS + DEPOSIT

The chat attendant said that everything was correct and it was sent to the payment batch... but it is taking a long time

first withdrawal at Old Havana Casino? yes

amount you’re trying to withdraw?  $115

No.  I got an email after the first withdrawal attempt, but all it said was that I had to play through 500$ and I had only played through 230.  Again... this is NOWHERE on the site and customer service never said anything about it. 
 

They have a minimum withdrawal of 150$.  You can't even request withdrawal for anything less... and I chatted with their customer service about 6 times, and they insisted that I had to be at 150 to cash out.  Oh... except one rep said the max cash out was 100 on that bonus I used, but that I had to deposit 25$ AND PLAYTHROUGH THAT DEPOSIT 25 TIMES, to make the minimum cash out.  
 

Aside from the fact that NOWHERE IN THE UNIVERSE does 100+25=150, how tf can you ask for a VERIFICATION DEPOSIT and demand that I play through it TWENTY-FIVE TIMES??? Not that it matters, because the next chat completely contradicted that one.  Then, they just decided that they didn't have that information (any of it.  They couldn't answer any of my questions at all.) and I needed to speak to Withdrawal Dept, who conveniently is NEVER AVAILABLE and doesn't respond to emails...
 

This is absurd.  I'm not reliving their ridiculous customer service failures.  I'll post all the screenshots when I get home.  If you conclude anything from them except that they are arbitrarily making fake rules as they go, you would have to be working for them.  Because, let me say this as clearly as I can:  

NONE OF WHAT ANY OF THEM HAVE SAID IS IN THE T&Cs, NOR IS ANYTHING CUSTOMER SERVICE TOLD ME... THEY CLEARLY MADE IT UP ALONG THE WAY, CONTRADICTING EACH OTHER AND OFTEN THEMSELVES. 

I screenshot T&Cs, too.  Because this isn't the first casino to try and scam me out of money that I won from THEIR free roll tournaments.  I read the fine print.  I also love screenshots, because these people will flat out lie...to anybody.
 

The stupidity behind this kind of behavior is what is costing them so much that they can't afford to cash out 180$.  Because I'm a gambler... I was like 90% likely to redeposit most, if not all, of that... and then some.  I use free roll tournaments as a trial run.  For this exact reason.  A casino's reaction and behavior during a withdrawal tells you everything you need to know about whether or not to deposit there.

I just hate that this place is still recommended by LCB at all.  I'm 100% all about the mission to expose these scam artists.  Online casinos weren't even worth the risk before LCB came along.  For this exact reason...

When I contact them they say I need to speak to the payments department... the problem is that this payments department starts a conversation and then stops responding... they leave you talking to yourself

Dear genisouza,

Thank you for providing additional information. We contacted the casino rep and asked for further details regarding your case, and we'll update you as soon as we receive their response.

Thank you.

Dear L Flo,

We understand your frustration. We will forward your feedback and concerns to the casino representative once more and ask for clarification, specifically regarding the inconsistencies you've mentioned.

We'll update you as soon as we receive a response. In the meantime, feel free to send the screenshots you mentioned via private message so we can better understand the full picture.

Thank you.

hi

Has there been any update from them? This casino is extremely slow.. I believe it is the slowest in the world.

Dear genisouza and L Flo,

We still haven’t received a response from the casino representative, so we’ve sent them another reminder and requested an update regarding your cases. We’ll let you know as soon as we hear back from them.

Thank you for your patience.