The player from Germany is unable to withdraw her winnings of €139,000 from Vvegas after her account gets blocked due to alleged violations of bonus guidelines. Despite her repeated requests for clarification on the specific violations, the casino only provides vague guidelines without any details. She is frustrated and seeks assistance in resolving the issue.
V.Vegas Casino - Player's account is blocked after a large withdrawal.
Opened
Current status
Waiting for Casino Guru to reply
3d 16h 39m 36s
V.Vegas Casino
Safety Index 9.8 Very highCase summary
Discussion
Public
Public
5 days ago
Translation
I recently deposited €180 at Vvegas, though I'm not sure if that included the bonus. I've played there many times and even withdrawn some money before. This time, I won €139,000 – I couldn't believe it! When I tried to withdraw, they asked for proof of my winnings. I initially sent photos of my bank statement, which was rejected. Then I sent a photo of my bank statement, which was approved. From then on, I waited day after day. I requested another withdrawal on September 13, 2026. Today, as usual, I checked my withdrawal status, which was split into several €2,500 withdrawals from the casino. This time, my account was blocked, so I contacted the casino to ask why. After waiting for several minutes, an employee replied, saying that I had violated some bonus guidelines and that they were offering to release €2,500 and then reactivate my account. (which I find very strange, because where has my crime suddenly gone?)
I replied that I had deposited several thousand euros there over many years and would now like to withdraw my winnings.
Furthermore, I asked for a detailed explanation of when, what, and how I did things wrong. I received the same guidelines in response, but they don't explain exactly what I did wrong, when, or how. I've also read that this casino apparently does this quite often to avoid paying out larger winnings, which is pretty ridiculous since they did accept my deposits.
I hope you can help me, I'm really shocked right now, obviously I could have really used that money...
Thank you in advance, please feel free to contact me if you have any questions.
Best regards
Carolin *****
Edited by a Casino Guru admin
Automatic translation:
Public
Public
3 days ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
Public
Public
3 days ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with V.Vegas Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Could you please advise how long you were a player at the casino and when exactly your account was blocked?
- What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
- Could you please clarify which bonus you have activated?
- Any further evidence or communication can be sent to my email at tomas@casino.guru, or screenshots can be posted here.
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
