The player from Switzerland had completed the identity verification process, which had been unusually lengthy, and had requested a payout. While she had received a partial payment of CHF 380, CHF 4610 had remained unpaid, with claims that her continued play had canceled the remaining balance. She had expressed concerns over the repeated delays and a perceived attempt to prevent her from accessing her full winnings, which had led to account blockage. We had reviewed the case and found that the withdrawal request had remained in an unprocessed status and the remaining balance had not been reserved, thus remaining available for gameplay. Since the player had confirmed continued play after the withdrawal request, the remaining balance was reduced accordingly, and the casino had acted in line with its standard procedures. Consequently, the complaint was closed as rejected.
V.Vegas Casino - Player’s account is closed and payout is delayed.
Unjustified complaint
Amount: 4,610 CHF
V.Vegas Casino
Safety Index:Very highCase summary
Translation
Good day
I have fully verified my identity with you, although this process has already taken an unusually long time and has been delayed several times. You have also confirmed these delays to me.
After completing the verification process, I requested a payout of my balance. This process was also significantly delayed. Ultimately, only a partial payment of CHF 380 was transferred. The remaining amount of CHF 4610 was neither paid out, debited from my account, nor reserved.
I was subsequently informed that I had continued playing and therefore the remaining balance had been canceled. This explanation is incomprehensible to me, as I repeatedly and clearly requested a payout. Furthermore, the balance was never secured or blocked.
Due to the repeated delays and the lack of safeguarding of my funds, I have suffered financial losses. I have the impression that the delay in payment was a deliberate attempt to prevent me from receiving my full winnings.
I hereby request that you immediately pay me the outstanding amount of 4610 CHF.
Should this not happen promptly, I will be forced to take further steps.
They have blocked me as of today!
She says max 5 days, but then it's only 8.4, which doesn't match the terms, especially since I've already tried it x times before without success, it was always cancelled.
Kind regards
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Dear Pinguin,
Thank you very much for submitting your complaint. I’m sorry to hear about the problem you’ve encountered.
Thank you as well for providing the screenshots — they are very helpful. From what I can see, your account appears to be fully verified, and multiple withdrawal attempts were marked as "declined," while your balance was still available for play. I also noticed the communication from the VIP manager regarding processing times, which seems to contradict your experience.
In order for us to better understand what exactly happened and how the remaining balance was handled, I would like to kindly ask you to clarify a few important points:
- After your withdrawal requests were declined, did the funds return back to your playable balance, and did you continue playing with them afterward?
- Can you please confirm whether the remaining CHF 4,610 was played down, or was it removed/voided by the casino without being played?
- Could you please provide any additional communication (emails or chat transcripts) where the casino explains why the withdrawals were repeatedly declined?
- You mentioned your account has now been blocked — did the casino provide any official reason for this action?
If you have more detailed evidence (especially full transaction history or communication with the casino), you can upload it here or forward it to petronela.k@casino.guru.
Your cooperation in providing these details will help us investigate and work towards a resolution.
I hope we will be able to help you to resolve this issue as soon as possible.
Thank you in advance for your reply.
Best regards,
Petronela
Dear Pinguin
According to our records, you have zero (0) on your account, and the account is permanently blocked due to a possible gambling addiction. We do not see any pending/new withdrawal requests.
Can you please clarify a bit more on your situation?
Regards
TranslationHello Petronela
Thank you for your feedback and support.
I will gladly answer your questions as clearly as possible:
The payment was requested on March 31st (see attached evidence/screenshots).
After each withdrawal request was rejected, the funds were credited back to my gaming balance. However, they were not visibly marked as "reserved" or "pending withdrawal," but remained fully available for play.
It wasn't apparent to me that these were amounts already scheduled for payout. I assumed the payout was still being processed, as this was confirmed to me several times in the chat.
I was explicitly informed that the payment would be made, and I was repeatedly asked to wait.
A partial payment (380 CHF) was later paid out. However, the remaining amount remained fully available in the gaming account.
In this context, I find it incomprehensible why only this partial amount was paid out, even though the payments were requested simultaneously. I request clarification on this matter.
From my point of view, it is particularly problematic that the amount intended for payout was not separated from the playable balance.
In the interest of player protection, it would have been necessary to clearly reserve this amount or at least visibly mark it as "out for withdrawal" so that it could no longer be accessed.
Since this was not the case, I was left in an unclear and misleading situation in which I could not understand what amount was already earmarked for payment.
It is also important to note:
After a lengthy discussion in the chat (over 40 minutes), I explicitly demanded that my account be blocked, as I no longer considered the situation acceptable and wanted to secure my payout.
Only after I repeatedly insisted and questioned how my withdrawal was handled was my account finally blocked at my request.
Regarding the CHF 4,610:
I did not consciously consider this amount as freely available credit, as I assumed it was part of the pending withdrawal request.
Additionally, I would like to emphasize that the stated processing times were not met and the situation dragged on for a longer period of time.
I will gladly provide you with all chat histories and other evidence that proves I was repeatedly assured I should wait for the payout.
Thank you very much for your assistance in resolving this case.
Kind regards
Stephanie V*****
I sent the pictures to the email address mentioned.
TranslationHello Petronela
In addition, I would like to state that I explicitly requested that my account be deactivated.
This request came after a lengthy discussion in the chat, as I wanted to clarify the situation regarding my payout and stop playing.
A corresponding screenshot as proof is available and can also be provided if required.
Thank you for the further review.
Kind regards
Dear Pinguin
We've unblocked your account, you can now access it and provide us with the details and specifics.
Please mind, all sorts of gambling activities on a website are still prohibited.
Regards
TranslationHello
I have tried several times in the past to find a solution directly with you, but without receiving a clear and comprehensible clarification.
For this reason, I would like to resolve this matter exclusively through Casino Guru, so that everything remains transparent and traceable.
Thank you for your understanding.
No worries, Pinguin
Please take your take and investigate the transaction IDs of your interest. You are welcome to ask any related questions.
Regards
TranslationHello
I already have the documents, thank you very much.
Dear Pinguin
Since you have all the documents, would you mind sharing them with us?
Do you possibly know the IDs of the disputed transactions?
Kind regards
TranslationFurthermore, I cannot understand why the payment was not made in full.
The entire amount was requested at once, yet only a partial amount was paid out.
Why wasn't the rest processed in the same operation?
TranslationUpon my repeated request, my account was closed again.
Greetings,
We can confirm your account has been blocked again upon your request.
Re withdrawal request 5f874d10-6d2d-4d95-a598-305010cd109d amounting 70 CHF - it was cancelled due to document request, just like couple of others.
Hope this clarifies
Regards
TranslationHello
My patience has now run out.
They continue to ignore the core issue and refuse to answer my questions. Instead, they veer off into individual transactions that are unrelated to the main problem.
This concerns the amount of CHF 4,610, which results from a jointly requested payment and is clearly visible in my account.
Furthermore, a partial payment of CHF 380 has already been made, confirming that the payment has been accepted.
The central question remains unanswered:
Why was the remaining amount neither paid out at the same time nor secured as "in withdrawal", but remained fully playable?
I now expect a clear and complete statement on this point.
Should this not happen, I will forward the case to the relevant authorities without further delay.
TranslationPlease check the rest yourself; you have all the necessary documents.
TranslationYour explanation that the payment was internally split into several requests is incomprehensible to me and does not change the crucial point:
Your system has confirmed that the payment has been "accepted for processing." This indicates that the corresponding total amount was ready for disbursement.
Regardless of any internal allocation, the amount designated for disbursement should have been either secured, reserved, or at least clearly marked as "out for disbursement." This was never the case.
The entire amount remained available for play, without any indication that it was funds already earmarked for withdrawal. This is precisely how the current situation arose.
Furthermore, the central question remains as to why, when a payment was requested at the same time, only a partial amount of CHF 380 was processed, while the remainder was neither handled accordingly nor presented transparently.
I therefore maintain my demand and request payment of the outstanding amount of CHF 4,610.
I request a clear and specific statement on these points.
TranslationAt the beginning, I was informed that my account had been blocked due to a possible gambling addiction and that there was no outstanding balance.
Only after I submitted the relevant evidence (payment confirmation, transaction ID, etc.) was the presentation adjusted and a different justification given.
This is incomprehensible to me and significantly hinders a transparent clarification of the case.
These differing statements reinforce the impression that the payment process was not handled clearly and consistently.
Dear Pinguin
We unlocked your profile so that you could check all the records.
We do not observe any issues with the payouts, we've explained everything already - you continued playing and the amount got lower than the requested amount; thus the payout transactions got cancelled.
Please mind, when you create a withdrawal request, the status of the transaction is "New", not "Processing".
Hope this clarifies
Kind regards
TranslationThe statement that the payout was merely in "New" status does not correspond to the information I have.
I received multiple confirmations via email and chat that the payout was being processed and would be completed. At no point was it marked as "New".
Furthermore, a partial payment of CHF 380 has already been disbursed. In my view, this clearly confirms that the payment has not merely been "newly created," but has already been accepted and at least partially processed.
Against this background, several key questions remain unanswered:
Why was only a partial amount of CHF 380 processed when a payment was requested at the same time?
Why was the remaining amount neither secured nor marked as "out for payment" even though the payment had been confirmed?
For what reason did the remaining amount remain fully playable?
And why was the processing delayed for an extended period of time, even though all verifications had already been completed and I had been promised payment several times?
Even if the payment service provider had made an internal division, in my view it would have been easily possible to secure the entire amount uniformly or at least to mark it transparently as an ongoing payment.
It is precisely this lack of transparency and security that has led to the current situation.
I therefore request once again a clear, complete and comprehensible statement on these points.
TranslationConfirmed as 'in progress' multiple times –
Now suddenly 'never existed'?
That doesn't add up.
TranslationConfirmed as 'in progress' multiple times –
Now suddenly 'never existed'?
That doesn't add up.
TranslationConfirmed as 'in progress' multiple times –
Now suddenly 'never existed'?
That doesn't add up.
TranslationI am also sending this screenshot.
It explicitly confirms that the payment is being processed and that I should wait.
I relied precisely on these statements.
Dear Pinguin
All the statuses were accessible and visible within the transactions' history.
Why was only a partial amount of CHF 380 processed when a payment was requested at the same time?
-->at the point of confirmation of the transaction, your real money balance was only enough to cover this request.
Why was the remaining amount neither secured nor marked as "out for payment" even though the payment had been confirmed?
-->The payment was not confirmed, it was created and remained in status "new"
For what reason did the remaining amount remain fully playable?
--> it's how it technically works, we cannot influence that.
Otherwise, where do you think you got the amount of over 4k for the gameplay?
We believe we've answered all of your questions. And we are afraid we cannot provide any more info re the case...
Kind regards
TranslationThe casino's current statements are in clear contradiction to the available evidence.
At the time of payout, there was a credit balance of over 4,900 CHF as actual credit in my account.
Furthermore, I have received multiple confirmations that the payment is being processed and that I should wait.
Based on these statements, I assumed that the entire requested amount was intended for payment.
The subsequent claim that only an amount of CHF 380 was available is incomprehensible to me and contradicts the available evidence.
I therefore request that Casino Guru examine this discrepancy.
TranslationGood day
I have sent you further documents and evidence to the specified email address.
These clearly and comprehensibly demonstrate that my account reflects the actual sequence of events. The evidence contained therein goes beyond the information uploaded here.
I deliberately chose to send the information via email in order to provide all relevant details completely and clearly.
Kind regards
TranslationGood afternoon, Mrs. Petronela
I wanted to find out about the current status, as it has already been 9 days since the case was opened.
Thank you very much
Kind regards
Hi Pinguin,
Thank you for your patience, and I’m sorry for my delayed reply.
I would also like to thank the casino for providing their explanation regarding the situation.
Pinguin, in order for us to move forward and fully understand what happened, I would like to kindly ask you to clarify one key point.
Could you please confirm whether you continued playing after requesting the withdrawal?
From the information provided so far, it appears that the withdrawal amount may have been split into several smaller transactions, which is not unusual. In such cases, if a player continues playing while these requests are still in a "new" or unprocessed status, the remaining balance can decrease accordingly.
If you had a total balance of approximately CHF 4,990 and only CHF 380 was successfully processed, this means that a significant amount remained available in your account. Such a balance would normally be clearly visible and noticeable, and any gameplay would directly reduce it.
I understand your point regarding the lack of a "reserved" or clearly marked withdrawal balance, however, I would like to clarify that the confirmation of a withdrawal request does not prevent or override any further actions taken from the player’s side, including continued gameplay.
Your confirmation on this matter will help us better assess the situation and proceed accordingly.
Thank you.
TranslationHello
Thank you for your feedback.
Yes, I continued playing after requesting a withdrawal – but not until several days later. By that time, more than five days had already passed. As far as I know, the usual processing time for withdrawals is a maximum of five days, which is why I assumed that the withdrawal had either already been processed or was about to be.
I was also repeatedly assured, both via email and chat, that the payouts were being processed and that I simply needed to wait. It was therefore clear to me that the entire requested amount was affected by this process.
The crucial point for me is that ultimately only a partial amount of 380 CHF was actually processed, while the remaining amount was neither executed nor marked as being in the process of being paid out.
The remaining amount was always visible to me as normal, available credit and not as already scheduled for withdrawal. However, I received multiple confirmations that the withdrawal was already being processed.
It was precisely this combination – visible credit balance without any indication and at the same time confirmation that the payout was in progress – that led me to assume that the process would continue correctly regardless.
Against this background, I cannot understand why, despite exceeding the usual processing time, only a partial amount was processed and the remaining amount was not handled accordingly.
Thank you for the further review.
Dear Pinguin,
Thank you for your cooperation and for providing all the information and supporting documents.
After carefully reviewing the case, we regret to inform you that we are unable to assist you further in this matter.
From the available evidence, it has been confirmed that the withdrawal request remained in a "new" (unprocessed) status and that the remaining balance was not reserved or deducted from your playable balance. This is a standard setup, where funds remain available for gameplay until the withdrawal is actually processed.
You also confirmed that you continued playing after submitting the withdrawal request. It is important to highlight that the amount in question was significant (over CHF 4,000). Such an amount could not reasonably be mistaken. The same funds cannot be both secured for withdrawal and simultaneously available for gameplay. The fact that this balance remained visible and playable clearly indicated that it had not been processed or reserved.
By continuing to play with these funds, the remaining balance was directly reduced.
Based on these facts, we find that the casino acted in accordance with its standard processes, and the outcome of the situation resulted from continued gameplay with available funds.
For these reasons, this complaint will now be closed as rejected.
I’m sorry we couldn’t assist you further in this case. Thank you for your understanding.
Best regards,
Petronela
Casino.Guru
