The player from Argentina faced a problem with a delayed deposit of ARS 250,000 made into the casino, which had not appeared in his account after 24 hours. He was frustrated with the lack of communication from support and demanded a refund to his Mercado Pago account rather than a late credit to his game balance. The issue was escalated by the casino to the external payment service provider for investigation, and the player insisted on a manual refund without wagering requirements or fees. The casino waived the withdrawal commission, but the player's account was closed immediately after the withdrawal request. The player was informed that the transaction was completed on the casino side, but he insisted the casino must ensure the funds reached his Mercado Pago account. The complaint was marked as resolved after the player confirmed receipt of the funds.
V.Vegas Casino - Player's deposit is delayed.
Case closed
Amount: $250,000 ARS
V.Vegas Casino
Safety Index 9.8 Very highCase summary
Translation
Yesterday, I made a deposit of ARS 250,000 in good faith, motivated by the excellent 9.8 rating this casino has on its platform. My intention was to use the funds immediately; however, 24 hours have passed and the balance is not showing up in my account, nor have I received any clear answers from support.
Clarification regarding mediation timelines: I am fully aware that CasinoGuru typically recommends a waiting period of 48 to 72 hours before formally intervening. However, I am filing this complaint now to establish an immediate precedent regarding the casino's breach of contract. The delay in processing a deposit via e-wallet is unacceptable and undermines the trust placed in the site.
Request: Due to this negative experience, I no longer have any interest in using the site. I demand a refund of my 250,000 ARS to my Mercado Pago account. I will not accept a late credit to my game balance, as the service was not provided in a timely manner.
I will contact you again within 48 to 72 hours to update you on the status of the case and request that the complaint be processed with all mediation powers if the money still does not appear.
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.
Dear Martinluppo,
Thank you very much for submitting your complaint. I’m sorry to hear about the delay with your deposit.
Thank you as well for sharing the payment receipt. According to the screenshot, I can see that a transfer of ARS 250,000 was made via Mercado Pago on May 7, 2026.
I would also like to mention that, in cases involving delayed deposits, we usually recommend waiting up to 30 days before considering the funds officially lost, as payment processing delays can sometimes occur between payment providers and casinos. At this stage, it is not yet clear whether the issue was caused directly by the casino or by a third-party payment processing delay.
In order for us to better understand the situation and assist you further, could you please clarify a few additional details?
- Have you already contacted the casino support regarding this issue? If yes, what was their latest response?
- Is the deposit currently marked as "pending," "failed," or does it not appear at all in your casino account?
- Have you successfully deposited or withdrawn with this casino in the past using the same payment method?
You may also forward any relevant communication with the casino, screenshots, or additional documents directly 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
TranslationDear Petronela,
Thank you so much for your help. Regarding your questions, here is the requested information:
Support Contact: I have contacted customer service on several occasions. Their last response was that the deposit "has not been recorded" and they keep asking me to "check with my bank," even though I have already provided them with the official receipt.
Transaction status: The deposit appears in my casino transaction history as "failed";
Previous successful deposits: Yes, and I have a very important update on this. After the 250,000 ARS deposit failed, I made a test deposit of 50,000 ARS using the same Mercado Pago account and the same method. This second deposit was credited instantly.
Crucial point: The fact that the 50,000 ARS deposit worked perfectly proves that my bank is NOT the problem and that the payment channel is active. The casino is specifically holding the 250,000 ARS transaction.
I have already sent the bank statement and a comparison between the successful and missing deposits to your email address. I do not want the funds credited to the casino; due to this experience and the lack of support, I request a full refund to my original payment method.
Sincerely, Martinluppo
Dear Martinluppo
Sorry to hear you faced issues
According to our log, you attempted to make at least 9 deposit transactions in the disputed amount, can you please clarify the ID of the transaction you are referring to?
Regards
Dear Martinluppo
The ticket to the external PSP was created. It may take some time, we will update you accordingly when the response gets received.
Regards
TranslationThat's exactly what I asked for from day one. It's frustrating to have wasted four days reading excuses and blaming my bank, when the solution was as simple as escalating the ticket to the technical support provider from the start.
As I mentioned, I have the receipts and the transaction ID confirming that the money left my account. I hope the process with the external provider is faster than your chat support and that the refund to my Mercado Pago CVU is processed as soon as possible. I await confirmation of the refund.
Hi Martinluppo,
Thank you for the update and for clarifying the situation further.
I understand your frustration, especially considering that you had already provided the payment confirmation and that another deposit using the same payment method was processed successfully. I can see why this raised concerns from your side regarding the handling of the specific transaction.
At this stage, however, it appears that the casino has now escalated the matter to the external payment service provider for investigation, which is an important step in resolving delayed or failed deposit issues of this type. Unfortunately, investigations involving PSPs can sometimes take additional time before the funds are either credited or returned.
For now, I would recommend allowing the casino and the payment provider some additional time to complete the investigation and provide an official outcome regarding the disputed transaction.
Dear Vulkan Vegas Casino,
Thank you for escalating the matter to the external PSP. Could you please keep both the player and us updated regarding any progress, estimated processing time, or confirmation whether the disputed funds will be refunded or credited?
Thank you in advance for your cooperation.
TranslationThank you, Petronela, for your follow-up. I understand the external provider's timeline, but I want to be very clear on one point to avoid future confusion: I will not accept the funds being credited to my casino balance.
If I allow the funds to simply be credited to my account, I'm essentially giving the casino permission to take as much time as they want with a process that normally takes 15 minutes. Furthermore, if I had such trouble depositing, I have no intention of wasting any more time dealing with a potential withdrawal. I'm not going to be bound by the rule of having to wager the entire amount at least once before I can withdraw it.
My trust in this platform is nonexistent due to their mismanagement and the four days of excuses I received. I'd rather spend that money on any other site that has the decency to process payments promptly and correctly. Therefore, I demand that the only resolution be a manual refund to the Mercado Pago CVU account I already provided.
TranslationDear Petronela, as I suspected, the casino ignored my refund request and just credited the 250,000 ARS to my game balance. I reiterate that I DO NOT accept this solution . I will not use the platform nor will I wager this money to meet withdrawal requirements, as the service failed from the start. I demand that the casino issue a manual refund to my Mercado Pago CVU as originally requested. The money remains untouched in my account and will stay there until it is returned to the sender.
TranslationWhen I tried to withdraw, the system charged me a 20% fee (p. 8.11.6) for not having wagered the funds. It is unacceptable to be penalized for not wagering money that:
It took him 5 days to show up because of the casino.
It was not requested in the game balance, but as a refund.
Technical support lied to me throughout the entire process, blaming my bank.
I demand that the Vulkan Vegas representative process the withdrawal manually, waiving any fees or wagering requirements, as the service has been faulty from the start. I'm not going to give away 50,000 ARS to the casino because of their mistake.
First of all, I would like to thank the V.Vegas Casino Team once again for their cooperation in this matter and for waiving the commission fee on the withdrawal.
Martinluppo,
At this stage, I would kindly ask you to confirm once the withdrawal has been successfully processed and the full amount has been received on your side.
I also understand your frustration regarding the delay and communication during the process. However, based on the available information, it appears that the issue was related at least partially to the external payment provider investigation and not solely caused by the casino itself. The important part is that the disputed amount has now been made available without the previously applied commission.
Please keep us updated regarding the withdrawal status.
TranslationHi Petronela, I've already requested the withdrawal. As soon as it's deposited, I'll leave a note and mark the problem as resolved.
TranslationI wanted to inform you that the casino blocked my account immediately after I requested a withdrawal of 250,000 ARS (which, given the terrible service they provided, is actually a favor). Because of this, I no longer have access to monitor the transaction status. I request that the casino representative confirm via this channel the estimated time for the funds to appear in my Mercado Pago account, as I did receive an email. 
But it's difficult to control it on my profile if they closed the account. When I confirm the money, then close it and do whatever you want.
Sure, Martinluppo
Please inform us when the money reaches your account.
The status of transaction on a casino side is finished, and thus the account was immediately closed based on your decision above.
Kind regards
TranslationThe fact that the status appears as "completed" on your platform is an internal accounting process for you, but it does not guarantee receipt of the funds. Please remember that your payment provider is a contractor for you, not for me. I have no connection or communication channel with them; you do.
Therefore, it is your responsibility to monitor the actual status of the transfer until it reaches my account. Do not consider the process complete or expect me to act as an intermediary with your own payment processor. Track the transaction using ID 62a4a2f2-3d76-4f2c-831d-76e2a4a5c797 and ensure the funds reach their destination.
As I said, I will only update here once the money has been credited. Until then, the problem remains unresolved.
Dear Martinluppo
Please make another withdrawal via any available payout method within the cashier.
Regards
TranslationYour request for a second withdrawal attempt is explicit confirmation that the information you previously provided in this forum was inaccurate. The "completed" status you claimed was nothing more than an internal accounting process on your platform, while my money never left your control.
It is absolutely unacceptable that, after a 4-day delay in crediting my deposit and another 7 days of back-and-forth with false information about the withdrawal, they intend to pass the cost of their payment provider's (PSP) inefficiency on to the user. I have had to spend 11 days dealing with this simply to recover my capital due to the ineffectiveness of their support channels.
To correct the logistical deficiencies of your system with virtual wallets, I have entered the cashier section and generated a second withdrawal request, this time via direct bank transfer (CBU).
I demand that you process the approval and manual disbursement of these funds immediately. I will not tolerate any more delays, technicalities, or attempts to shift responsibility onto your external contractors; the management and risk associated with your suppliers is the sole responsibility of your company.
TranslationDear Petronela,
I confirm that the 250,000 ARS corresponding to the second withdrawal request have finally impacted my bank account.
I am extremely grateful for your time, your efforts, and the mediation space provided by CasinoGuru, which was essential in resolving this issue due to the lack of response from the operator.
As far as I'm concerned, the matter is resolved and the complaint can be closed.
Sincerely,
Martinluppo
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Martinluppo,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Petronela
