The player from Germany requested a withdrawal 2 months ago, on May 10th, and had not yet received the funds. He was fully verified, but the casino was not adhering to its own withdrawal speed limits. He reported that some winnings were paid out, including €15,000 in total, but several withdrawal requests were repeatedly canceled on the due date and had to be resubmitted. We closed the complaint as resolved after the casino confirmed the winnings were processed and the player confirmed receipt of the funds, so no further investigation was conducted.
V.Vegas Casino - Player’s withdrawal has been delayed.
Resolved
Our verdict
Case closed
Amount: €25,000
V.Vegas Casino
Safety Index 9.8 Very highCase summary
Discussion
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3 weeks ago
Translation
I've been waiting for my withdrawals since May 10th. They're not adhering to their own withdrawal speed limits. I'm fully verified.
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3 weeks ago
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3 weeks ago
Dear jakobh,
Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention. To help me fully understand the situation and assist you as quickly as possible, could you please answer a few brief questions?
- Do I understand correctly that you have pending withdrawal requests that have not been processed yet?
- Have you made any successful withdrawals from your account previously?
- Were your winnings accumulated while a bonus was active, or without an active bonus? If a bonus was active, please specify which one.
We will do our best to resolve this issue promptly. Thank you in advance for your reply.
Best regards,
Kristina
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3 weeks ago
TranslationDear Kristina,
Yes, there are still some withdrawals pending. I received one today. Sometimes a deposit bonus was active, sometimes not. The issue is with delayed withdrawals. 20% (€5000) of the withdrawal amount has now been paid out. My problem is that Vvegas isn't adhering to its own limits regarding withdrawal speed. The entire amount should have already been paid out.
Best regards
Jakob
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2 weeks ago
Thank you for your reply, jakobh. Could you please let us know the current status of your withdrawal requests — are they shown as "pending" or "processed" in your casino account? If possible, please attach a screenshot of your withdrawal history in this thread so we can review it.
Have you contacted the casino about this issue? If so, please forward all relevant correspondence between you and the casino to kristina.s@casino.guru, or you may post it here. Once we have that information, we’ll review it and advise on the next steps. Thank you in advance.
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1 week ago
Dear jakobh,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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1 week ago
TranslationDear Kristina,
I've attached a screenshot of the withdrawals. The problem is that V.Vegas keeps claiming they're being rejected for technical reasons and that I should submit new requests. However, my requests are always rejected on the exact day the withdrawal deadline is due. So the casino isn't following its own rules. The communication took place in the live chat, but I don't have any screenshots of it.
Best regards,
Jakob
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6 days ago
Greetings,
According to our records, the player already received 15k.
Please confirm.
Also, is there any violation of terms, that casino breached, so that we can investigate internally.
Regards
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6 days ago
TranslationGreetings,
I received the €15,000, but that's not the point. I don't understand why my withdrawal requests are always canceled on the due date. This delays the payout and violates the terms of service regarding withdrawal speed.
Greetings
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2 days ago
Dear jakobh,
We're glad to hear that you have received your winnings. It appears that all your withdrawal requests have been successfully processed. Therefore, we will not be conducting a further investigation into the matter, as there could be various reasons for the cancellations that are beyond the casino's control. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Kristina
Casino.Guru
