The player from Germany has requested a withdrawal less than two weeks prior to submitting this complaint. Their money hasn’t been received yet.
Vegadream Casino - Player believes that their withdrawal has been delayed.
Opened
Current status
Waiting for a delayed payment
8d 10h 53m 46s
Vegadream Casino
Safety Index 6.8 Above averageCase summary
Discussion
Public
Public
13 hours ago
Translation
Hello CasinoGuru Team,
I requested a withdrawal of 1580.00 EUR to Revolut on 15.08.2025.
Payout ID: 3637013991
Casino: Vegadream / Vega Dreams
Casino username: [ENTER YOUR USERNAME HERE]
My full name at the casino: [ENTER YOUR NAME HERE]
Status as of today, August 20, 2025: "requested" - never processed.
- KYC status: verified / green
Real money, no bonus active
- Wagering requirements met (1x deposit wagered)
- The name on the Revolut account matches the casino account 100%.
I have contacted support several times ( support@vegadream.com I only receive automated AI responses from "Vega's Team, the AI Agent of Vegadream.com" with boilerplate text like "we are connecting you with a representative" and "will be processed by the finance department, depending on volume." No human responds, no transaction ID.
I request assistance so that my payout is finally released and paid out.
Attached are screenshots as proof:
1. Status "requested" + KYC green
2. AI responses from support
Thanks!
Automatic translation:
Public
Public
13 hours 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
13 hours ago
Dear Sinem328,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
Sensitive attachment
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5 hours ago
TranslationMy KYC is excellent, no problems whatsoever.
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