The player from Austria has requested a withdrawal less than two weeks prior to submitting this complaint. The payment hasn’t been processed yet.
Vegadream Casino - Player claims that payment has been delayed.
Opened
Current status
Waiting for a delayed payment
3d 20h 33m 3s
Vegadream Casino
Safety Index 6.6 Above averageCase summary
Discussion
Public
Public
3 hours ago
Translation
I've been waiting for over 10 days for my three withdrawals totaling €1,200. My account is fully verified, but the money remains untouched in "requested" status. Support is simply stalling and stubbornly refusing to process the payments.
According to customer service, my player account is fully verified. However, the usual processing times of 1 to 3 business days – as stated by major casino portals like casino.org for Vegadream – have long since been massively exceeded. When I pointed this out to support, the absolutely ridiculous excuse I received was that casino.org isn't their official website and therefore they weren't bound by it!
Additionally, they're playing a game with email aliases: Even though I'm writing from my registered email address (@gmail.com), their system constantly accuses me of using the wrong address (simply because Google internally distinguishes between gmail and googlemail). Even with evidence, all I get is standard bot garbage to stall for time.
I demand the immediate release and transfer of the €1,200 to my payment account. Anyone who behaves so unprofessionally and blocks payments for over 10 days shouldn't be surprised by public complaints.
Automatic translation:
Public
Public
3 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
3 hours ago
Dear Frezy,
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
