The player from Germany had been waiting for a withdrawal for less than two weeks. Unfortunately, their payout hadn’t been received yet. We explained that withdrawals could take several days or weeks due to KYC checks or a high volume of requests, and we asked him to wait at least 14 days before further escalation. The player then confirmed the issue was resolved, and we marked the complaint as resolved in our system.
Vegadream Casino - Player’s winnings haven’t been received yet.
Resolved
Our verdict
Case closed
Amount: €1,650
Vegadream Casino
Safety Index 6.8 Above averageCase summary
Discussion
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3 weeks ago
Translation
I haven't received my payment for days.
I am currently very disappointed with Vegadream. I requested a withdrawal of €1,650 and have been waiting for my money since 11:49 AM on August 12, 2026.
The support team did respond to my inquiry, but the payout still hasn't been completed. What's particularly frustrating is that customers aren't given any clear information about when the money will actually be transferred.
With a sum of this size, one expects fast and, above all, transparent processing. I sincerely hope that my payment will still be processed correctly, but my experience so far has definitely been disappointing.
I will update the rating as soon as anything changes.
Automatic translation:
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3 weeks 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.
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3 weeks ago
Dear Dragan23,
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
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3 weeks ago
TranslationThank you for your feedback and explanation. I understand, of course, that payouts can sometimes take a little longer and that certain checks are necessary.
However, since I have been waiting for my payment for several days and have completed all the necessary steps on my end, I would be very grateful if you could still review my case now and support me.
I sincerely hope you can perhaps inquire with the casino about expediting the payout. It would be a great help if you could mediate now, instead of waiting another 14 days.
Thank you so much for your support and your efforts. I truly appreciate it and hope that the matter can be resolved soon.
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3 weeks ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Dragan23,
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,
Jean
