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 a couple of days or even weeks and might be delayed by KYC verification or a high volume of requests, so she was advised to wait up to 14 days and cooperate with the casino. The complaint was then marked as resolved by her, so we closed the case as resolved.
Vegadream Casino - Player’s winnings haven’t been received yet.
Resolved
Our verdict
Case closed
Amount: €900
Vegadream Casino
Safety Index 6.6 Above averageCase summary
Discussion
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3 weeks ago
Translation
Hello
I requested a withdrawal of €900 on September 7th, 2026, which hasn't been processed to this day. I played without a bonus, and my account was fully verified before I requested the withdrawal. This is my first withdrawal there, and I played without a bonus. I know you're supposed to wait up to 14 days, but after reading these negative reviews here and on Trustpilot, I'm really doubting whether I'll get my money. In the live chat, if you want to speak to a person, you wait more than 30 minutes. And when someone does answer, the chat is cut off after a short time. In emails, they always say the same thing: that withdrawals are delayed due to high volume. Unfortunately, it's always the same email that all the other players waiting for their money receive. They're probably delaying the withdrawal so you keep playing. I have a feeling something's not right here.
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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 Gretche70,
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
TranslationAfter I informed the casino that I had filed a complaint with Casino Guru, they paid me out today, September 16th. Unfortunately, I don't consider this a reputable casino where you have to wait nine days for your money despite being verified.
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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 Gretche70,
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
