Vegas Hero Casino - Player believes that their withdrawal has been delayed.

Good morning

I've requested two withdrawals of €980 each from Vegas Hero after 8 days, and they just keep giving me the runaround in the chat and haven't credited the funds. I also have €16,150 in my account that I'm waiting to withdraw. What can I do?

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Dear Chipota,

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

Dear Chipota,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

I still haven't received anything, and I've complained every day.

Have we heard anything about my claim? It's been 18 days and I haven't received anything, and I urgently need the money.

Dear Chipota, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Karla

Good afternoon, yesterday I was asked for documentation to verify the account, I am waiting for a response.

Dear Chipota,

Thank you very much for your update.

I understand that the casino has recently requested additional documents to verify your account. Please keep me informed once they respond regarding your verification.

In the meantime, I would kindly ask you to answer the questions from my previous message, as they are important for me to fully understand your case:

• Have you made any successful withdrawals from this casino before?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? You can send emails or chat transcripts to karla.m@casino.guru or attach screenshots directly to this complaint thread.

Thank you very much for your cooperation. I look forward to your reply.

Karla

I answer the questions.

I have made other withdrawals without any problems.

I accumulated the profits with an active bonus

Win it all at the casino

There are many complaint emails; if you'd like, I can send you the last response they gave me yesterday. I'll send it to your email tomorrow.

Dear Chipota,

Thank you for your reply.

Unfortunately, I have not been able to locate your email in my inbox.

Could you please let me know which email address you used to send the documents and communication? This will help me search for your message more effectively. If necessary, you can also resend the email to karla.m@casino.guru.

Thank you in advance for your cooperation. I look forward to your reply.

Karla

I just sent you an email, Karla

It's been 40 days and my withdrawals are still blocked.

Dear Chipota,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martina, (martina.b@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Karla Mayfly

Dear Chipota,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Vegas Hero Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case and state the reason why the player´s withdrawal had not been processed yet?

Thank you in advance for providing the information.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.