Vegas Hero Casino - Player claims that payment has been delayed.

I requested a withdrawal at VegasHero. Support informed me that my account would receive a verification request shortly and that withdrawal processing depended on it.

No verification request was ever sent. Instead, my withdrawal was later canceled.

I contacted live chat multiple times and received only vague answers such as "as soon as possible."

I am willing to complete any KYC immediately, but no request has been provided. I believe the withdrawal was unnecessarily delayed and then canceled without proper justification.

I request that the casino either:

Reprocess my withdrawal immediately, or

Send the required KYC request without delay.

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.

Dear aleksimikael,

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 aleksimikael,

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.

Hello,

Still same situation and nothing new. All withdrawals has been cancelled and I could not make new withdrawal. All my money are in casino balance. They have not asked any KYC documents, and they tell the same every day in live chat, that KYC Department will be in touch as soon as possible.

Dear aleksimikael, 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

Hello,

27.4. Casino broke radio silence and they asked KYC documents from me. So I have sent them and now I am waiting.

• I have not done withdrawals before on that casino
• I have not passed KYC yet, it has been started
• I had welcome bonus and I successfully did the wagering requirement
• I did play casino
• I will send you email

br Aleksi

Dear aleksimikael,

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, Peter Č., (peter.c@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

Hello there,

Thank you aleksimikael for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Vegas Hero Casino for their help in resolving this complaint. We would like to know what the issue is with the withdrawal and what we can do to help the player receive their winnings.

Thank you!

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.