Vegas Hero Casino - Player's account is closed and withdrawal is delayed.

Hello this is the second time I send you a complaint about this casino.

First time you said that you cannot help because I played live sports.

I would to mention that this casino didnt tell me why my account is closed. Also asked for me to send them my bank details to complete the withdrawal. I did but nothing happened. Moreover they don't even reply to my emails.

Isn't that a scam behaviour?

In my opinion this is unacceptable regardless if I played sports or casino.

Thank you for your time.

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 Nikosav,

Thank you very much for submitting your complaint.

I’m sorry to hear about your experience and the lack of communication from the casino regarding your account closure and withdrawal.

To better understand your situation and determine how we can assist you, I would like to ask you a few additional questions:

• When was your account closed, and were you given any reason at all (even a general one)?
• When was the last time you contacted the casino, and have you received any response since then?
• Could you clarify whether your balance consists of real money, bonus winnings, or a combination of both?

Please note that while complaints related to sports betting are outside our standard scope, the situation you describe regarding account closure, lack of communication, and unpaid balance is something we would like to review more closely.

If you have any relevant communication with the casino, please feel free to upload it here or forward it to petronela.k@casino.guru so we can examine it in detail.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Ο λογαριασμός μου έκλεισε περίπου στις 25 Ιανουαρίου. Δεν μου δόθηκε καμία εξήγηση για το κλείσιμο του λογαριασμού μου. Τελευταία φορά μου έστειλαν email στις 17 Φεβρουαρίου στο οποίο μου ζητούσαν να του στείλω την ταυτότητα μου και μια selfie. Ενώ εγώ τα έστειλα, δεν μου απάντησαν ποτέ ξανά.

Δεν έχω πάρει κανένα μπόνους.

Μου κρατάνε τα χρήματα μου χωρίς καμία εξήγηση και χωρίς καμία απάντηση. Αυτό είναι απάτη!

Hi Nikosav,

Thank you for your reply and for providing additional details.

Before we proceed further, I would like to ask one more important question that could help us better understand your case:

• Have you ever made any successful withdrawals from this casino in the past?

Additionally, if you have any further communication with the casino (especially regarding the verification process or your submitted documents), please feel free to share it with us.

Thank you.

Ναι έχω κάνει δύο αναλήψεις στο παρελθόν.

Εγώ από τη μεριά μου έχω στείλει ότι ζήτησαν, δεν έχω να κρύψω τίποτα.

Αυτοί όμως δεν μου απάντησαν ποτέ.

Η συμπεριφορά τους είναι απαράδεκτη.

Κρατάνε τα χρήματα μου και δε μου τα δίνουν, ούτε καν μου μιλανε!

Dear Nikosav,

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, Romi (romana.r@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.

Dear user,

I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Vegas Hero Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Vegas Hero Casino,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi

Dear all,

We truly appreciate your patience.

We would like to inform you that we are working on the request with the highest priority.

Best regards,

Vegashero Team

Dear Casino Guru,

We require the player to provide us with:

ID & Selfie: Photo of his ID (both sides) and a selfie.

Selfie ID AOS, which is a selfie photo holding the ID document with our website in the background.

It should look like this - https://prnt.sc/i0vu4rbTuJ0r.

Payment Method: A photo of card ending in 2890. Ensure the CVV and middle digits are covered.

Transaction History from January.

Kind Regards,

Vegas Hero Team

Dear Nikosav,

We truly appreciate your patience.

We have contacted you via email. Please check it when possible.

Thank you for the cooperation.

Best regards,

Vegashero Team

Dear Nikosav,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Γεια σας

Δεν έχω λάβει κανένα email από το casino guru.

Έχω στείλει τα έγγραφα και σε εσάς και στο vegashero casino και μου είπαν ότι θα μου απαντήσουν όταν εξετασθούν αλλά δεν έχω λάβει ακόμα καμία απάντηση και έχουν περάσει πάνω από δύο εβδομάδες.

Dear user,

We from Casino Guru did not contact you, but the casino representative wrote that they have. Please check it as soon as possible, and update us about the situation.

Thank you.

Best regards,

Romi

Ναι στις 25 Απριλίου μου ζήτησαν τα έγγραφα αυτά. Τους τα έστειλα για τρίτη φορά και από τότε δε μου έχουν απαντήσει ξανά.

Dear all,

We truly appreciate your patience.

We would like to inform you that the KYC team is working on the request. Once there is any update, we will inform you immediately.

Best regards,

Vegashero Team

Dear Nikosav,

Thank you for the patience.

We would like to inform you that we have contacted you via email. Please check it when possible.

Best regards,

Vegashero Team

I have sent everything you asked for and I still don't have process.

Hello everyone, my name is Matej and I will be taking this complaint over from my colleague Romi. I have familiarised myself with this issue, and will do my best to help the mediation process to move towards successful resolution.

Dear Vegas Hero Casino, could you pelase confirm if you have received all necessary documents from the player, or if anything is still missing? Thank you.

Dear Nikosav,

Thank you for the cooperation.

Please be informed we have contacted you via email as your last provided document does not show all needed details. Please check our email letter when it is possible.

Best regards,

Vegashero Team

Dear Nikosav,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Matej
Casino.Guru