Vegas Hero Casino - Player's deposit is delayed.

Deposit never got credit the site. Chat dont know what crypto is. This was sent from my wallet 10/03.

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Dear Hansenboss,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you’re experiencing.

If your deposit has never been credited to your casino account, the only thing I can recommend is contacting your payment provider for an investigation. Please keep in mind that this process can be complex and may take up to a month. In such cases, the casino’s ability to intervene is often limited.

I’m sorry that we can’t provide more immediate assistance at this time. However, I will leave this complaint open for a month, and I kindly ask you to keep us updated on any progress.

Thank you for your understanding.

Best regards,

Veronika

Hi, Thanks for the reply. Now I don't know if you know exactly how crypto transfers work? If you transfer from one wallet/address to another, it takes anywhere from 5 minutes to 1 hour. If I have sent to a wallet address that the site has provided, they have received my money to their wallet. And no, this is not a bank, you cannot inquire about a transfer. Here the Casino is sitting on my money and refusing to investigate what has happened.

Thank you for your reply. I understand your point regarding how cryptocurrency transactions work, and you are correct that transfers are usually processed relatively quickly once sent.

However, in situations like this, it is still essential to verify several key details—such as whether the correct wallet address was used, whether the transaction was successfully confirmed on the blockchain, and whether the destination address truly belongs to the casino. Without this verification, it cannot be conclusively determined that the funds were received by the casino. Therefore, please allow me to ask you a few questions to clarify your situation:

• Have you previously made any successful crypto deposits into this casino?
• Could you please confirm that you used the correct deposit address? I noticed you are experiencing a similar issue with another casino, so I would like to rule out any potential technical or input-related error.
• Have you received any updates from the casino’s customer support in the meantime? If so, please forward any relevant communication to me at veronika.f@casino.guru.

You can close this!

Hello Hansenboss,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

We’ve closed this complaint in accordance with the player’s explicit request.

Please remember that you are always welcome to reach out to us again in the future. If you encounter any issues with this or any other casino, whether related to withdrawals, verification, account access or anything else, our team is ready to assist.

If you change your mind or feel you need our support, we will be here to help.