The player from Germany had not received his payout and was only receiving standard replies from customer support. He had requested three withdrawals of €500 each starting on March 27th but never received any payments. We had advised the player to allow the casino up to two weeks for processing withdrawals and kept the complaint open during that period. The player later marked the complaint as resolved, indicating that the issue had been addressed. The case was then closed with no further action required.
Vegas Hero Casino - Player's payout is delayed.
Resolved
Our verdict
Case closed
Amount: €1,500
Vegas Hero Casino
Safety Index:Below averageCase summary
Discussion
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3 weeks ago
Translation
Unfortunately, I haven't received my payout; support only responds with standard replies.
Automatic translation:
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3 weeks ago
Important notice:
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3 weeks ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It’s quite usual for withdrawal, 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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.
- Could you please advise when exactly you requested this withdrawal?
- Have you made any successful withdrawals before?
Thank you in advance for your reply.
Best regards,
Kristina
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3 weeks ago
TranslationI requested the payout on March 27th and have not received any other payout yet.
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3 weeks ago
TranslationI made three withdrawals of €500 each. I have never received any money.
The first request was on March 28th.
Automatic translation:
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2 weeks ago
Thank you for your reply. I understand that this situation may be frustrating, but I would like to emphasize that we typically allow the casino two full weeks to process each payment. I will keep this complaint open, and should there be no progress by the end of this period, we will take necessary action. Let’s remain optimistic, and I hope to receive positive news regarding your withdrawal soon. I appreciate your patience and kindly ask you to keep me updated on any further developments.
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2 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 DeineAufsichtsperson,
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,
Kristina
