The player from Italy reported a frustrating experience with VegasHero, claiming that the site consistently offered unaccepted bonuses and promotions while blocking payouts during slot sessions. He found it suspicious that winnings often disappeared or games stopped unexpectedly, and emphasized his lack of trust in the platform. We requested supporting evidence such as screenshots and game history to verify the claims, but the player failed to provide sufficient or usable proof despite reminders and an extended deadline. Due to the lack of response and necessary information, the complaint was closed without resolution.
Vegas Hero Casino - Player’s winnings are being blocked.
Closed
Our verdict
Player stopped responding
Amount: €1,500
Vegas Hero Casino
Safety Index 5.5 Below averageCase summary
Discussion
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4 months ago
Translation
Terrible experience with VegasHero. They keep offering bonuses and promotions even when they aren't accepted, constantly pushing you to play. The most absurd thing is that during slots sessions, just when they seem ready to pay out or enter the bonus, the site blocks everything or cancels the winnings in a very suspicious manner.
Slots go into bonus mode and suddenly the payout disappears or the game stops for no reason. Even when you manage to get some change, it's almost impossible to go above a certain amount—€100. And this is after spending a lot of money in a single weekend.
Personally, I strongly advise staying away from this site. I also had a negative experience with sports betting: unfavorable odds, questionable management, and zero trust in the platform. For me, one of the worst sites I've tried.
PS
This is one of many attachments, others are videos where the slots do not pay while they are in bonus
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4 months ago
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.
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4 months ago
Dear NA081NA,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any supporting evidence, such as screenshots or videos, possibly your game history with the exact time of the incidents, along with any relevant communication to veronika.f@casino.guru? Have you stopped playing right after the incidents occurred?
Meanwhile, please check our article explaining "How slot machines are programmed" https://casino.guru/how-slot-machines-work-math#how-are-slot-machines-programmed and maybe it’ll help to understand how servers communicate with players and what issues might occur on the way.
Please understand that without any supporting evidence, we can’t proceed further with this case, as it would be close to impossible to confront the casino.
Looking forward to hearing from you. Thank you in advance for your understanding.
Best regards,
Veronika
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4 months ago
TranslationHere are several examples of unpaid winnings at the moment. Unfortunately, I can't upload the videos to prove what I'm saying.
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3 months ago
Thank you for your emails.
Unfortunately, the videos you sent could not be loaded. Would it be possible for you to send them again, perhaps as separate files?
Also, the screenshots you provided are missing important context. While I can see some winnings displayed, it is impossible to determine whether the winnings were actually credited to your account. It would be much more helpful if you could send screenshots from the game together with the screenshots of your gaming history from your casino profile so that we can compare the amounts shown in the game with the amounts actually credited to your balance.
Please make sure that the gaming history clearly shows the game round IDs, so they can be compared with the IDs visible in the screenshots from the game itself.
Thank you in advance for your cooperation.
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3 months ago
Dear NA081NA,
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.
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3 months ago
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,
Veronika
Casino.Guru
