Vegas Hero Casino - Player’s withdrawal has been delayed.

Unfortunately, I have been waiting for my next payment for over 2 weeks and nothing is happening

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Dear Liebenele,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 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?

Have you accumulated your winnings with or without an active bonus?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Veronika

Hello, yes, I've already had one successful withdrawal. The casino only delays payouts for an extra fee; you can only withdraw €500 per day and a maximum of three consecutive withdrawals. In principle, that's not a problem. The issue is that after the first withdrawal, which took over two weeks, they stopped making further withdrawals. I've now been waiting for over two weeks again. Their terms and conditions state three days.

They are deliberately delaying the payout; after the first payout, I haven't received any further payments. It's also pointless to contact them via chat, as they just say that the finance department is working on it.

Please forward all communication between you and the casino’s customer support regarding the delay in processing your payments to veronika.f@casino.guru, or post screenshots here. Also, kindly specify whether you played with or without a bonus. If you played with a bonus, please include a link or screenshot of it.

Additionally, send a screenshot of your transaction history showing your most recent withdrawal requests.

Thank you for your cooperation.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Liebenele,

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,

Veronika