Vegas Hero Casino - Player's withdrawal has been delayed and account issues.

So. I have made a win of 32,000€. I have played quite a bit of money in the company earlier. As soon as I made the win, I obviously stopped playing until the money was credited to me. And when I informed the vip to put me in the 25,000, the answer was that you will take it all, sir. Then you put me in 2,400€.. after that, waiting a week to get my money from the withdrawals, on the fourth evening, the vip manager sent me that for some reason my identification was requested and I can see it from my account.Nothing appears in my account. I have sent many emails and tried to chat to tell me what documents are needed to send them. The answer is none!!!! You canceled my withdrawals, telling me through chat that it is a technical problem.

And while all week they were telling me that they would be in the next few minutes, very soon and such. The vip manager disappeared. The messages are not delivered. I am honestly afraid that I will not receive my money.. I, despite this, have all the documents, all the personal information, to prove everything. I want my money immediately..

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 Sak96,

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

To help clarify your case, could you please answer the following:

• Can you log in to your account now?
• Which specific documents were you asked to provide for your identification?
• Have you received any written communication from the casino regarding your withdrawals?

We hope to assist you in resolving this matter as soon as possible. Thank you in advance for your reply.

Best regards,

Petra

I was simply asked for identification by the vip manager. My profile still says that no identification is needed. They didn't ask me for any documents. I sent my ID, bank card, utility bill, bank statements to their department on my own. No response yet from the vip or any of the departments.

Can I log into the account (still)?

I was not asked for any documents. I sent them on my own. Because they did not answer me. They only asked me for identification through VIP.

Regarding my withdrawals, for days now, they've been telling me that they're being processed.

The previous ones with them canceled the preparation (system error)

Today after how many days, the KYC department sent me to upload the documents to the page. I went in to upload. I uploaded all the documents. Then I was asked via chat to upload my address and ID again but I am not able to, as the indication that I need identification disappeared.

In the chat they told me to send them to the support department. I've sent everything for days now. No progress.

In addition, my withdrawals were blocked pending identification.

Dear Sak96,

Thank you for your reply and for providing the previous details.

To better understand your situation, could you please clarify the following:

• When did you request the withdrawal, and when were you asked to provide additional identification?
• Were any specific reasons given for the cancellation of your withdrawals?
• Could you please update me on your current verification status and Transaction history? If possible, please upload a screenshot of them to the thread.

Additionally, could you provide any further communication you have had with the casino? You can send the documents to: petra.h@casino.guru or upload them directly to the complaint thread.

Thank you again for your cooperation.

Good evening, I have sent you some images by email.

however.

14 days ago, I made a new withdrawal request.

7 days later, they rejected my withdrawal & asked me for identification in the conversation with the VIP. WITHOUT telling me what documents they needed.

At that time, I sent everything to the support & KYC Department..

After 4 days they sent me a message that I needed to upload them to the page (something that hadn't worked until that day). I uploaded them & as soon as I uploaded them, the option to upload documents disappeared.

After a chat, they told me to send them again via email.

I sent them, then the VIP replied to me via email, telling me not to worry as he had received the documents and forwarded them to the relevant department.

Today, 14-15 days after my last withdrawal request, I have no news about my money.

I'm honestly tired! It's not going any further. I haven't sent anything for days and suddenly the VIP sends me a message asking if everything is okay, I answer him and he disappears again for days. It's not possible! I'm stressed out and I want my money..

Dear Sak96

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.

Kind regards,

Petra

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

I received €800 today.. it was the first withdrawal out of the 3 I had pending for a month. And in the verification section, it now says that the account does not need identification.

In the chat they told me that it was identified. I have 3 more pending.. I'll wait..

You know what... they've been telling me for days that it's been verified, that it's been approved, and that I'll receive my money immediately. No news. I haven't received any withdrawals. And they keep lying to me. Sometimes they tell me that I'll receive it immediately, sometimes it's been approved, sometimes they tell me that it's still being processed. I don't know what's going on... honestly. The account was verified and I've yet to receive my money!

They haven't put in even €1 since Monday.

with an identified account!

I won't get my money, I know that.

I'm starting to get frustrated!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

They won't answer, this is all unfair. They are 10 days late and I still haven't received anything. I don't know what to say..

and another day, when the vegashero organization is missing..

They have been making fun of me since last Monday and saying the money is being processed. On Monday they told me they sent it.. today and yesterday they tell me again they are processing it.. they never answer me. They talk to me like boots… there is no one.. what is going on guys??? We won't get the money after all???

Dear all,

thank you for contacting us.

Just wanted to let you that we are currently checking the withdrawal issue with the relevant department. Once there is update we will let you know.

However for the balance the customer is referring to - some of it was already withdrawn(2 withdrawals completed on 15th of April) and the other was used. There is currently only one pending withdrawal in the account.

Thank you for the understanding, if you have any further questions please do not hesitate to contact us.

Best Regards,

Team Vegashero

I have a withdrawal that has been going on for 2 weeks!

As soon as it was used, they responded here.

The €800 euros that I have requested to withdraw have been pending for 12 days. What are they examining for 12 days? My details? Since they have the details & have proceeded with 2 withdrawals. The €30,000, at the rate they are going, I would receive them in November 2028.

I therefore demand the immediate payment of any of my winnings, specifically the €800, tomorrow, which is the last business day of the 2nd week!

Thank you, Vegas Hero Casino, for the information.

Dear user,

Please inform us of the disputed value of your complaint so we can correct it.

Thank you.

Respectfully,

Romi

The problem has not been resolved. I will resort to filing a complaint with the Greek gaming authority to close this particular one, at least in my country.

The reasons are obvious. They were 1 month late with the payments. They never responded. And they expect other players to lose money so that you can get paid.

the complaint is pending

Dear user,

Please let us know if there is any withdrawable amount in your account. If not, we will have to proceed to rejecting this complaint.

Thank you.

Respectfully,

Romi

Do you collaborate with casinos?

Please reply to my question.

Thank you.

Dear Sak96,

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,
Romi
Casino.Guru