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

They're not paying my withdrawals, and before they paid me without any problem, up to 15 withdrawals between €200 and €1000.

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Hello,

Thank you very much for submitting your complaint. I'm sorry to hear about the issue you're experiencing. Please allow me to ask you a few questions to better understand your situation.

• What types of games did you play to accumulate your winnings?
• Did you accumulate these winnings with or without using a bonus?
• Have you completed the full KYC verification at the casino, or at least submitted any identity documents for verification?
• Has the casino provided any explanation for the delay in processing your withdrawal?

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

Best regards

Veronika

Hello

Good afternoon, the prize was from a slot machine, there were no bonuses or anything.

On April 2nd I earned €30240, I made two withdrawals, one of €280 and another of €500, the third was €700 on April 6th.

They just keep giving me the runaround in the chat; I think I'm being scammed. Please, I need your help to recover my winnings.

I made several previous withdrawals and had no problems, about 15 withdrawals of up to €1000 each, but after winning the big prize, nothing at all. Thanks and regards.

I have screenshots, balance, video of the winning play, in short, everything.

Please, I need your help; this can't stay like this.

Thank you in advance

I cancelled the withdrawals and made another one for €600 to see what happens

I did well

I've also gambled around a thousand euros to see if they can see I'm still waiting. Greetings.

When are you going to answer?

Thank you for your responses, and I sincerely apologize for the delay in replying. We are currently managing over 1,400 active complaints. While we strive to respond as quickly as possible, it is not always feasible to address all messages immediately. We have a 7-day response window for each complaint and will always get back to you as soon as we can. Thank you for your patience and understanding.

Please forward me all communication between you and the casino’s customer support regarding the delay in processing your payments to veronika.f@casino.guru.

Also, could you please specify which slot game and game provider you used to accumulate your winnings?

I already sent him everything I have: screenshots, balance, etc.

Dear Beticomay

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, Lucia (lucia.s@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,

Veronika

Hello Beticomay,

My name is Lucia and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Vegas Hero Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Lucia

Good afternoon Lucia, thank you for everything

I've already spent a large sum of the €21,500; I only have about €5,000 left. Let's see if they at least pay me this much.

They are shameless to do this to people

Greetings and thank you

Dear Lucia,

We have sent an email attached with evidences for your further review.

Dear Beticomay,

Upon conducting a review of your account in connection with your concerns regarding your withdrawal request, we have observed that your prior pending withdrawal requests were cancelled on your part, and the corresponding amount was appropriately utilized in the slots.  

Please be advised that we currently do not observe any pending withdrawals or an active balance associated with your account. 

We trust that this information will assist in clarifying the matter for you.  

Our team extends its best wishes for your future endeavors. 

Kind regards,

Vegas Hero Casino team.

Dear Beticomay,

Could you please provide clarification on the matter at hand and confirm whether there are any funds currently available for withdrawal in your casino account? Thank you for your assistance.

Dear Beticomay,

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,
Lucia
Casino.Guru