The player from Germany had been waiting for a withdrawal for two weeks and had reached out to support multiple times, receiving various reasons for the delay. The player confirmed that he had not made withdrawals before and was still in the process of verifying his account. After providing the necessary communications regarding his issue, the remaining amount was paid out. The complaint was marked as resolved by the Complaints Team.
Vegas Hero Casino - Player’s withdrawal is delayed.
Resolved
Our verdict
Case closed
Amount: €450
Vegas Hero Casino
Safety Index:Below averageCase summary
Discussion
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3 months ago
Translation
I have been waiting for my payout for several weeks, have contacted support multiple times but have always been put off for different reasons.
Automatic translation:
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3 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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3 months ago
Dear Jonsi17,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Vegashero (https://vegashero2.com/de/). 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 to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Katarina
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3 months ago
TranslationHello,
No, I haven't made any withdrawals before.
I still had to verify my player account.
No, I didn't play with a bonus.
Automatic translation:
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3 months ago
Dear Jonsi17,
thank you for your reply.
Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.
Kindly notify me here in the thread once the email has been sent.
Looking forward to your reply.
Katarina
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3 months ago
TranslationSo, the remaining amount was indeed paid out today.
Automatic translation:
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3 months ago
Dear Jonsi17,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Katarina
Casino.Guru
