Vegas Hero Casino - Player's withdrawal is delayed.

I won a total of €3,500 on vegashero.com on November 1, 2025. I have successfully withdrawn winnings from there in the past. Due to withdrawal restrictions, I was only able to request €1,500. After the withdrawal request on November 1, 2025, no KYC (Know Your Customer) verification was initially required. A request for documents arrived 13 days later, on November 13, 2025. Uploading the documents was not possible through my account. So, on November 13, 2025, I sent them all by email. Receipt was confirmed. Nothing happened until November 25, 2025. On November 25, 2025, I logged into my account, and all the documents were requested again. This time, I was able to upload them. One of the requested files was sent by email. Since then, there has been no response or review. The withdrawals are now a month old. The casino advertises payouts within 3 days and document verification within 24 hours. We are far from that.

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.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Vegas Hero Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• When was the last time you received a payout from the casino?
• Were you in contact with casino support via live chat at any point? When was the last time the casino support contacted you overall?
• Could you please share with me your communication with the casino regarding the verification requirements? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

Hi Tomas,

Die letzte Auszahlung war am 24.08.

Es gab Kontakt zum Support. Ein paar Screenshots leite ich dir weiter. Die Antworten auf meine Fragen sind sehr skurill und Auskünfte zu Verifizierungen und erforderlichen Unterlagen gibt der Support nicht.

Ich leite dir gleich alles weiter.

Unfortunately, there has been no change in status at Vegashero to date. The documents were demonstrably first made available on November 13th.

Dear MarcelR,

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, Karla (karla.m@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,

Tomas

Dear Vegas Hero Casino Team,

My name is Karla, and I will be assisting with this case.

I have carefully reviewed the player’s communication, including the confirmation of document submission and the repeated attempts to complete verification. From our side, everything appears to have been submitted correctly and in accordance with standard KYC requirements.

To avoid any further delays, I would kindly ask you to clarify whether the player’s documents have been received and reviewed by your verification department.

If there are any outstanding issues or if something specific is preventing the completion of the verification process, please feel free to let me know here. If you prefer not to discuss certain details publicly, you may also contact me directly at karla.m@casino.guru at any time.

Thank you very much for your cooperation. I look forward to your update.

Hi Karla,

At first thank you.

It give a new update in my Casino Profile at Vegashero.

They send a new request for the mifinity Details.

They have received the transaction statement in PDF via mail and the screenshots i have uploaded before.

Hi Karla,

Even though I sent the Mifinity PDF extract and screenshots weeks ago, I've re-uploaded the requested documents and sent them by email.

I also sent this email to you.

To be honest, I'm starting to feel like I'm being taken for a ride.

Vegashero will probably take at least another two weeks to review everything...

As a supplement:

I already sent Vegashero the official Mifinity statement for the requested period via email on November 25th.

However, the payments are only visible on this statement without the account numbers.

Therefore, I submitted screenshots of the three payments to Vegashero via Mifinity with my initial document submission, showing both the sender's and recipient's accounts.

Good morning Karla,

Since the original bank statement I sent from Mifinity on November 25th in PDF format was apparently not accepted, I contacted Mifinity in writing to ask if they could send me a bank statement that meets the casino's requirements.

Mifinity cannot provide this bank statement in the required format. They can only provide a complete breakdown in Excel or the bank statement I already sent.

I'll forward the correspondence to you.

Hi Karla,

It give a new update. Now in my profile stand that a verification is required and that i have to uplad the following documents. But there stand nothing and an upload is not possible

The answer from the chat. At the mkment they need not more and the verification is in progress.

Vegashero tell every day the same. I will get an update via mail. But nothing happen. The withadrawls are still open since 1,5month and they reveice all details for kyc on 13.11....over one month for checking....

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.

Hi Karla,

I don't think Vegashero will respond to your case anymore? However, Monsterwin is run by the same person and does respond to cases there. Perhaps you could try contacting them as well?

Thanks

Marcel

Hi Karla,

I don't think Vegashero will respond to your case anymore? However, Monsterwin is run by the same person and does respond to cases there. Perhaps you could try contacting them as well?

Thanks

Marcel

Hi Karla,

I don't think Vegashero will respond to your case anymore? However, Monsterwin is run by the same person and does respond to cases there. Perhaps you could try contacting them as well?

Thanks

Marcel

Hi Karla,

I don't think Vegashero will respond to your case anymore? However, Monsterwin is run by the same person and does respond to cases there. Perhaps you could try contacting them as well?

Thanks

Marcel

Until today no responce and the kyc process is also not finished by vegashero.

Dear Marcel,

I would like to update you on the current status of your complaint.

The casino has contacted us and requested additional time to review the matter in detail and prepare a proper response. According to their message, they are still checking the case internally and asked us to extend the response timer so they can provide an update.

For this reason, we have allowed a short extension. I understand this situation is frustrating, especially given how long the verification process has already taken, but at this stage we need to give the casino the opportunity to formally respond.

I will keep you informed as soon as there is any new development.

Good morning Karla,

Thank you for the information.

It's incredibly frustrating. I had to provide all the KYC documents multiple times, even though they were demonstrably submitted.

I didn't play any games prohibited from using bonus funds and I adhered to the maximum bet limit with bonus funds.

I haven't made many deposits at Vegas Hero and haven't been playing for very long. Therefore, I don't understand the lengthy verification process.

Regards,

Marcel

As a supplement: this is the game ID from which the win resulted: https://www.cnpmciozgh.net/F82jIFjXA3

After the win, I continued playing this slot and then switched to another slot from the same provider.

I don't have a second account with this casino.

The lengthy KYC process is completely incomprehensible, especially given my prompt cooperation.

It's funny that they're still accepting deposits and I could play. However, verification and withdrawals aren't possible...

Good morning Karla, I've forwarded you an email reply from last week. In it, I'm also asked to contact support@frumzi.com. The answers are the same as in the chat. They promise expedited processing and a response...

DearMarcelR,

I would like to update you on the current status of your complaint.

I have contacted Vegas Hero Casino directly via email and requested a clear update regarding the progress of your verification and withdrawal.

I specifically asked them to clarify the current stage of the review and to provide a concrete status so I can pass accurate information on to you.

At the moment, we are awaiting their response.

As soon as the casino provides an update, I will inform you here without delay.

Thank you for your continued patience. I understand how frustrating this situation is, and I am monitoring the case closely.

Hi Karla, there's a new update in my profile. The three withdrawals from November 1st to 3rd were canceled by Vegashero and added to my balance. I can't submit a new withdrawal request because they're currently blocked.

Dear Marcel,

Based on the email communication you shared, the casino is entitled to request KYC verification at any time, even if previous withdrawals were successful.

At this stage, it is important to remain calm and fully cooperate by submitting all documents exactly as requested by the casino through the specified channel.

To ensure full transparency and avoid any misunderstandings, please forward to me all documents submitted to the casino as well as all relevant communication you receive from them.

Completing the KYC process according to their instructions is currently the best way to allow the verification to be finalized as soon as possible.

I will continue monitoring the case closely and will follow up with the casino regarding the blocked withdrawals once the verification review progresses.

Good Morning Karla,

The first request for KYC from Vegahero was from 13.11. An Upload was only possible fpr the ID. So i send all via E-Mail.

I send you all Details which i send in E-Mail Part 1 an Part 2. The request from kyc@vegashero from 13.11 was the only which i get via Mail from the kyc Department. 

On 25.11 they requested all Files a second time. I Have Upload the same Dosuments which i send on 13.11 now in my Profile. The Mifinity Statement i send over Mail. I send you this in E-Mail Part 3. Also with the Screenshots what vegashero requested.

On 10.12 they requeted the Mifinity Details a third time. I Upload them and send them also via Mail. I send you the files in E-Mail Part 4.

On 11.12 i send a seperate bank statement from Mifinity where all transactions are vissible. I send you this in E-Mail Part 5.

Since 11.12 stand in my Profile that Documents are requeted. But there stand no more nothing and an Upload is not possible. All Browser, Cookies Clean..the same. I have asked in the livechat what they need more but they say all is fine. The Screenshots for this are in the Thread. 

The Mails which i send to Vegashero and the answers i have send you in the past.

Since the 13.11 i only get answers from the support. No Mail from the KYC Deparment. 

Good morning Karla,

As an addendum:

On December 11th, the support chat confirmed that all documents were received and verification would take place shortly. Screenshots of this are in the thread.

Nothing happened.

On January 6th, I was assured of a response from the responsible department within a few hours. I also sent you a screenshot of this.

Nothing happened.

On January 7th, I was promised feedback from a VIP manager.

Nothing happened.

I have received no response to my email inquiries asking if anything else is needed or what the problem is on the casino's end.

Dear MarcelR ,

I would like to update you on the current status of your complaint.

At this moment, I am waiting for a formal response from Vegas Hero Casino directed to Casino Guru.

I have requested that the casino communicate directly with us and provide a clear explanation and any relevant evidence regarding the prolonged verification process and the blocked withdrawals.

Once the casino responds, I will review their statement carefully and inform you immediately of any developments.

If the casino fails to cooperate or does not provide a sufficient response within the allowed timeframe, the complaint may need to be concluded as unresolved.

Thank you for your continued patience and cooperation.

Unfortunately, there's no update to my profile. It's been 2.5 months now.

Last week, I was informed in chat that a provider review is underway...the kyc is also open...

We have contacted the casino again and asked them to communicate directly with Casino Guru so we can properly mediate your case. The casino replied that they have been communicating only with you so far and requested your email address, which we have now provided.

At this moment, we are waiting for the casino to share a clear explanation regarding the reason for the withdrawal delay and the current status of your payment. We will keep following up and update you as soon as we receive a meaningful response.

Thank you,

Karla

Hi Karla,

Thanks for the update.

It's frustrating that Vegashero asked you for more time three weeks ago to provide a comprehensive statement, and now they don't even know which customer account the complaint belongs to.

My communication with Vegashero has been limited to the recurring statements I've already sent you.

The promised response within a few hours this morning, as with the promises of the past few weeks, unfortunately didn't materialize.

Hi Karla, today they upload a new request for one deposit which is nearly 6 month old...

They requested a proof of ownership for a crypto wallet. This is still not possible. There is no name... No E-Mail in the wallet.

The winnings not result from this payment and i did not understand that they requested this detail not with all other requested files...

Hi Karla, 

I upload it also in the profile at vegashero.com

Vegashero is requesting documents that are impossible to provide. Therefore, I have sent the transaction confirmation again with an explanation via email:

Dear ladies and gentlemen, 

"I send you the krypto deposit from July in this mail. 

Please note that in the self-custody wallet no name and no mail is. Another documents for the verification are not possible in this case."

Thanks Marcel

Good morning Karla,

Unfortunately, the casino hasn't responded to my email.

The verification of the crypto transaction is still pending.

I find it incomprehensible that Vegashero accepts anonymous payment methods like crypto deposits, yet when it comes to winnings, this anonymity is completely disregarded, and documents are requested that cannot be provided.

Since the verification has already been dragging on for over two months, and I provided all the standard industry documentation two months ago, my frustration is even greater.

The fact that, after two and a half months, they are now requesting verification of a six-month-old anonymous crypto payment using my name and address clearly demonstrates that Vegashero is deliberately delaying the KYC process.

Hi Karla,

Since the casino unfortunately didn't respond to my email, I asked the live chat to forward the information that it's an anonymous wallet to the KYC team.

Unfortunately, the live chat didn't comply with this request either.

I will send this information again via email, as requested by the chat...

Hi Karla,

I received a reply from Vegashero and forwarded it to you.

The account will only be verified once I submit a screenshot of the wallet showing my name. Otherwise, verification cannot be completed.

The explanation that it's an anonymous self-custody wallet and that this proof isn't available is being ignored.

It's simply outrageous.

Hi Karla,

I sent this also to vegashero via Mail:

Dear Sir or Madam,

as explained several times already, this is an anonymous self-custody wallet. I am trying to meet your requirements as best as possible. Attached is the transaction report with the name I use for my German tax return, and another screenshot of the transaction. Since I use a different address for each casino deposit due to anonymity requirements, the statement only shows the transaction to Vegashero.

Hello, MarcelR

Forwarding message from Vegashero Casino team, to keep everything in complaint thread:

Rue (Vegashero)

19 Jan 2026, 09:03 EET

Dear Casino Guru Team,

Thank you for your follow-up. To move forward with the verification process and resolve the pending withdrawal for the player (REDACTED EMAIL BY CASINO GURU), we require the following documentation:

Proof of Wallet Ownership: A screenshot of the crypto wallet used, clearly showing the wallet address and account profile.

Proof of Deposit: The Transaction ID and confirmation details for the crypto deposit made in July.

Since we do not have login access to the forum to post this ourselves, could you please post this request on the complaint thread on our behalf? Once the player provides these documents and we can access the account details, we will provide a comprehensive update on the withdrawal status.

We appreciate your mediation and will keep you informed as the process moves forward.

Best regards,

Vegashero Casino Team

Dear Vegas Hero Casino Team,

Thank you for your update.

Considering the player’s explanation that the crypto deposit was made via a self-custody wallet that does not display personal identification details, we would like to ask the following:

Is it possible to complete the verification using an alternative payment method or different supporting documentation, for example:

• verification based on previously used and successfully verified payment methods, or
• standard KYC documents already submitted (identity, address), without requiring proof that cannot technically be provided for a self-custody crypto wallet?

Please let us know whether an alternative verification approach is available in this case, or if the verification cannot proceed without the specific crypto wallet proof requested.

Thank you for your cooperation. We look forward to your clarification.

Karla

Good morning Karla,

A welcome update. My account has been verified and I was able to request my first withdrawal again.

Thank you so much, and also to Vegashero for your participation and for resolving the issue.

I will mark the case as resolved once all withdrawals have been processed.

Dear Marcel,

Thank you very much for the update, I’m glad to hear that your account has now been verified and that you were able to submit a new withdrawal request.

Please let us know once all your withdrawals have been fully processed and received, or if you encounter any further issues during the payout process. This will allow us to properly conclude the complaint.

Thank you for your cooperation.

Karla

Hi Karla,

Ok. The first withadrawl from last week was payout today.

I write when the other payout are proceed.

Thanks

Marcel

A short Update:

Only one withdrawl is finish.

500€ withdrawl on 22.01 - proceed on 27.1

500€ withdrawl on 23.01 - delayed

500€ withdrawl on 24.01 - delayed

500€ withdrawl on 27.01 - delayed

1500€ are still on my balance because only 3 open withdrawls are possible.

Casino Terms: 3 Working Days after request.

Hello Marcel,

Thank you for the update. Please keep us informed of any further changes, especially once the remaining withdrawals are processed or if any new issues arise.

Kind regards,

Karla

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

Dear MarcelR,

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,

Karla