The player from Italy won a few thousand euros on Hero Vegas and submitted a withdrawal request, but the platform limited withdrawals to €500 per transaction. After numerous reminders, the platform refused the withdrawal on the 16th, which led the player to inquire about the regularity of this procedure given the lengthy withdrawal process. The player confirmed that withdrawals had been successful but consistently took 14 days, and the withdrawal limit was €500. Despite requests for further communication and documentation, the player ceased responding. Consequently, the complaint was closed due to the lack of cooperation, with the option for the player to reopen it later.
Vegas Hero Casino - Player’s withdrawal is delayed and restricted.
Closed
Our verdict
Player stopped responding
Amount: €500
Vegas Hero Casino
Safety Index:Below averageCase summary
Discussion
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3 months ago
Translation
Good morning,
On November 2, 2025, I won a few thousand euros on the Hero Vegas platform. The following day, November 3, 2025, I submitted a withdrawal request; however, the platform does not allow withdrawals exceeding €500 per transaction.
After numerous reminders, on the 16th they refused to let me withdraw. Considering that each transaction seems to take more than two weeks, the full payment of the winnings would take several months.
I would therefore like to know whether this procedure should be considered regular.
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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 Michele8888,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Vegas Hero Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Do I understand correctly that you have not made any successful withdrawals before?
- Could you please confirm that you have passed the KYC verification?
- Have you received an explanation of why your withdrawals are not being processed?
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
TranslationGood morning, the withdrawals were successful, but they take 14 days each, and the maximum amount I can withdraw is 500 euros.
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3 months ago
Dear Michele8888,
thank you for your reply.
I'm pleased to hear that your withdrawals have been processed successfully. I understand your concerns regarding the processing time and the withdrawal amount. Unfortunately, I'm unable to adjust these parameters, as the withdrawal limits are outlined in the terms and conditions you agreed to upon registration.
- Regarding the processing times, has this 14-day processing period been consistent across all your withdrawals? Or has this a happened only with your first withdrawal?
- How long have you been a player at this casino, please ?
Looking forward to your reply,
Katarina
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3 months ago
TranslationGood morning, I played at this casino for the first time a few days before winning. Yes, the long waiting times are repeating themselves with other withdrawals as well.
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2 months ago
Dear Michele8888,
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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2 months ago
Dear Michele8888,
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.
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2 months ago
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,
Katarina
Casino.Guru
