Vegas Hero Casino - Player's withdrawal is delayed and funds are withheld.

I am submitting a complaint regarding Vegas Hero for failing to process my withdrawal after an excessive and unjustified delay.

I am a VIP Level 5 player and won approximately £56,000 on the platform over 6 weeks ago. Since then, only around £6,000 has been paid out in small instalments, while the remaining balance of approximately £50,000 continues to be withheld.

I have fully complied with all verification (KYC) requirements and have provided every document requested, including:

Proof of address

Verification of multiple payment cards (front and back)

Bank statements in original PDF format

Apple Pay transaction history

Confirmation regarding expired/virtual cards

Additional ownership verification documents

Despite this, the casino continues to:

Repeatedly request the same documents already provided

Delay responses for several days at a time

Provide no clear explanation for withholding my funds

Avoid giving any timeframe for withdrawal processing

This is no longer a standard verification process. The repeated requests and ongoing delays appear to be a deliberate stalling tactic rather than a legitimate compliance requirement.

I have made every effort to cooperate and resolve this directly with the casino, but I am now being ignored or given generic responses with no progress.

Due to the length of time (over 6 weeks), the amount involved, and the lack of transparency, I am requesting immediate assistance to resolve this matter and secure the release of my remaining balance.

I am prepared to provide all supporting documentation and communication history upon request.

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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.

• Did you achieve your current balance with the help of a bonus?
• Do I understand correctly you are still able to submit the relevant documents to the casino via its website?
• Do I understand correctly that some of the cards the casino wants to verify are expired? When did you use them to deposit?
• Which documents have you provided to attempt to verify these cards?
• Are the expired cards associated with bank accounts you provided bank statements for?
• Could you please share with me your communication with the casino regarding the issue? 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

Subject: Re: Vegas Hero Complaint – Full Details & Responses

Dear Tomas,

Thank you for your response and for looking into my complaint.

Please see below full clarification of my situation:

1. Bonus usage

No – my balance was not generated using any bonus. All winnings were from real money deposits made via my own funds.

2. Ability to submit documents

Yes, I have repeatedly submitted all requested documents via the casino’s website and email.

However, the issue is that Vegas Hero keeps asking for the same documents again and again, without approving them or giving a clear reason for rejection.

3. Expired cards

Yes, some of the cards they are asking to verify are now expired. These cards were used for deposits earlier in my activity (primarily February–March 2026).

4. Documents provided to verify cards

I have already provided:

Photos/screenshots of the cards (where available)

Bank statements showing the deposits made to Vegas Hero

Apple Pay transaction history (as requested)

Proof that certain virtual cards are no longer active

Full transaction history covering the relevant period

Despite this, they continue to request the same information again without progressing verification.

5. Link between cards and bank accounts

Yes – all cards used (including expired ones) are linked to my personal bank accounts, and I have provided official bank statements clearly showing the transactions to the casino.

6. Communication with the casino

The situation has now been ongoing for over 6 weeks.

I initially had a balance of approximately £56,000 in winnings

I have only received around £6,000 in withdrawals (with a £1,500/day cap)

Approximately £50,000 remains locked in my account

Communication has been extremely poor:

Long delays between replies

Generic responses stating "finance team is reviewing"

No clear explanation of what is missing or incorrect

Repeated requests for documents already submitted

I have also been in contact with a VIP manager ("Angel"), but this has not led to any resolution.

At this stage, I believe the casino is intentionally delaying the verification process rather than making a genuine effort to complete it.

I will send over full email and chat transcripts/screenshots to your email address shortly for your review.

I appreciate your assistance and hope you can help push this toward a fair and timely resolution.

Kind regards,

Ryan ****

Casino is requesting:

"official cancellation letter" (not issued by banks)

You have:

Provided statements + proof of ownership

They continue to delay without justification

You used girlfriend’s address when registering

Your official ID is linked to your permanent address

You have provided proof of identity + ownership

Hello Tomas,

Thank you for your response and for looking into my case.

I would like to clarify a few important points to ensure full transparency.

At the time of registering my account, I was temporarily residing at my partner’s address, which is why that address was used during sign-up. However, my permanent and official address is my mother’s address, which is reflected on my identification documents (including my driving licence). I have provided this as part of the verification process.

I have fully cooperated with all verification requests and have submitted the following multiple times:

Proof of identity (driving licence)

Proof of address

Official bank statements

Transaction history clearly showing deposits made to the casino

Evidence of account ownership

Despite this, the casino continues to request an "official bank confirmation" for cancelled or replaced cards. I have contacted my bank (NatWest), and they have confirmed that they do not issue such documents. Therefore, this is not something I am able to provide.

I have instead supplied reasonable and legitimate alternatives, including full bank statements and transaction records, which clearly demonstrate ownership and usage of the payment methods.

It has now been over six weeks since my winnings were generated, and despite full compliance on my part, my withdrawal has still not been processed. The casino continues to request documents that are either already provided or do not exist, which I believe constitutes unreasonable delay.

I am more than willing to cooperate further if genuinely required, but I cannot provide documentation that is not issued by my bank.

I would appreciate your assistance in reviewing whether the casino’s requests are reasonable and in helping to move this matter towards resolution.

Thank you again for your support.

Thanks for the clarification and your patience and cooperation.

I went over the information you provided here and via email.

Please note that registering with incorrect personal information is a serious breach of the casino's terms and conditions. Failing to do so will mean you won't be able to pass account verification and withdraw winnings. Breaching this rule makes it impossible for us to intervene on your behalf. Please check our fair gambling codex for players: https://casino.guru/guide/fair-gambling-codex-for-players

Only use your own name and correct personal details (address, contact information, etc.) when creating a casino account.

If your details in other online casinos are similarly incorrect, we recommend that you don't deposit or play further on those accounts. Instead, it's advisable to contact support in order to fix the personal information found in your player's account as soon as possible. Always register with verifiable details, and avoid registration using temporary accommodations information.

We also recommend against threatening chargebacks. Threatening a chargeback might be viewed as a fraudulent action against the casino. We reserve the option to cease mediation or not publish complaints upon learning that the player threatened or went through the chargeback procedure. Going through a chargeback might affect you in other online casinos as well.

After careful consideration, we decided to reject your complaint as unjustified based on the findings above. Not registering with your verifiable personal information is something you should avoid in every online casino; otherwise, you might face similar issues with verification and payout. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with any online casino in the future. Whether it is a question, a concern, or a new issue that needs to be looked into, our team is here and ready to support you.