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