The player from Hamburg had requested a withdrawal of three payments of €500 each from VegasHero Casino two weeks prior but had still been waiting since March 9th, 2026. He had provided relevant screenshots and noted that his account remained unverified. The player had experienced repeated issues with the casino's verification process, including rejection of a valid ID and inconsistent requests for additional documents, which had delayed the payout. Despite ongoing communication attempts, the casino had maintained that documents were still required, while the player reported no recent requests or emails. The complaint was ultimately closed at the player's explicit request after over eight weeks without resolution or payment.
Vegas Hero Casino - Player's withdrawal request has been delayed.
Closed
Our verdict
Other
Amount: €3,105
Vegas Hero Casino
Safety Index 5.6 Below averageCase summary
Discussion
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3 months ago
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Hello, I deposited at VegasHero Casino and played with a first deposit bonus.
All sales conditions were correctly met.
I have been waiting for my first payout since March 9th, 2026!
A total of 3 withdrawals of €500 each were requested. (See screenshot)
Deposit was made via crypto, withdrawal was also requested via crypto.
You only get standard answers from the live chat that lead nowhere.
I've attached screenshots of my previous withdrawal requests.
My account hasn't been verified yet. According to the website, it doesn't need to be.
I've also attached a screenshot of that.
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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
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Vegashero.
Please allow me to ask you a few questions so I can better understand the situation.
- Could you please advise how long you were a player at the casino and when exactly your payouts were blocked?
- What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
- Did you achieve your current balance with the help of a bonus?
- 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
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3 months ago
TranslationHello, I played with a casino first deposit bonus, all conditions were met.
I requested my first payout on March 9th. Nothing has happened since.
The casino only responds with standard replies... I don't have any screenshots of that.
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3 months ago
TranslationUnfortunately, there has still been no communication or payment!
I used the bonus to play at the casino...
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3 months ago
Hello iak00,
We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.
Thank you for your understanding and ongoing patience.
Best regards, Casino Guru
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2 months ago
TranslationThere has still been no contact or payment!
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2 months ago
Dear iak00,
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, Munya (munya.s@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
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2 months ago
Dear iak00,
I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.
At this point, I would like to invite a representative from Vegas Hero Casino to join this conversation and assist in addressing the complaint.
Dear Vegas Hero Casino,
Could you please provide your comments regarding this matter?
Thank you in advance for your cooperation and for sharing any relevant information.
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2 months ago
Dear iak00,
Thank you for reaching out to us.
We are writing to confirm that your request regarding your withdrawals have been successfully submitted and forwarded to the appropriate department for further review. Our team is currently assessing the information provided.
We sincerely appreciate your patience, cooperation, and understanding during this process.
Yours sincerely,
Vegashero Team
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2 months ago
Vegas Hero Casino
Thank you for your dedication to addressing this issue. I appreciate your efforts and look forward to receiving an update from you following the review by the appropriate department.
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2 months ago
TranslationJust like with Funbet (same provider), vegashero is also causing major problems with verification!!
I received a verification request today.
I uploaded my ID, but it was rejected because it expires next month.
What's the problem? The document is still valid! And therefore it's an official document!
I don't have any other document and I won't get any in the next 3 weeks either!!!!!!!!!!
The document is valid, so accept it!
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2 months ago
TranslationAccording to customer support, my ID card has now "apparently" been approved.
A reply was received via email (see attachment).
I'm still waiting for my payout!!
Next, I'll probably be asked to confirm my deposit, even though this could have happened a long time ago....
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2 months ago
TranslationToday I logged into my account and when I click on verification it says I should upload the following documents...
It's nice that you can't see what they mean... but look at the screenshots, then you'll understand what I mean...
I have now sent an email to KYC email support with further documents... (these documents were also requested and approved by Funbet!)
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2 months ago
TranslationThe next email I received said I should send a new ID after all 😂😂😂
This casino is the biggest scam!!
Never play there!!!!!
Look at the last email! It clearly states that my ID has been approved!
There is still no new ID! The document remains valid and counts!
I won't send anything.
Furthermore, they want another selfie from me. This time with my new ID card, which doesn't exist, and the casino in the background.
How do they imagine that working? That you buy a projector and then project the casino onto a wall or something? 😂😂😂
Just when you think it can't get any worse, they pull something else off.
SCAM CASINO
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2 months ago
iak00
Thank you for providing the updates. In the screenshot you shared on April 17, 2026, I noticed that your ID was verified and there was a request for a selfie verification. Could you please let me know if you completed the selfie verification soon after receiving the request?
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2 months ago
iak00
Thank you for your confirmation.
Vegas Hero Casino
In light of the players' testimonies, could you please provide clarification regarding the verification process and the subsequent handling of players' withdrawal requests? Your assistance would be greatly appreciated.
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2 months ago
TranslationIt's still not possible to upload anything because nothing is visible!!!
Now casino.guru has extended the answer option for these criminals as well 😂
It's all unbelievable here.
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2 months ago
iak00
Thank you for your update. I would like to emphasize that Casino Guru ensures all parties involved in a dispute are given equal and adequate time to respond. This approach is essential for a fair evaluation and timely resolution of complaints. I kindly ask for your patience as we await the casino's response. Please be assured that I will do everything in my capacity to facilitate a fair resolution to this issue.
Regards.
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2 months ago
TranslationPlease don't misunderstand me, but this casino is far from fair. Their terms and conditions state that withdrawals are processed within 3 days.
I've been waiting for over 6 weeks and my account isn't even verified yet...
It is wrong to call this fair.
I still thank them for their help, of course.
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2 months ago
Dear iak00,
I truly understand your concerns and empathize with your situation. However, it is important that we allow the resolution process to proceed as intended. We will continue to await a response from the casino. If we do not receive a reply, the complaint will regrettably be marked as unresolved, which will have an impact on the casino's rating.
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2 months ago
Dear All,
Thank you for your patience.
Please rest assured that we are working to complete the review as quickly as possible. Once the evaluation is finalized, we will contact you promptly with the outcome or any further steps that may be required.
We sincerely appreciate your patience, cooperation, and understanding during this process.
Yours sincerely,
Vegashero Team
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2 months ago
Vegas Hero Casino
Thank you for your response. We would greatly appreciate a timely update from you, considering the duration the player has been waiting for a resolution to this matter.
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2 months ago
Dear iak00,
Thank you for your patience.
We are still waiting for the requested documents to proceed with your review.
Please reply to the email we had sent previously with these files at your earliest convenience.
Best regards,
Team VegasHero
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2 months ago
TranslationI have no idea what they're talking about... I haven't received any emails lately! My account says no further documents need to be uploaded!
See screenshot!
Over seven weeks have passed, folks! Neither verification nor payment has been successful!
Stay away from here!
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2 months ago
Vegas Hero Casino
Could you please provide your comments on the player's submission, particularly in regard to the difference between the player’s profile and your request for verification? Additionally, would it be possible for you to either resend the email to the player or utilize this platform to communicate your requirements to them? Alternatively, you may consider using your live chat for this purpose.
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2 months ago
TranslationSo I've gambled my account down to zero.
A reminder to everyone... never play here! Even after 8 weeks, there's been no response to verification or payout requests!
Casino Guru is absolutely no help, and I think they're in cahoots with them. After all, someone has to finance them 😉
So this crap can be closed.
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2 months ago
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.
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1 month ago
We’ve closed this complaint in accordance with the player’s explicit request. While we are sorry that we could not offer more assistance in this particular case, we fully respect the player’s decision.
Please remember that you are always welcome to reach out to us again in the future. If you encounter any issues with this or any other casino, whether related to withdrawals, verification, account access or anything else, our team is ready to assist.
If you change your mind or feel you need our support, we will be here to help.
