Vegas Hero Casino - Player's withdrawals are significantly delayed.

Hello everyone,

I wanted to share my current issue with Vegas Hero regarding my withdrawals, in case someone has experienced something similar or can give advice.

I requested three withdrawals more than three weeks ago, and I am still waiting. The live chat support is not helping at all – sometimes they tell me I don’t need to verify, sometimes that I am already verified, and then they just kick me out of the chat. Other times, the live chat doesn’t even work.

I have also sent around 15 emails to their support, but I only received four replies. Every single time they just tell me I need to verify my account. The problem is: I already completed my verification two days after my win, when the option was still shown in my profile. Now there is no verification option visible in my account anymore, but they still keep telling me I need to verify.

I have already sent all required documents twice by email, but they still insist on more. For example, they now want an Apple transaction history from a month ago, which I can’t even access anymore. I keep resending everything, but nothing changes – they just keep asking me again to verify.

To make things even worse, in their latest email they actually threatened that if I don’t upload the documents, they can suspend my account within 30 days and even withhold my money.

At this point, I don’t know what else to do. I just want my money, but I feel completely stuck and ignored.

Has anyone had the same experience with Vegas Hero or knows what I could do next?

Thanks in advance.

Hello,

Thank you very much for submitting your complaint. I’m truly sorry to hear about the difficulties you’re experiencing.

Please understand that KYC (Know Your Customer) verification is an important and mandatory process designed to ensure the security of both players and the casino. Since online casinos cannot verify identities in person, this is the only way to confirm that the account and funds belong to the rightful owner. Licensed and reputable casinos treat this step with great care, and although it can sometimes take a few working days to complete, it is carried out to protect you and prevent any misuse of your account.

To better understand your situation and move the process forward, could you please provide the following details:

1. Which documents did you upload to your casino profile after your win?
2. Could you please explain why you're unable to access your Apple transaction history?
3. Has the casino requested any additional documents from you recently, and if so, which ones?
4. Are there any documents that are currently pending verification?

I truly hope we will be able to help you resolve this matter as quickly as possible. Thank you in advance for your reply and cooperation.

Best regards,

Veronika

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

Nach meinem Gewinn sollte ich zunächst lediglich ein Selfie mit meinem Ausweis in meinem Profil hochladen – das war noch problemlos möglich. Danach wurden jedoch weitere Unterlagen angefordert, die ich auch vollständig eingereicht habe:

Bankauszüge vom 15.06. bis 15.07.

Apple-Transaktionshistorie (soweit technisch möglich, da nur die letzten 15 Transaktionen einzeln abrufbar sind – die restlichen Transaktionen sind in meinen Kontoauszügen enthalten, wie auch im Apple Wallet beschrieben)

Selfie mit Ausweis

Einkommensnachweis

Damit habe ich alle verlangten Dokumente eingereicht. Weitere Unterlagen wurden von mir nicht gefordert.

Die erforderlichen Dokumente habe ich schon Mittwoch letzter Woche das erste Mal eingesendet per Mail.

Trotzdem zieht sich die Bearbeitung in die Länge, und es passiert seitdem nichts mehr. Für mich wirkt es so, als ob die Auszahlung unnötig hinausgezögert wird.

Ich bin wirkich sehr aufgebracht. Können sie das überhaupt nicht einfach so machen. Es gibt nichts was dahin deutet das ich Geld auf ein anderes Konto auszahlen wollte. Außerdem habe ich 2 PdF Dateien von 2 Monaten meiner Bank als Verifizierung gesendet und als Dank für 3 Wochen warten wird mein Konto gesperrt und mein Geld behalten.

Am I correct in understanding that the casino has now blocked your account? If you received any emails regarding this action, kindly forward them to me at [email protected]. Please include all other communication that could be relevant to the investigation of your case as well. Thank you for your cooperation.

Ja sie haben tatsächlich mein Konto gesperrt mit der Begründung ich hätte an andere Spieler ausgezahlt oder Geld transferierte

Veronika thank you very much at First. I send you all Information over the last days that I send or ir recived. I send you the Documents with my Player Email which I used for the sign up there.

Hello MomoReyZ,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika 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 Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you very much, MomoReyZ, for providing all the necessary information. I will now transfer your complaint to my colleague Peter ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello there,

Thank you MomoReyZ for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Vegas Hero Casino for their help in resolving this complaint. We would like to know why the player's account was closed and winnings confiscated.

Thank you!

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.

Danke dir Peter,

aber ich habe schon psychisch damit abgeschlossen das ich hier um 1.500€ betrogen wurde. Ich hab täglich Mails geschrieben am Ende wurde mir nicht einmal mehr darauf geantwortet. Ich habe mich auch mit den DoItPartners in Verbindung setzen wollen die explizit dieses Casino promotet und bewirbt dort habe ich auch von keinen der 7 Manager oder Ähnliches eine Antwort erhalten. Nach täglichen zuspamen deren Insta Account wurde mir dann schließlich geantwortet mit der Nachricht sie bewerben nur diese Casinos und können mir nicht helfen ich solle mich doch mit dem Casino Support auseinandersetzen. Wirklich ein reiner Witz dieses Casino. Ich warne jeden davor dort ein Account zu erstellen und vorallem dort einzuzahlen.

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Peter