The player from Austria had requested a withdrawal less than two weeks prior to submitting this complaint. Their money had not been received yet. The issue was marked as resolved by the player after communication with the Complaints Team. We confirmed the complaint was closed following the player's confirmation of resolution. The player was encouraged to contact us again if future issues arose.
Vegas Now Casino - Player believes that their withdrawal has been delayed.
Resolved
Our verdict
Case closed
Amount: €7,000
Vegas Now Casino
Safety Index 4.7 LowCase summary
Discussion
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2 months ago
Translation
Complaint against VegasNow Casino – Delayed payout (€4000) and lack of transparency
I would like to file a complaint regarding an outstanding payment of €4000 at VegasNow Casino.
The payout has been processed for over 7 days. I have fully completed all required verification processes (KYC) and submitted all requested documents. However, the payout has not yet been processed.
Every time I contact customer support, I only receive standardized replies stating that a "security check" is being conducted. When I ask for specific information about the status or details of this check, I am told that no further information can be provided.
I was also informed that my case had been forwarded to management. However, since then:
- no concrete updates
- no timeframe specified
- no discernible progress
This situation is very worrying for me because:
- my money is withheld without a clear explanation
- There is no transparency whatsoever
- the support team provides only repeated standard answers
- I receive no meaningful information about the status
Timeline:
- Payment request submitted on: [insert date]
Verification complete: Yes
- Current status: Pending (for over 7 days)
- Last response: "Security check / no further information available"
I request Casino Guru's assistance in clarifying this case and in working towards the following:
1. A clear explanation for the delay is given.
2. the review is completed promptly
3. My payment of €4000 will be processed immediately.
I can provide all relevant documents and previous communications if required.
Thank you for your support.
Automatic translation:
Public
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2 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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2 months ago
Dear CSper,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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2 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear CSper,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Karla
