The player from Austria had requested a withdrawal less than two weeks prior to submitting this complaint. The payment hadn’t been processed yet. We explained that such delays were often caused by KYC checks or a high volume of withdrawal requests and advised him to wait up to 14 days while cooperating with the casino. The player later marked the complaint as resolved, so we closed the case as resolved.
Vegas Now Casino - Player claims that payment has been delayed.
Resolved
Our verdict
Case closed
Amount: €5,000
Vegas Now Casino
Safety Index 4.7 LowCase summary
Discussion
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3 weeks ago
Translation
I received a €20 bonus through my deposits, which I wagered 40 times without violating the bonus conditions, resulting in a balance of €7,000 after fulfilling the wagering requirements. I know from an employee that the maximum withdrawable amount from this type of bonus is €5,000.
I requested a withdrawal of 4000 euros because the daily or weekly withdrawal limit doesn't allow for more.
I'm trying to contact them via chat, but it's very difficult; they keep stalling me. They say there are still game reviews. It's also strange that I can still cancel the withdrawal after the fifth day, which I'm not doing.
My account has been successfully verified.
Please help me. Thank you.
Automatic translation:
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3 weeks 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 weeks ago
Dear mwien,
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 weeks ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear mwien,
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,
Jean
