Vegas Now Casino - Player’s winnings haven’t been received yet.

Hi I have been a loyal customer to VegasNow casino for over 2 months now and have had success in winning on a few occasions and successfully withdrawn funds without any problems. Recently I had success winning approximately $2,000 in which I requested a withdrawal of $1500 and kept around $500 to continue playing with and had more success of winning over $4,500 which I put in another request to withdraw $4,500 and leaving a few hundred around $300 to continue playing which I lost. A day or so later I recalled the original $1,500 and still had the $4,500 pending withdrawal. I had success and won $6,800 in which I requested another $6,000 and continued to play with the remaining $800 which I lost. Its been a week which is longer than usual withdrawal requests only taking no more than 2 days. I've contacted support several times only to be told this..

"I am sorry for the delay in handling your withdrawal request. In order to ensure the security of our customers, all necessary security measures must be completed by the appropriate department before the withdrawal can be processed. Please know that I have personally reviewed your withdrawal and it is of utmost importance to us. You can expect to receive your funds as soon as possible. We kindly ask for your patience as the processing continues.

We are sorry for the inconvenience. We are having a huge amount of withdrawal requests at this moment and we are doing our best to process them as soon as possible. I will also leave a note for the team to speed up the process."

Dear player,

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 the 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

Important Notice:

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We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

OK thankyou I will wait until the appropriate time frame. Thanks again

Hi again I received $4,500 at 2:00am this morning and $500 left remaining in my casino wallet. They explained that the maximum amount winnable using a bonus is $5,000 Aud but I am certain I already used the bonus and withdrew its $5,000 max limit before the $6,000. I'll explain here.

There was two pending withdrawals one for $4,500 requested on 20/09 at 16:50 and $6,000 requested on 21/09 at 12:01 originally I had $1500 pending withdrawal on 20/09 15:11 as I won around $2,600 and requested the $1,500 and continued with a remainder winning another $4,500 plus which I requested withdrawal. A day later I cancelled the $1,500 withdrawal request and continued playing with it and won $6,800 which I requested withdrawal the $6,000 so having two pending withdrawal requests $4,500 and $6,000. Now the original deposit for all this was $30 which I used Promotion: Saturday Night Fever 50 free spins with $30 deposit. I lost the $30 and used the free spins and won $67.12 which shows as wager done $2,685.2 / $2,684.8 Aud Wagered. Tme and Date wagered is 20/09 13:13

Dear AusDaniel,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hi again do you think I should have received the full $10,500 as I explained in my previous response?

Dear player, to assist you further, I recommend that you request your game history from the casino in Excel format. This will help us understand the full scope of your situation and determine if any discrepancies have occurred.

Could you please specify the bonus you used?

Could you please share your bonus history and withdrawal history?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Ok thankyou I'll do my best to gather all that

Dear player, to assist you further, could you please provide screenshots of your bonus history and withdrawal history directly from your profile? Additionally, could you specify the exact dates and times of the events you mentioned earlier?

Additionally, I haven’t received any communication from you with the casino—either emails or chat transcripts. If you could kindly provide that, it would help us understand the situation better and resolve it quickly.

Hi as requested here is the bonus history for the period

As requested I've also emailed through game and chat history for the period

Hi I'm still here. Did you get all required to examine my case?

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello there,

Thank you AusDaniel 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 Now Casino for their help in resolving this complaint. We would like to know how we can help resolve this issue.

Thank you!

Ok thankyou Peter

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.

Dear AusDaniel,

I have tried to contact the Vegas Now Casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. 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 might 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. In the meantime, I recommend you contact the Curacao Gaming Control Board and submit a complaint to them. The regulator states that it will not handle individual disputes between players and operators, but if you would like to try and contact them anyway, you can do so here: (complaints@cga.cw) Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter