The player from Australia had his account closed due to taking a break and, after reopening, deposited 1k and won $700. He was then facing repeated rejections of his withdrawal requests and received a message indicating his email was restricted for responsible gambling purposes. We asked him about his previous withdrawals, the cooling-off period, payment method, KYC verification, and any explanation from support, but he did not reply. Due to the lack of response, we closed the complaint without further investigation.
Vegas Now Casino - Player’s withdrawal is being rejected.
Closed
Our verdict
Player stopped responding
Amount: A$700
Vegas Now Casino
Safety Index 4.7 LowCase summary
Discussion
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2 months ago
My account was closed due to having a break. When i opened it, had to say why i wanted it opened etc. Got an email.saying was activated again.. deposited about 1k. Won about $700 now it keeps rejecting my redraw. When i message them. It comes up saying this email.is restricted due to responsible gambling and to email.
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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
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
- Have you made any successful withdrawals from this casino before?
- How long was your account suspended due to the cooling-off period you activated?
- Did you select the same payment method for your withdrawal requests as the one you previously used to make deposits?
- Have the withdrawal methods you selected been verified as part of the KYC process?
- Have you received any explanation from the casino's general customer support as to why your withdrawal requests keep getting cancelled?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Veronika
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1 month ago
Dear Birdie1982,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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1 month ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Veronika
Casino.Guru
