Vegasino Casino - Player's account has been closed.

Hello,

I am filing this complaint regarding Vegasino Casino. I had a verified account (completed KYC), and after some successful sessions, I requested three withdrawals of €500 each. At the time, my account balance was approximately €20,500.

Shortly after requesting the withdrawals, my account was closed without proper explanation, and I have not received any of the pending amounts. I have contacted customer support multiple times, but I either receive vague replies or no response at all.

I am now waiting for €1,500 in pending withdrawals and an additional €20,500 that was in my account at the time of closure — totaling €22,000.

I kindly ask for this matter to be resolved as soon as possible, and I am willing to provide all necessary documentation or verification again if needed.

Thank you in advance for your assistance.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Vegasino Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked? Could you please share the response or an explanation you received from the casino support to my email at tomas@casino.guru
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?

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

Best regards,

Tomas

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Dear Tomas,

Thank you for your prompt response and your willingness to assist me.

Please find below my answers to your questions to help you better understand my situation:

I’ve been registered with Vegasino Casino since October 24, 2024. My account was blocked when the casino ceased operations in Greece on July 2, 2025, without any prior notice or communication.

I realized my account was blocked when I tried to log in to check the status of my pending withdrawals. I did not receive any warning beforehand. I contacted customer support, and to be fair, they have responded and seem cooperative so far.

I did not have any active or pending bonus. All my winnings were earned using my own deposited money, without any bonuses involved.

My account balance at the time of the block was €20,500. I had requested three withdrawals of €500 each. So far, one of them (requested on June 17, 2025) has been successfully credited, but the other two are still pending.

Due to the large amount involved and the sudden blocking of the account, I became concerned and decided to reach out to you for help and guidance, as I know you have experience with such cases.

Thank you in advance for your support, and I remain available should you need any further information.

Best regards,

Besik

I had asked the support team if I needed to complete any identity verification, and they informed me that no KYC was required.

Μέχρι στιγμής η Vegasino δείχνει να είναι αρκετά συνεργάσιμη και ελπίζω να συνεχίσει έτσι χωρίς προβλήματα. Έχω δει να πραγματοποιειτε μία ανάληψη από τις συνολικά 3 που αναμένονται. Σύμφωνα με την ενημέρωση που έλαβα, οι υπόλοιπες βρίσκονται στο τελικό στάδιο της επεξεργασίας. Αναμένω νεότερα και θα επανέλθω με ενημέρωση μόλις υπάρξει εξέλιξη.

Να σημειώσω επίσης ότι η Vegasino έχει σταματήσει τη λειτουργία της στην Ελλάδα, και αυτός ήταν ο λόγος που έκλεισε ο λογαριασμός μου.

Αργούν πάρα πολύ με τις αναλήψεις είχα μια στις 17/06/2025 και εγκρίθηκε στις 03/07/2025 από τότε τίποτα νομίζω αρχίζει εξαντλείται η υπομονή μου , δεν έχω πρόσβαση στο ποσό αυτό κάνει ακόμα πιο δύσκολη τη κατάσταση

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@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.

Dear Casino Guru Team,

Thank you very much for your prompt response and for forwarding my complaint to your colleague, Mr. Jakub.

I truly appreciate your assistance and your willingness to intervene on my behalf with the casino. I hope my case will be reviewed soon and that a satisfactory resolution will be reached.

Please do not hesitate to contact me if you need any further information from my side.

Kind regards,

BESIK KHIZANISHVILI

Μόλις τώρα μου ήρθε email ταυτοποίησης

Dear khizanishvilibesik82,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Vegasino Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Vegasino Casino,

Could you please provide a comprehensive explanation of this case, including the specific reasons for the closure/blocking of the player's account? Your detailed insight will help us proceed with a fair and informed resolution.

Thank you in advance for your cooperation and prompt response.

Best regards,

Kubo

Dear khizanishvilibesik82,

Thank you for reaching out to us.

We would kindly like to inform you that we received your documents and forwarded them to the relevant department for review.

We would like to apologize for the delay.

We will contact you as soon as possible with further information.

Thank you for your understanding and patience.

Kind regards,

Vegasino Casino Team

Dear Vegasino Team,

I sincerely apologize for any inconvenience caused. I found myself in a very difficult situation and, as luck smiled upon me, certain events unfolded which led me to take the actions I did.

There was absolutely no bad intention on my part, and I truly regret any problems that may have arisen.

I genuinely appreciate that you are taking the time to look into my case, even after such a long time. Your time and attention mean a lot to me.

I remain at your disposal for any further clarification or actions you may require.

I would like to clarify that some time ago, I had actually requested the closure of my account myself, but for reasons unknown to me, this was never actioned by your team. As a result, my account remained open, and during that time I happened to use it again.

Just now, I have received your email informing me that my account has been permanently closed. Given that I had already asked for the account to be closed, I am surprised by the current decision and the wording implying that the closure is due to some other administrative reason. I kindly ask you to check your records regarding my previous request and clarify the reason behind this final decision.

Thank you in advance for your time and understanding. I look forward to your reply.

Vegasino informed me that they have received my documents and that my account will remain closed. However, they assured me that I will still receive my funds. We are now waiting for that to be processed.

Dear khizanishvilibesik82,

Thank you for your reply.

We received your documents and forwarded them to the relevant department.

Please be assured that your case is marked as high priority and we will contact you with further updates in the nearest time.

Thank you for your understanding and patience.

Kind regards,

Vegasino Casino Team

.

Μόλις τώρα ήρθε email ζητώντας τα τραπεζικά μου στοιχεία από vegasino , θέλω να ευχαριστήσω για την άμεση ανταπόκριση της

Σήμερα 24//07/2025 έγιναν όλες οι αιτήσεις αναλήψεων χειροκίνητα από τη vegasino

I truly want to thank Casino Guru for their valuable help and support throughout my complaint. The team stood by me with professionalism and genuine care.

Also, a big thank you to Vegazino for their response and willingness to resolve the issue. Today I noticed 44 manual withdrawals of €500 each, which made me feel that the matter was taken seriously and handled responsibly.

Once I see the funds reflected in my account, I will close the case as resolved. I deeply appreciate everyone’s effort – thank you again!

Dear khizanishvilibesik82,

Thank you for your message and kind words. I'm glad to hear that your withdrawals have been processed successfully.

Once all the funds have reached your account, you can either click the "Resolved" button at the bottom of the page or simply let me know, and I’ll be happy to close the case for you.

Thank you again, and please don’t hesitate to reach out if you need any further assistance.

I would just like to add that my withdrawals from 01/07/2025, 03/07/2025, and 04/07/2025 are still not completed. On July 21st, I was informed that they were approved and sent from the casino’s side, and that we were just waiting for the payment department to process them. However, as of now, the funds still haven’t reached my account.

I understand there might be delays,

Thank you again to the Casino Guru team for the support, and also to Vegasino for the cooperation so far. I truly hope this will be resolved soon.

Μόλις τώρα έγινε μια ανάληψη των 500 ευρώ από την VEGASINO ξεκίνησε καλά η μέρα μου 😁

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear khizanishvilibesik82,

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,

Kubo