The player from Portugal faced issues with withdrawing his winnings after his account was unexpectedly blocked by customer support following a second withdrawal request. He was unable to log in to his account and sought assistance to resolve the situation. The Complaints Team extended the investigation period but ultimately had to reject the complaint due to the player's lack of response to requests for further information.
Vegasino Casino - Player's account has been closed unexpectedly.
Closed
Our verdict
Player stopped responding
Amount: €450
Vegasino Casino
Safety Index:HighCase summary
Discussion
Public
Public
7 months ago
Translation
Good afternoon, I would like to ask the casino guru for help. So here's the thing: I opened an account at this online casino very recently and as soon as I entered the site the first thing I did was talk to the customer support agent and I immediately wondered why the agent told me that withdrawals could take 3 days to be processed. And yet I played along, honestly thinking that maybe it wasn't quite what he was saying. I made several deposits of 20 euros and so far so good. I was lucky enough to make a considerable profit, so I made a withdrawal request on August 6, 2025. But in the meantime, when I clicked to leave the page I was on, I canceled the withdrawal. I thought, I'll have to wait another three days. But then I made another withdrawal request on August 10, 2025. After 4 days my withdrawal request was still there. I went to speak to customer support and an agent, whose name is Luísa, said that the withdrawal was in the final stages of the withdrawal process. In the meantime, I asked her to please solve my problem. And out of the blue she blocked my account. I can't log in to my player account. And now I've been robbed. So I came here to casino guru to ask for help to see if you can do anything to help me. Thank you
Automatic translation:
Public
Public
7 months ago
Hello,
Thank you very much for submitting this 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 within 14 days since requesting the withdrawal, please let us know, and we will intervene and try to help you.
Could you please specify why your account was blocked? Did the casino block it because of your conversation with the support agent?
Have you received any emails from the casino after your account was closed?
Thank you in advance for your patience and understanding.
Best regards,
Veronika
Important Notice:
Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.
If anything seems suspicious, please contact us directly. Stay safe.
Public
Public
7 months ago
TranslationGood morning casino guru.
The agent who blocked my account thought I was sick. While I told the lady that this situation was causing me a lot of stress but I said that to see if they would hurry up with the verification of the withdrawal. And out of the blue she starts asking if I need help or psychological counseling. I even replied that I was fine and that she shouldn't worry, that I just wanted them to sort out my withdrawal. But it was all just a ploy on my part to see if they'd move on with the withdrawal - I'm not ill or anything like that. The agent self-excluded my player account without my consent and now the money I won how will I get that money can you help me. The verification process was underway today is day 5. I was robbed
Automatic translation:
Public
Public
7 months ago
Please forward me the communication between you and the casino’s customer support that led to the closure of your account (you can send it to veronika.f@casino.guru)
Has the casino specified for how long your account will remain blocked?
Which documents have you sent to the casino for the verification of your account?
Have you received any updates from the casino regarding the withdrawal of your balance in the meantime?
