The player from Germany had his account blocked at Vegasino Casino after winning €4,200 and requesting multiple withdrawals of €500. Despite reaching out for support, he received inconsistent responses about the account status, with no resolution for over a week. The Complaints Team intervened, prompting the casino to review the player's documents and ultimately restore access to his account. After a prolonged verification process, the player confirmed that the issue had been resolved, leading to the complaint being marked as 'Resolved'.
Vegasino Casino - Player's account is closed without clear reason.
Resolved
Our verdict
Case closed
Amount: €4,000
Vegasino Casino
Safety Index:HighCase summary
Discussion
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4 months ago
Translation
Hello everyone, I have a problem with Vegasino Casino that unfortunately cannot be solved. On October 6th, I hit the jackpot of €4,200. After that, I played for a while and got a total of just under €5,000. As the casino only pays out €500 a day, I requested €500 on my Mastercard three days in a row. My account has apparently been blocked for the past seven days; every time I log in, it says your account is currently being checked. When I ask in the chat why I can't log in, I always get automated replies saying I should delete cookies, etc., log in from a different device, etc. All to no avail and apparently a ploy to stall me. Complaints from emails to support, requests to pay out my winnings and make my account accessible again have so far remained unsuccessful. The question of why my account is not accessible is justified several times with different answers. One time, everything's okay, I should try again later. One time, documents are missing for verification. One time, they don't know themselves. I'm a little desperate and I hope I can get some help here. Best regards, Steven
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4 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 makes such a request, do not share any information.
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.
Dear Mceve83,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
- Did you pass the verification before you lost access to the account?
- Did you accumulate your winnings with or without an active bonus?
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.
Best regards,
Katarina
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4 months ago
TranslationHello Guru Team, my account said that I was fully verified, perhaps via Apple Pay? At many casinos you are then fully verified. On the day in question I played Piggy Riches Megaways and got the daily drop of 4,200 euros. No bonus money! All real money. My account has been blocked for almost 10 days now, you can see the screenshot I sent. Even if I wasn't verified!?! I can't verify myself if my account is blocked. Depositing always worked fine, but withdrawing apparently didn't. I would ask you to classify this casino as unsafe.
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4 months ago
TranslationFurthermore, there's already €1,500 waiting to be paid out. I'm always told everything is fine and the finance team is taking care of it. But how can I track the progress? If I can't log in?
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4 months ago
Dear Mceve83,
thank you for your reply.
Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.
Kindly notify me here in the thread once the email has been sent.
Looking forward to your reply.
Katarina
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4 months ago
TranslationGood day, I am sending this to you by email to the address you provided.
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4 months ago
Translationthe attached screenshots of emails and live chat are attached. These are only the most recent ones that have been saved. But generally always the same automated replies are given. In live chat Word they always say the same thing. Cookies are cooking. You wait 30 minutes and suddenly you are no longer in the chat. When I tried to log in today (like every day), I got the same error message that I already sent you. Your account Word is being checked, please contact support. It then doesn't work at all, out of 10 times it works maybe 3 times. Only emails but then I always get the same replies, if I get a reply at all. And all of this only happened after I won the jackpot and then played my way up to 5000 and started withdrawing. I can track my withdrawal status again, where I am told that everything is OK with the withdrawal but that it could take 3 working days. It's always the same reply.
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4 months ago
Thank you very much, Mceve83, for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.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.
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4 months ago
Dear Mceve83,
I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.
At this point, I would like to invite a representative from Vegasino Casino to join this conversation and assist in addressing the complaint.
Dear Vegasino Casino,
Could you please provide your comments regarding the situation?
Thank you in advance for your cooperation and for sharing any relevant information.
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4 months ago
TranslationHello, today I received a payment of €1000 from the aforementioned casino. Unfortunately, my problem is still not resolved. I had €1500 withdrawn and another €2500 credited to my account, which I still cannot access! I'm still getting the same error message. And I can't access my account.
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4 months ago
TranslationYes, it would be great if we could add another employee! To finally resolve this very unsatisfactory situation this week! Thank you, Steffan!
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4 months ago
Dear Mceve83,
According to our records, your account is active.
Please try logging in again and provide us with a screenshot of any error messages you encounter so that we can investigate the issue further.
Regarding your payment, three transactions of €500 each have been successfully completed.
Please note that the funds may take 3 to 5 working days to appear in your account, depending on your payment method and your bank’s processing times.
Kind regards,
Vegasino Casino Team
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4 months ago
TranslationDear Vegasino Team, thank you for your message! Unfortunately, you're only telling me what I already know. The payout took a full four weeks! And since I withdrew the last €500, my account has been inaccessible, so I'm unable to withdraw my remaining winnings of exactly €2,500, which are still in my account. This screenshot was taken just a few minutes ago. I've already sent you this same screenshot at least 20 times. And your staff always tell me to delete cookies, log in from a different device, or recommend the Google Chrome browser. I've tried all of that a thousand times! And the problem still isn't resolved after four weeks. I request that you clarify this situation for me and demand that my account be made accessible again for playing and withdrawals!!! Screenshot attached! Kind regards and many thanks
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4 months ago
TranslationHere's another excerpt showing how often I've already asked for clarification. And that's not even 50% of the actual conversations. I urgently request that this account problem be resolved 🙏
Dear Casino Vegas Team
Best regards
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4 months ago
Dear Vegasino Casino,
Thank you for your response and for the information provided.
Could you please restore the player’s account access so that they may proceed with submitting additional withdrawal requests?
I appreciate your attention to this matter and look forward to your response and continued cooperation.
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4 months ago
TranslationYesterday I received an email from Vegasino support requesting a photo of my ID (front and back), a selfie with my ID and the Vegasino website in the background, and a PDF transaction list from my Paysafe wallet (September 1, 2025 - October 5, 2025). All these documents have now been sent to you. I would now like to request that you restore access to my account as soon as possible.
Best regards, Mceve
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3 months ago
Dear Mceve83,
Due to a business decision, we will not be reopening your account.
Once your submitted documents have been approved, you will be eligible to receive a refund.
Please follow the instructions sent to your email address.
Kind Regards,
Vegasino Casino Team
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3 months ago
TranslationBusiness-related? Documents have been submitted. How am I supposed to make the payment if there's no access?
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3 months ago
Dear Mceve83,
Please be advised that the casino reserves the right to close your account at any time without providing a specific reason; however, it remains obligated to pay out any funds due to you.
Dear Vegasino Casino,
Could you please provide us with an update regarding this matter?
I look forward to your response.
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3 months ago
Dear Mceve83,
Thank you for providing us with the requested documents.
They are currently being reviewed by our relevant department. We kindly ask for a little patience while the verification process is completed. As soon as the review is finalized, we will inform you about the next steps.
Thank you for your understanding.
Kind regards,
Vegasino Casino Team
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3 months ago
TranslationThe documents were submitted over 7 days ago? How long will this take? I've been trying to access my account for 2 months now. Is this how you treat customers? 8 days for review? And then they tell me the documents I provided aren't sufficient? Please, Vegasino Casino. This is no way to treat customers. Kind regards.
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3 months ago
Dear Vegasino Casino,
Could you please provide us with an update on the player's verification?
I look forward to your response.
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3 months ago
TranslationThis is getting ridiculous, over 14 days for player verification? I know countless casinos and this is by far the most disreputable thing I've ever encountered. Normally, verification takes between 3 and 5 days at most! Not 20!!!
With kindest regards
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3 months ago
Dear Mceve83,
Please check your email, as you should have received the following instructions from our relevant department.
Kind Regards,
Vegasino Casino Team
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3 months ago
TranslationDear Vegasino Casino, I received instructions to submit the missing documents almost two weeks ago 👍 which I have already done, but I haven't received any further emails from you. It seems to me as if you are deliberately slowing down the process or even delaying it altogether. I would like to ask you to send me information about what happens next! Kind regards
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3 months ago
TranslationYou already wrote that it has been forwarded to the responsible department!?? Six days ago you thanked me for the documents I provided!?! I would like to ask you to expedite the process and finally give me a statement I can actually work with after 14 days of submitting the documents! Kind regards
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3 months ago
Dear Mceve83,
We’ve sent you an email requesting your bank details. Please check your inbox and reply directly to that message so we can proceed.
Kind Regards,
Vegasino Casino Team
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3 months ago
TranslationGood evening, I replied to your email today with all the necessary information. How and when can I expect to receive the full amount of 2500 euros?
Best regards
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3 months ago
Dear Mceve83,
We are processing this for you.
We will inform you as soon as we receive an update from the relevant department.
Kind Regards,
Vegasino Casino Team
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3 months ago
TranslationDear Casino Guru Team, thank you so much for your help! I have received the payment! This wouldn't have been possible without you! A huge thank you ❤️
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3 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Mceve83,
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,
Stefan
