The player from Germany, despite being a VIP Level 4 member, faced systematic refusals of cashback payments amounting to €570 from Vegasino. He alleged deception by support and demanded credit for the cashback without wagering requirements, providing evidence including screenshots and emails. The complaint was closed due to the player's lack of response to requests for further information needed to investigate the issue. The player retained the option to reopen the complaint by resuming communication.
Vegasino Casino - Player’s cashback has been refused.
Closed
Our verdict
Player stopped responding
Amount: €570
Vegasino Casino
Safety Index 7.9 Above averageCase summary
Discussion
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4 months ago
Translation
Systematic refusal of cashback payments and deception by support (Vegasino / Monsterwin)
I hereby file a complaint against Vegasino (NovaForge LTD). Despite my VIP Level 4 status, I am being denied cashback payments due to me from April 8, 2026.
Details:
I demand the credit of the rightful cashback (€570) without any wagering requirements. All evidence (screenshots from Telegram, emails, and website manipulations) is available.
Automatic translation:
Public
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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 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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4 months ago
Dear ThomasFsda,
Thank you very much for submitting your complaint. I’m sorry to hear about the issues you have experienced regarding the systematic refusal of cashback payments and your interactions with customer support at Vegasino.
In order to assist you more effectively, could you please clarify the following details:
- Can you provide specific information about your communications with customer support regarding this issue?
- Could you please send a link or reference to the cashback offer that was not granted, along with the applicable terms and conditions?
- Could you clarify what you mean by being denied cashback payments? Is this based solely on VIP or loyalty program conditions, or does it relate to a specific case or situation?
Your cooperation in providing these details will help us investigate the matter and work towards a resolution.
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,
Petra
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3 months ago
Dear ThomasFsda,
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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3 months 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,
Petra
Casino.Guru
