Vegasino Casino - Player's document review is delayed.

Hallo, werde nun schon seit Tagen bzgl der Überprüfung meiner eingereichter Dokumente, was laut AGB 24-48 Stunden dauern sollte. Einreichungsdatum war 21.12.25.

MfG M. R***

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.

Dear Dillo99,

Thank you for submitting your complaint. I’m very sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention.

Please note that KYC (Know Your Customer) verification is a mandatory security process designed to protect both players and the casino. Because online casinos cannot verify identities in person, KYC is the only reliable method to confirm that an account and its funds belong to the rightful owner. Licensed, reputable casinos handle this step carefully. Although verification can sometimes take a few business days, it is carried out to protect you and prevent misuse of your account. Please also keep in mind that the delay may be caused by the holiday season.

To help us investigate and expedite the process, could you please provide the following details:

• Could you please clarify which documents you have already submitted?
• Have you provided all the required documents in the correct format?

We hope to resolve this matter quickly. Thank you in advance for your reply and cooperation.

Best regards,

Kristina

brief vom Stromversorger

Kontoauszug (für Kontobestätigung und Zahlungsverlauf)

Natürlich aber ungeschwärzt

Thank you very much for your reply, Dillo99. Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

Wurde an sie versendet

Nun soll ich Dokumente hochladen, gibt aber keinen dafür notwendigen Butten oder der artiges.

.

Dear Dillo99,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Mirka (miroslava.d@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Kristina

Dear player,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Vegasino Casino representative to join this conversation.

Dear Vegasino Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Hallo,

vielen dank für ihre Mühen. Ich hoffe sie kommen bzgl des Anliegens weiter.

Ich bekomme immer nur die selbe Antwort.

Liebe/r Marcel,

 

vielen Dank, dass Sie unser Support-Team kontaktiert haben.

 

Es tut uns leid, wenn dies zu Unannehmlichkeiten geführt hat und die Abteilung aktiv für Sie daran arbeitet. Sobald die Überprüfung abgeschlossen ist, werden Sie benachrichtigt.

 

Wenn Sie weitere Fragen haben, zögern Sie bitte nicht, uns zu kontaktieren.

 

Mit freundlichen Grüßen,

Ihr Kundendienst-Team

immer wieder die selbe Antwort.

Dear Casino Guru,

We require the full transaction history for the Paysafecard account used during the month of October (01.10 – 31.10).

The statement needs to show all inbound and outbound transactions, including the specific payment made to our platform.

Kind Regards,

Vegasino Team

Dear Dillo99,

Could you please confirm, if you have been able to submit the mentioned document in the exact format, as requested?

Thank you.

Hatte nur den Verlauf meines Girokontos eingereicht. Wenn mir gesagt wird an welche Adresse ich diesen Verlauf senden soll, wird dies sofort erledigt.

Mit freundlichen Grüßen M. Reinhold

Dear Dillo99,

We have sent you an email which allows you to communicate with us directly.

To avoid any further delays, please submit all required documentation by replying to that email so we may proceed with your request.

Kind Regards,

Vegasino Team

Dear Dillo99,

Have you been able to send the statement to the casino by email as requested? Please make sure, the document is submitted as a PDF file, in full and unedited.

Wurde erledigt.

Dear Vegasino Casino,

Could you please confirm, if you have received player's document, and provide us with an update?

Thank you.

Dear Casino Guru,

We can confirm that players documents have been received and forwarded to the relevant department for review.

Kind Regards,

Vegasino Team

Dear Vegasino Casino,

Thank you for the confirmation. Please notify us, when there is any update in player's verification or withdrawal process.

Thank you.

Hallo,

also bis heute ist noch nichts passiert.

2 Tage für einen Verifizierungsprozess, sehr lange.

Mit freundlichen Grüßen

M. Reinhold

Dear Dillo99,

Thank you for your patience.

Our relevant department has reviewed the document you provided, but unfortunately, the deposits made to the casino are not visible on this statement.

We kindly ask you to provide a transaction history that clearly shows the successful payments made to our platform so we can proceed with your case.

Best regards,

Vegasino Casino Team

Hallo,

da man bei ihrer Seite nicht direkt via paysafecard bezahlt, sonder via Utorg umgeleitet wird und utorg "zufällig" seit heute Morgen technische Problem hat, wird es schwierig werden diese Zahlung besser nachzuweisen als so

Finde ich traurig, das man Leuten die so viel einbezahlt haben solche Steine in den Weg legt

Das einzigste was ich dazu noch anbieten kann wäre dieser Nachweis

Dear Dillo99,

Could you please confirm, if you received any information about Utorg issues? Is there any outage of their services?

I would recommend you to try to wait until it is accessible, to be able to obtain the requested document.

Was empfiehlt man mir hier nun zu tun? Es besteht ja die Möglichkeit das diese Plattform nie wieder öffnet, kann man somit den Gewinn von 55.000€ quasi abschreiben?

Hallo,

ich könnte dieses Konto durch eine erneute nachweisbare Zahlung vom selben Paysafecard Konto bestätigen, sofern dies möglich ist. Bitte um Antwort.

MfG

Dear Vegasino Casino,

Could you please check, if there would be any alternative solution based on player's abovementioned unavailability of Utorg's services?

Thank you.

Dear Casino Guru,

Thank you for waiting, we can confirm that no further verifications are needed and player is able to withdraw.

Kind Regards,

Vegasino Team

Thank you for the update, Vegasino Casino.

Dear Dillo99,

Could you please confirm, if you are able to start requesting withdrawals now?

Dear Dillo99,

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.

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,
Mirka
Casino.Guru