The player from Germany faced issues with his account as a payment remained unprocessed, and after more than a week of identity verification requests, there was no progress. He continued to receive messages to be patient despite multiple emails and chats. The issue was resolved after the player submitted all requested documents, including proof of ownership of a virtual credit card, and clarified that his winnings were from wagering a bonus. The complaint was marked as resolved following confirmation from the player.
Vegasino Casino - Player's payment has been delayed.
Resolved
Our verdict
Case closed
Amount: €70,000
Vegasino Casino
Safety Index 8.4 HighCase summary
Discussion
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1 month ago
Translation
Hello,
The payment wasn't processed, then I was asked to verify my identity, and after more than a week nothing has happened. Despite several emails and chats, I keep being told to be patient.
Automatic translation:
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4 weeks 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 weeks ago
Dear Ahm.B,
Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention. To help me fully understand the situation and assist you as quickly as possible, could you please answer a few brief questions?
- Have you made any successful withdrawals from your account previously?
- Which documents have you already submitted, and when did you send the most recent one?
- Were your winnings accumulated while a bonus was active, or without an active bonus? If a bonus was active, please specify which one.
We will do our best to resolve this issue promptly. Thank you in advance for your reply.
Best regards,
Kristina
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4 weeks ago
TranslationHello Kritina,
Yes, I have already made withdrawals.
I uploaded all the requested documents, then there were problems with the virtual credit card. Then I sent a picture of the virtual card and confirmation from the credit card provider's support chat that this is my card.
A bonus that needed to be wagered 30x was active, which was then wagered, and I won. This was never a problem before, only now.
Automatic translation:
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3 weeks ago
Thank you very much for your reply, Ahm.B. 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.
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3 weeks ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Ahm.B,
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,
Kristina
