The player from Germany had been waiting for a withdrawal for less than two weeks. Unfortunately, their payout had not been received yet. The player reported three pending payouts totaling 1,800.00€, expressing frustration over delays despite previous successful withdrawals. After further communication and cooperation with the Complaints Team, the issue was resolved, and the player confirmed receipt of the outstanding payments. The complaint was marked as resolved in the system.
Vegasino Casino - Player’s winnings haven’t been received yet.
Resolved
Our verdict
Case closed
Amount: €1,800
Vegasino Casino
Safety Index:HighCase summary
Discussion
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7 months ago
Translation
Hello
I submitted a withdrawal request for €800 on July 27, 2025.
It's still being processed, and I keep being told that it won't be long now and that the finance department has been informed and is taking care of it.
Can you help me with this?
Automatic translation:
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7 months ago
Dear player,
Thank you very much for submitting your 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 by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.
Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.
All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.
If you notice anything suspicious, don’t hesitate to reach out to us directly.
Thank you for your patience, and stay safe.
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7 months ago
TranslationGood day,
Some payouts have already been made.
Only since I've been in the black have I stopped getting paid out.
Otherwise, you will be paid out within 3 days.
It's been 9 days now!!!
KYC verification is not required and, as mentioned, amounts have already been paid out several times.
There are currently 3 payouts pending.
800,00€
500,00€
500,00€
Thank you for your help.
LG Dinho
Automatic translation:
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7 months ago
Dear player,
I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.
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7 months ago
TranslationGood morning,
Unfortunately no payouts.
You are always told that there are so many payouts.
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7 months ago
Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.
Did you accumulate your winnings with or without an active bonus?
Since you submitted the complaint, have you received any part of the pending withdrawals? If so, could you please let us know how much was paid and when?
Also, just to be sure, how much money in total are you currently trying to withdraw from the casino?
To better understand your situation, could you also please share a screenshot of your withdrawal history from your casino account, showing the pending and/or completed withdrawals?
Could you please share your communication with the casino regarding the withdrawals? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.
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.
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7 months ago
TranslationGood morning Dominika,
I sent them the first part of the email history yesterday and now I have just sent them the last emails, including screenshots and the amount in question.
As mentioned, there are 3 outstanding payments (800.00€, 500.00€ & 500.00€)
Please help.
LG
Edited by a Casino Guru admin
Automatic translation:
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7 months ago
TranslationHello Dominika,
I sent everything again with the complaint ID for better identification.
Best regards
Edited by a Casino Guru admin
Automatic translation:
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6 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 player,
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,
Dominika
