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 initially faced significant delays and arbitrary cancellations of withdrawal requests totaling over €18,000, with the casino imposing restrictive daily and monthly withdrawal limits after downgrading his VIP level from 3 to 1. Despite the casino’s automatic VIP level adjustments and refusal to modify limits, withdrawals resumed at a slower pace, with ongoing delays attributed to these imposed restrictions. We monitored the situation, maintained communication with both the player and the casino, and kept the complaint open until the entire remaining balance was processed and credited to the player’s account. The complaint was then marked as resolved following the player’s confirmation that the issue had been addressed.
Vegasino Casino - Player’s winnings haven’t been received yet.
Case closed
Amount: €15,600
Vegasino Casino
Safety Index 8.0 HighCase summary
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Dear SaSo86,
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 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
Dear SaSo86,
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.
Translation
Hello Karla, thank you for taking over my case. Unfortunately, nothing has changed so far. My withdrawals from February 11, 2026, are still "processing." Even my VIP manager, Stefan, hasn't responded to my last message regarding the withdrawal, but has only offered me cashback bonuses to encourage me to keep playing. I haven't received a single cent yet.
TranslationQuick update: VIP manager Stefan continues to completely ignore my messages. Today (February 25th), he sent me the exact same automated promotional email with cashback offers as a few days ago, without addressing my request to withdraw my €18,004. This shows me that the casino has no interest in finding a solution and simply wants me to gamble away my balance.
TranslationHello Karla, I confirm receipt of €2,400. However, a balance of €15,604.40 remains. Please keep the complaint open, as the casino will need many weeks to process the remaining payment due to limits. I will keep you updated on the progress weekly.
Dear SaSo86, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Have you made any successful withdrawals before?
- Could you please confirm that you have passed the KYC verification?
- Did you accumulate your winnings with or without an active bonus?
- Did you play casino games or bet on sports?
- Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@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.
Karla
TranslationHi Karla, thank you so much for your help. Here are my answers to your questions:
• Successful payouts: Yes, I received the first €2,400 on March 1, 2026. However, a substantial balance of €15,604.40 is still outstanding.
• KYC verification: Yes, the casino has confirmed that no further documents are required and my account is verified. The payment from March 1st also confirms this.
• Bonus: The winnings were achieved without an active bonus.
• Games: I only played casino games (slots), no sports betting.
• Communication: I will immediately send you the emails from my VIP manager 'Stefan' as well as the chat logs to your email address. karla.m@casino.guru This shows that instead of receiving a payout, I was constantly sent new bonus offers.
Important: The casino currently only allows me to request €800 per day. I requested €800 yesterday and €800 today. Please keep the complaint open until the entire amount has been paid out, as this process will take several weeks due to the limits.
TranslationAdditional update: Although I'm VIP Level 3, I was only able to request two €800 withdrawals today. On the third attempt, the system reported 'Limit reached'. This means the casino is blocking me in the queue with a total of €1,600, which is completely unacceptable given my remaining balance of over €15,000. Please investigate why the number of simultaneous withdrawals is being so severely limited for me.
Translation"Addendum: I was just about to request my third withdrawal, but the system says 'Limit reached'. Although I'm VIP Level 3, the casino apparently only allows me a maximum of two open requests at a time. This means that with a remaining balance of over €15,000, the entire process is being artificially prolonged. Please check if the casino can lift this restriction in my case."
TranslationHi Karla, quick update: A withdrawal request from March 1st is now showing as 'Processing', but the money still hasn't arrived today (Thursday). At the same time, VIP Manager Stefan contacted me and offered me cashback bonuses to keep me playing. It seems like a clear tactic to delay the withdrawal while trying to entice me to continue playing. Please keep looking into this case.
TranslationKarla, there's a very serious issue: My withdrawal requests are being marked as 'Cancelled' by the casino, even though I did NOT cancel them myself. At the same time, my third withdrawal slot has been blocked.
TranslationKarla, the casino just downgraded me from VIP Level 3 to Level 1 without explanation. This happened immediately after I received my first €800 and wanted to request further withdrawals.
This means the casino is artificially lowering my withdrawal limits to delay the payout of the remaining €14,800 for months. This is a clear manipulation of my account to prevent me from receiving my winnings. Please confront the casino about this arbitrary downgrade.
TranslationHi Karla, the casino has now confirmed in writing that they have downgraded me to Level 1. They cite insufficient gaming activity as the reason – and this immediately after I won over €14,000!
This is deliberate coercion: I'm being forced to continue playing in order to get my old withdrawal limits of €800 back. Since I only want to withdraw, they're now limiting me to €500 per day to drag out the process for months. Please consider this a malicious obstruction of my withdrawal.
Dear SaSo86,
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,
Karla Mayfly
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.
Dear SaSo86,
Thank you for reaching out to us.
We are sorry to hear about the delay of your payment.
In order to further investigate your case we would kindly like to ask you to provide us with the email address that is connected to your account.
As we can see the provided email address here does not match with any vegasino account.
Thank you for your understanding.
Kind regards,
Vegasino Casino Team
Dear SaSo86,
Thank you for your reply.
Please be informed that we forwarded your payments with priority and expect the finalization in the nearest time.
Regarding the VIP Level, please note that we do not have any influence on the level which will be calculated automatically based on your activity.
We hope this helps to clarify the case for you.
Kind regards,
Vegasino Casino Team
Dear SaSo86,
Please notify me, when there is any update in your withdrawal process, or you receive new information from the casino.
Thank you.
TranslationHello Mirka,
Thank you so much for your support. There's positive news: Since the casino contacted me, my withdrawals of €500 or more are being processed much faster and more regularly.
However, there is still €10,804.40 outstanding in my player account. Since I am still limited to a daily limit of €500 due to the demotion to Level 1, the full payout will take approximately 20 to 22 days at this rate.
I therefore ask you to keep the complaint open until the entire remaining balance has been safely credited to my Skrill account. I will inform you immediately here should there be any further delays or cancellations.
Thank you so much for your help, which got this process started!
Thank you for the update, SaSo86.
Please notify me about future frequencies and amounts of payouts.
Thank you.
TranslationHello Mirka,
I have another important update to give you. After the casino briefly prioritized my withdrawals, I've now encountered a new obstacle: I've reached my monthly withdrawal limit.
Although I still have €8,604.40 in my player account, the system is no longer allowing me to make any further withdrawal requests. This is a direct consequence of my arbitrary demotion to VIP Level 1. At my original Level 3, this limit would have been significantly higher and would not have blocked the withdrawal of my winnings.
The casino is now deliberately using the combination of lower VIP levels and monthly limits to delay the receipt of my remaining money for several more weeks.
I request that you include this point in your investigation. It is unacceptable that a legitimate win is being held back by the casino for months due to retroactive level reductions. Please request that the casino manually increase my limit for this month so that the withdrawal of my remaining balance is not delayed.
Thank you so much for your continued help!
Dear Vegasino Casino,
Could you please specify, what can be done to raise player's VIP level?
Thank you.
TranslationHi Mirka, a quick update: My monthly limit seems to be partially lifted again for April, and I was able to request withdrawals again.
Nevertheless, the problem of arbitrary cancellations (such as the last €500 payout due to alleged 'technical errors') persists. I have now requested three more €500 payouts. Please keep this case open, as with a remaining balance of over €8,000 and the low Level 1 limit, I still have many weeks to go before receiving any payouts. I will report immediately whether these new requests are processed without any 'errors' this time.
TranslationI checked my Skrill account. It's fully verified ('True Skriller') and has received payments from this casino without any problems in the past. The fact that the casino is now talking about 'technical errors' shortly after my monthly limit was unblocked looks like a deliberate delaying tactic.
Dear SaSo86,
Thank you for your reply.
Please be informed that your payment have been forwarded as priority.
In regards to your vip level, please be informed that we are not able to influence your account level.
This is automatically calculated based on the activity on the account.
Please note that the withdrawal limit for each vip level is set in our terms and conditions and cannot be changed.
We hope this helps to clarify the case.
Kind regards,
Vegasino Casino Team
TranslationHello Mirka,
I have new information and evidence for you. The casino is now massively delaying payouts again, even though my monthly limit for April is unaffected.
Here are the facts based on my current account balance (see screenshot):
• Current balance: €5,104.40
• Outstanding withdrawals: 3 x €500 (Total €1,500)
• Status: The applications from April 8th, 9th and 10th are simply not being finalized.
As you can see in the screenshot, I have reached the 'maximum number of pending withdrawals'. This means the casino is blocking me twice: they are not processing the existing requests and are therefore preventing me from submitting new requests for the remaining €5,104.
There has been no sign of the promised 'priority' for a week now. It seems as if the casino is waiting for me to lose patience. Please urge the casino to finally release these three pending payments from April 8th, 9th, and 10th so that the process can continue.
Thank you!
Dear SaSo86,
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.
TranslationHello Mirka,
I would like to give an important update on my case. Currently, €1,600 of my winnings are still outstanding, which could not yet be paid out due to the casino's monthly withdrawal limits.
Since I am still severely restricted due to the demotion to VIP level 1, it will take some time until this remaining amount has been fully received by me.
I therefore expressly request that you keep this complaint open until every last cent of the remaining €1,600 has been securely confirmed in my account. While the casino has made payments, the process is not yet complete due to the artificial limits.
Thank you so much for your great support and patience!
Dear SaSo86,
Have you been receiving withdrawals regularly in the last weeks?
Dear SaSo86,
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'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear SaSo86,
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,
Mirka
