The player from Germany had been waiting for a withdrawal for less than two weeks. Unfortunately, their payout hadn’t been received yet. We explained that withdrawals could take several days or even weeks, especially if KYC verification was unfinished or there was a high volume of requests, and asked him to wait at least 14 days. As he did not respond to our follow-up messages and reminders, we were unable to continue the investigation and the complaint was closed for now.
Vegasino Casino - Player’s winnings haven’t been received yet.
Closed
Our verdict
Player stopped responding
Amount: €400
Vegasino Casino
Safety Index 7.5 Above averageCase summary
Discussion
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2 weeks ago
Translation
Good afternoon, I withdrew €400 seven days ago, on August 26, 2026, which I had won with regular money. Since payments have taken several weeks in the past, I wanted to contact you in a timely manner this time to open a case.
I'm verified, I've been playing on the site for two years, and all my documents and verification are complete. In the live chat, they always say the same thing: they're working on it with high priority. Please help.
Automatic translation:
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2 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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2 weeks ago
Dear bennivkkkkk,
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
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2 weeks ago
Dear bennivkkkkk,
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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1 week ago
Dear bennivkkkkk,
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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yesterday
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,
Jean
Casino.Guru
