The player from Germany had requested a withdrawal prior to submitting this complaint. Unfortunately, their winnings had not been received yet. After the player expressed frustration over the delay and lack of communication from customer service, the Complaints Team intervened. The issue was subsequently resolved, leading the player to mark the complaint as resolved. The Complaints Team confirmed the resolution and encouraged the player to reach out for any future issues.
Vegasino Casino - Player’s withdrawal has been delayed.
Resolved
Our verdict
Case closed
Amount: €70
Vegasino Casino
Safety Index:HighCase summary
Discussion
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5 months ago
Translation
I spoke to live chat customer support several times, and they said everything was fine, but my withdrawal was being processed but would be delayed.
Automatic translation:
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5 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
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5 months 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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5 months ago
Translation
There are no verification issues. I had a withdrawal from the same casino a while ago without any problems.
Automatic translation:
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5 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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5 months ago
Translation
Hello. No. Unfortunately the money still hasn't been paid out. I chat with customer service every day and always get the same answers. I'm pretty annoyed that I'm being taken for a ride like this. Why don't you contact the casino? I don't understand why you have to wait so long? After some research I now know that this happens very often, alongside other incomprehensible actions by the casinos. Everywhere they advertise that a payout takes between 1 and 4 days. Why is this taken so casually here? This is not serious. I really hope that a solution will be found now. It's not about the low amount, but more about the principle. Business should not be run like this.
Edited
Automatic translation:
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5 months ago
Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.
Could you please confirm whether you have ever completed the verification process successfully with this casino?
Did you accumulate your winnings with or without an active bonus?
Have you received any updates from the casino regarding the withdrawal?
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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5 months ago
TranslationHello. Are you really supposed to help someone here? More and more casinos are now acting this way.
A verification process isn't required at the casinos I play at. I've had small winnings paid out at this casino several times.
I didn't use any bonus.
I still get the same responses from the so-called customer service I contact daily.
Waiting any longer is nonsense and explains nothing. There's no justification for it.
I find this dubious and I came here because I thought I would get help here.
And why do you always have to wait until you get an answer?
I also don't understand why it's acceptable for there to be online sites that recommend casinos and say things that aren't true at all, like payouts taking 1-3 days... I think I'll take action against this kind of inappropriate behavior. I've also had bad experiences with other casinos I know. Deposits always work, but withdrawals never work. You can't put up with this. They should stick to their terms and conditions.
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Automatic translation:
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5 months ago
Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Martina (martina.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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5 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 Gardenias.Garden,
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,
Martina
