The player from Germany had requested a withdrawal prior to submitting this complaint. Unfortunately, their winnings had not been received yet. The player experienced delays in processing two withdrawals totaling €1,000, which were initially pending due to KYC verification issues. After submitting the required documents, the player's account was successfully verified, and the casino confirmed that the withdrawal requests had been processed. The player had since received one payment of €500 and was awaiting the final payment of €500, which was also expected to be processed shortly. The complaint had been marked as resolved.
Vegasino Casino - Player’s withdrawal has been delayed.
Resolved
Our verdict
Case closed
Amount: €1,500
Vegasino Casino
Safety Index:HighCase summary
Discussion
Public
Public
4 months ago
Translation
Hello.
I requested €500 as a withdrawal on October 1, 2, and 3. According to Vegasino's terms and conditions, withdrawals are processed within 3-5 business days. This time has now been significantly exceeded. I played with real money. According to support, verification is not necessary. Despite repeated requests to support, I've only been given the "standard" answers. Can you please help me?
Automatic translation:
Public
Public
4 months ago
Dear Suszka,
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
Public
Public
4 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.
Public
Public
4 months ago
Dear Suszka,
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.
Public
Public
4 months ago
TranslationGood day.
Unfortunately, none of my withdrawals have been processed to date. Verification is currently not possible either. It's a shame, because I enjoyed playing there and always received my withdrawals within five days at the latest. I only get the standard response from support that there are currently too many withdrawal requests. I hope they can help me.
Automatic translation:
Public
Public
4 months ago
TranslationMeanwhile, 15 days have passed and nothing has happened at all.
Automatic translation:
Public
Public
4 months ago
TranslationThe first payout from October 1st for €500 was paid out today. Only the payouts from October 2nd and 3rd, each for €500, are still pending. I hope they're being processed soon...
Automatic translation:
Public
Public
4 months ago
TranslationUnfortunately, the two withdrawals from October 2nd and 3rd have not been processed yet. CasinoGuru, can you please do something about this?
Automatic translation:
Public
Public
4 months ago
TranslationI've now been blocked from all possible bonus promotions at their casinos. Sad but true. And I still haven't received the money. Please help me, Casinoguru...
Automatic translation:
Public
Public
4 months ago
Dear Suszka, 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 how much do you currently have in pending withdrawals?
- 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 canceled withdrawal? Send emails or chat transcripts to my email at attila.g@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.
Public
Public
4 months ago
TranslationHello Attila.
I've made small withdrawals several times, and they were always processed within the timeframe.
I still have two outstanding withdrawals: one from October 2nd and one from October 3rd, totaling €500.
Winnings were generated without a bonus.
I played regular slots.
No withdrawals were canceled. However, management blocked me from all bonus promotions, including those at their partner casinos.
I've already posted the screenshot. I tried emailing it there and was put off.
Thank you very much for your effort.
Automatic translation:
Public
Public
4 months ago
TranslationNow, all of a sudden, they want KYC verification from me. After more than 20 days. Honestly, what kind of fraudulent casino is this? The first €500 is paid out, and now they want verification. You can't be serious? I haven't even received an email about it. Please, CasinoGuru, help me...
Edited
Automatic translation:
Public
Public
4 months ago
Dear Suszka, could you please confirm whether you have submitted the documents required for the KYC verification?
Thank you in advance for your cooperation.
Public
Public
4 months ago
TranslationHello. Yes, I submitted all the required documents yesterday. Unfortunately, there hasn't been a response.
Automatic translation:
Public
Public
4 months ago
Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Igor (igor.p@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.
Public
Public
4 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.
Public
Public
4 months ago
Dear Suszka,
I am so sorry to hear about your problem with the Vegasino Casino.
I completely understand your frustration, but please bear in mind that the KYC verification might take a few days.
Hopefully, Vegasino Casino will provide more information soon.
Now I would like to invite a Vegasino Casino representative to join this conversation and participate in resolving this complaint.
Dear Vegasino Casino,
Could you comment on the situation?
Thank you in advance for providing the information.
Public
Public
4 months ago
Dear Suszka,
Thank you for bringing our attention to this matter.
Please note that we have sent you an email. When you have a moment, please review its contents and respond at your earliest convenience.
Thank you for your cooperation.
Kind regards,
Vegasino Casino Team.
Public
Public
4 months ago
TranslationI received the email and have submitted the missing document. Thank you for your time.
Automatic translation:
Public
Public
4 months ago
Dear Suszka,
Thank you for your response and for informing us that you have submitted the required documents.
Dear Vegasino Casino,
Please reply when there is any update regarding this complaint.
Public
Public
4 months ago
Dear all,
Player sent the requested document and his account is now successfully verified.
We would like to inform you that your withdrawal requests have been processed.
The funds may take 3 to 5 working days to appear in your account, depending on the payment method used and your bank’s processing times.
Kind regards,
Vegasino Casino Team.
Public
Public
4 months ago
TranslationGood day,
I just received a payment of €500. All that's missing is the last payment from October 2nd for €500. My account has been successfully verified. I'll let you know when the last payment has been processed.
Automatic translation:
Public
Public
4 months ago
Dear All,
I'm glad to hear that the KYC was successful and another withdrawal was processed.
Dear Suszka,
Please let us know when you receive the last withdrawal.
You can also use the Resolve button to automatically mark this complaint as resolved. Thank you.
Public
Public
4 months ago
TranslationHello Igor.
I contacted support yesterday via email and live chat. They told me it was being taken care of. As soon as the final payout arrives, I will mark the complaint as "resolved." Thank you for your effort, and I hope the final payout arrives soon.
Automatic translation:
Public
Public
4 months ago
Dear Suszka,
You are welcome.
Since the second withdrawal was successful, it seems like everything is alright.
Please respond when the last withdrawal will be paid out.
Public
Public
4 months ago
TranslationI wanted to let you know that all outstanding withdrawals have now been paid. Many thanks to CasinoGuru and especially Igor.
Automatic translation:
Public
Public
4 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 Suszka,
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,
Igor
