The player from Austria had requested a withdrawal prior to submitting this complaint. Unfortunately, their winnings had not been received yet. The Complaints Team confirmed that the player’s issue had been resolved as all three withdrawals were processed and transferred to his account. It was noted that the processing time experienced seemed to be standard, and the casino may have acted upon the complaint without direct intervention from the team. The complaint was marked as 'resolved' in the system.
Vegasino Casino - Player’s withdrawal has been delayed.
Resolved
Our verdict
Case closed
Amount: €1,500
Vegasino Casino
Safety Index:Very highCase summary
Discussion
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8 months ago
Translation
Hello dear CasinoGuru team,
I have exactly the same problem as most people with Vegasino.
I won (which never happens) €4500 at Vegasino.
I have requested three €500 payouts starting on April 5, 2025. (I would also like to withdraw the entire €4,500 amount.)
Not a single step of the procedure has been confirmed yet.
In chat and email support I keep getting the same thing: sorry, there are a lot of requests...
I've never experienced this at an online casino before and with all the reviews online I thought I'd turn to you.
This whole story is really taking its toll on my psyche because I've already lost a lot and this payout would help me a lot.
Best regards
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8 months ago
Dear DaddyFool,
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
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.
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8 months ago
Dear DaddyFool,
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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8 months ago
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Hi, unfortunately nothing has changed, I'm still stuck in the processing phase and support keeps saying "we're waiting for confirmation from the finance department.
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7 months ago
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Hello, have you contacted Vegasino?
because I received an email from support.
It's the same answer I received in my last email to support.
"Thank you for contacting our Vegasino customer service.
We have forwarded your request to the relevant department and it will be dealt with as quickly as possible.
You will be notified as soon as there is any news about this.
If you have any further questions, please contact us by email or via live chat."
"You will be notified as soon as there is any news about this."
Unfortunately, I have not been notified of any updates on this matter since the last time I received this reply.
I assume because there is no news on this case.
Best regards
DF
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7 months ago
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Hello, all 3 withdrawals were processed today and transferred to my account.
I would be very interested to know whether you have written to the casino or whether this is the normal processing time?
I still have a few withdrawals to make, so I wanted to know if I should contact them the next time my withdrawals are delayed, or if the casino really just has a very long processing time.
Thank you so much!!!
Best regards,
DF
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7 months ago
Dear DaddyFool,
We're glad to hear that your issue has been resolved. We have not yet contacted the casino so it seems like a standard processing time in this case. However, they might have seen the complaint without us contacting them. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Nick Bacon
Casino.Guru
