The player from Austria had requested a withdrawal prior to submitting this complaint. Unfortunately, their winnings had not been received yet. After three weeks of processing delays and automated responses from the casino, the player finally received the withdrawal. The Complaints Team marked the issue as resolved after confirming the player had received their funds. The player was advised to reach out for any future issues.
Vegasino Casino - Player’s withdrawal has been delayed.
Resolved
Our verdict
Case closed
Amount: €500
Vegasino Casino
Safety Index 7.9 Above averageCase summary
Discussion
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11 months ago
Translation
The stated 3 working days have passed and the casino still refuses to pay out. Automatic messages appear in the chat saying that payments will be made after 3 days, but that is not true!!
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11 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
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.
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 makes such a request, do not share any information.
We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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11 months ago
TranslationI can't verify because it says above that you don't have to verify yourself...they're probably delaying it on purpose and then asking for verification so that I have to wait even longer...I know the tricks of the casinos that have the .......license...attached are the screenshots as evidence
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11 months ago
TranslationTwo weeks have now passed, and they're saying via email and chat that everything is fine with the payout and are apologizing for the wait; they're working hard on the payout! What a disgrace! Please do something about it. They're making fun of me like a little child! I've never experienced a payout not even being processed after two weeks! This is the most horrible casino, eh? I don't understand the high ranking! How can you rate the casino positively?
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11 months ago
TranslationThey don't even reply to emails, nothing's happening, and I don't understand why something like this isn't blocked! Automatic messages in chat and emails are the same, and they've stopped replying to emails since August 7th. I've requested a payout and it's still being processed! The T&Cs say it will take 3 business days! Violation of their own rules! And such a high ranking? Something's wrong... Well, these scammers belong in prison, not praised! Thanks.
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11 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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11 months ago
TranslationHello, no, it's still in processing! Unbelievable but true! They keep sending automated messages to my emails saying they're working hard on a payout, etc., which is, of course, a lie! Please help me because I'm helpless. I've been trying to contact them for two weeks without success. Thank you very much.
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11 months ago
Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.
Have you made any successful withdrawals before?
Did you accumulate your winnings with or without an active bonus?
Have you contacted the casino to confirm whether any verification is required on your account?
Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at dominika.l@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.
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11 months ago
TranslationHello no this is the first time I've paid out..
No active bonus!
The emails the casino sends are always the same, i.e. automatic replies!
Yes I can send you screenshot
Just the same answer every time automatically!
They just don't want to pay out!!!
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11 months ago
TranslationYes, after 3 weeks finally...thank you so much ❤️
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11 months ago
Dear player,
We're glad to hear that your issue has been resolved. 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,
Dominika
Casino.Guru
