The player from New Zealand had initiated a withdrawal on May 31, but the status had not changed despite her messaging the casino twice for updates. She received repetitive responses about delays due to the volume of withdrawals being processed. After confirming that her account had been successfully verified and all necessary processes had been completed, her issue was resolved. The complaint was marked as 'resolved' in the system, and she was encouraged to reach out for any future issues.
Vegasino Casino - Player’s withdrawal is delayed.
Resolved
Our verdict
Case closed
Amount: NZ$1,600
Vegasino Casino
Safety Index:HighCase summary
Discussion
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10 months ago
I made a withdrawal on the 31st of may and the withdrawal status hasnt changed. Ive messaged them twice about it and have had the same response that there is delays because of the amount of withdrawals to process. It is taking way longer than the site indicated.
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10 months ago
Dear Jessthebest6,
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, please let us know and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Veronika
Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.
The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.
Stay cautious, and if you have any doubts, please reach out to us directly.
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10 months ago
Thank you for your reply. I haven't been asked to verify my account as of yet.
Hopefully there will be some progress soon
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10 months ago
Dear Jessthebest6,
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,
Veronika Fritz
Casino.Guru
