Vegasino Casino - Player's withdrawal is delayed.

I won almost €6,000 at this casino but they always find excuses not to pay the first withdrawal, which was requested on January 16th and is still being processed...

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.

Hello,

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 within 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

They haven't asked me for any kind of documents, they always answer the same things and from what I see and read, there are many people who are having problems... I would just like to receive my funds as soon as possible.

Update: the first 2 withdrawals of €200 and €500 respectively have been approved but not yet in the account. Updates will follow.

Thank you for your replies. Could you please specify if you received any of your winnings in the meantime?

How many pending withdrawal requests are currently in your account? If possible, please send me a screenshot of your transaction history showing the pending withdrawals. Thank you for your patience and cooperation.

Dear Lollo090,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I received two withdrawals of €500 and €200, the others are completed and then declined at random for no reason, saying it was due to problems with my bank, which is false... I don't know if this is normal...

• Have you selected the same payment method for all of your withdrawal requests, including those that were successfully paid out?
• Could you please send me a screenshot of your transaction history showing your most recent withdrawal request?
• Additionally, kindly forward your communication with the casino’s customer support regarding the issues with processing your withdrawals to veronika.f@casino.guru, or post the screenshots here.

Thank you for your cooperation.

Dear Lollo090,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Veronika
Casino.Guru