The player from Germany had requested a withdrawal that she had initiated one month prior, but she had been waiting for two months to receive her payment. The player did not respond to the Complaints Team's inquiries and reminders seeking clarification on her situation. Due to the lack of communication, the complaint was closed without further investigation or resolution. The player retained the option to reopen the complaint if she chose to resume communication.
Vegasino Casino - Player's withdrawal is delayed.
Closed
Our verdict
Player stopped responding
Amount: €2,000
Vegasino Casino
Safety Index 7.5 Above averageCase summary
Discussion
Public
Public
2 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
2 months ago
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
- When exactly did you submit the withdrawal request for the winnings you are still waiting to receive?
- What types of games did you play to accumulate these winnings?
- Did you accumulate these winnings with or without a bonus?
- When was the last time the casino communicated with you regarding the delay in processing your payment?
- When was the last time you successfully withdrew winnings from this casino?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
Public
Public
2 months ago
Dear Magneto4,
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.
Public
Public
2 months ago
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
