The player from Germany deposited €400 and successfully wagered his money but discovered all withdrawal options were blocked when he tried to cash out. He contacted casino support via email for assistance, but has not received a response.
Vegasino Casino - Player's withdrawal options are blocked.
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Vegasino Casino
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1 month ago
Translation
Hello dear Casino Guru Team,
On April 6, 2026, I deposited €400 for a casino bonus of 75% up to €355.
Real money and bonuses are kept separate in this casino.
I was then able to make a profit with my real money . After wagering the deposit amount once, I tried to request a withdrawal.
I then discovered that all withdrawal options were blocked. The live chat support was unable to help me.
So on the same day I sent an email to the casino support and asked them to lift the block on withdrawals.
To this day, I have not received a reply to my email from casino support.
I hope you can help me clarify this case.
Best regards,
[Redacted]
Edited by a Casino Guru admin
Automatic translation:
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1 month 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.
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1 month ago
Dear Popy71,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Have you made any successful withdrawals before?
- Could you please confirm that you have passed the KYC verification?
- Was the bonus still active at the time when you requested the withdrawal?
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.
Best regards,
Attila
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1 month ago
TranslationHello Attila,
Here are the answers to your questions:
Have you ever successfully made a withdrawal?
No, it was my first win at the casino.
Could you please confirm that you have passed the KYC verification?
No, KYC verification has not been required so far. And there's nothing about it on the casino's verification page either.
Was the bonus still active at the time of your withdrawal request?
I deactivated the bonus after my real money win. As mentioned in the first message and shown in the screenshot, I cannot submit a withdrawal request because all withdrawals are blocked.
kind regards,
[Redacted]
Edited by a Casino Guru admin
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3 weeks ago
Dear Player, thank you for your response. I have read the casino's terms and conditions and I have found this:
7.13 Customers attempting to withdraw funds before the wagering requirements are met will have their bonus balance and all winnings derived therefrom voided.
Could you please attach a screenshot of your current account balance? Additionally, could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshots here.
Thank you in advance for your reply.
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3 weeks ago
TranslationHello Attila,
Response to your research in the bonus terms and conditions:
In my last message I already wrote that I did not activate the bonus I received, but deactivated (cancelled) it after I won with real money.
The bonus was therefore never active!
Nevertheless, the deposited real money amount must be wagered at least once before a withdrawal can be requested. After wagering the deposited amount once, I accessed the withdrawal page.
It then stated: "Withdrawals blocked"
Here's the screenshot again:
Could you please attach a screenshot of your current account balance?
Here is the requested screenshot:
I will send you the email I wrote to support on April 6, 2026, via email.
kind regards,
[Redacted]
Edited by a Casino Guru admin
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2 weeks ago
Thank you for your response. I would like to clarify that in most casinos, the rules regarding bonuses apply to the entire balance from the moment the bonus is activated until the wagering requirements are fulfilled or the bonus is canceled. Based on your message, it appears that the bonus was deactivated only after your winnings were achieved. This implies that the bonus remained active during your gameplay, which resulted in those winnings.
To assist you further with this complaint, could you please provide a screenshot of your bonus history and the KYC verification tab from your profile? Additionally, have you received any response from the casino's customer support regarding your message?
I look forward to your reply.
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2 weeks ago
TranslationHello Attila,
Here are the answers:
"... this means that the bonus was active during your gameplay and therefore also during your winnings."
No, I wrote that I first played with my real money and was able to win that way. The bonus was never active! In this casino, you have to activate the bonus manually. I didn't do that.
To help you with your complaint, please send us a screenshot of your bonus history.
...and the KYC verification section from your profile.
Have you already received a response from the casino's customer service to your message?
No, I haven't received a reply yet.
kind regards,
[Redacted]
Edited by a Casino Guru admin
Automatic translation:
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1 week ago
Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.
Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Stefan (stefan.m@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.
No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.
I wish you the best of luck and hope your case will be resolved to your satisfaction soon.
Kind regards,
Attila
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1 week ago
Dear Popy71,
I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.
At this point, I would like to invite a representative from Vegasino Casino to join this conversation and assist in addressing the complaint.
Dear Vegasino Casino,
Could you please provide your comments regarding the situation?
Thank you in advance for your cooperation and for sharing any relevant information.
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2 days ago
Dear Casino Guru,
We have requested additional information from the relevant department regarding this case and the player's concerns.
We will provide an update as soon as we receive a response.
Kind regards,
Vegasino Team
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2 days ago
Dear Vegasino Casino,
Thank you for your response and continued cooperation.
Please keep us updated regarding the matter.
We look forward to your response.
