Vegasino Casino - Player’s withdrawal requests are being cancelled.

Dear Sirs.

I registered my account at Vegasino on 02/03/2025. I have been an active user, engaging in both sports betting and casino games, specifically live roulette. Crucially, all my gambling activity has been conducted exclusively using real funds; I have never claimed, activated, or used any bonuses or promotional offers that could be subject to wagering restrictions or rollover requirements.

During the initial phase of my account activity, I successfully processed several withdrawals, which confirms that my account was in good standing and my payment method was correctly verified by the system.

Recently, I have attempted to withdraw a remaining balance of 400€, but these requests are being systematically cancelled by the operator every 2-3 weeks without any valid technical or legal justification. To address this situation, the casino requested a full KYC verification process, which I have completed in its entirety. Specifically, I have provided:

Proof of Identity (Government-issued ID).

Proof of Address.

Three separate selfie verifications as requested by their compliance team.

Full screenshots and verification of my personal TrustWallet account.

Despite having provided all required documentation, having no bonus-related restrictions, and having a clean history of real-money play across sports betting and live roulette, the casino continues to cancel my withdrawal requests. I have not breached any Terms and Conditions.

I am requesting that Vegasino process the pending 400€ withdrawal immediately or provide a specific, documented reason for the rejection based on a concrete clause of their T&C.

Thanks in advance for your help

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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.

• What types of games did you play to accumulate the €400 winnings that you have been trying to withdraw?
• Have you received any response from the casino regarding the documents you submitted for the verification of your account?
• When was the last time you made a deposit into this casino, and which payment method did you use?
• Had you previously completed the full KYC verification process at this casino when your earlier withdrawals were successfully processed?

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

Dear Veronika,

Thank you for your assistance with my case. Please find below the detailed answers to your questions to clarify the situation:

• What types of games did you play to accumulate the €400 winnings that you have been trying to withdraw? The winnings were accumulated through a combination of sports betting and casino games, specifically live roulette. All gameplay was conducted strictly using real money; I did not activate, claim, or use any promotional bonuses or offers.
• Have you received any response from the casino regarding the documents you submitted for the verification of your account? Yes. I submitted all requested documents, including my government-issued ID, proof of address, 3 separate verification selfies, and screenshots of my personal TrustWallet. The support/compliance team initially confirmed that the documents were accepted. However, shortly after that confirmation, they stopped responding to my emails entirely.
• When was the last time you made a deposit into this casino, and which payment method did you use? My last deposit was made on 02/03/2025. I deposited 2 LTC (Litecoin).
• Had you previously completed the full KYC verification process at this casino when your earlier withdrawals were successfully processed? No, a full KYC was not requested initially. I successfully processed 5 previous withdrawals without being asked for documentation. The casino only triggered the full KYC procedure when I requested this final €400 withdrawal.
• Additional critical update: Following the systematic cancellation of my withdrawal requests every 2-3 weeks, the casino has now completely blocked my access to my account. I am currently unable to log in to view my balance or communication history.

Thank you for mediating this matter. I look forward to your guidance.

Best regards,

Thank you for your reply. Did you receive any emails from the casino after your account was blocked? If so, kindly forward me the conversation between you and the casino customer support regarding the closure of your account at veronika.f@casino.guru. I appreciate your time and cooperation.

Dear Veronika,

I am writing to provide a crucial update regarding my case.

Following my recent communications with the casino's live support, the operator has partially processed my pending funds, and I have successfully received 200€ in my wallet.

As of today, the remaining disputed balance stands at about 209€, which I am still unable to withdraw due to the ongoing account block.

As requested, I have forwarded the full chat transcript and email interactions with Vegasino's support team to you for your review. I hope this evidence helps clarify their acknowledgement of my remaining funds.

Thank you for your continued mediation.

Best regards, Josep

Thank you for the update and for your email.

Had you requested a withdrawal of your remaining balance before your account was blocked, or was the amount simply available in your real-money balance at the time the casino closed your account?

Has the casino confirmed that the remaining balance will be paid out to you? If so, please specify the expected payment date.

Additionally, if there have been any recent conversations between you and the casino regarding this matter, kindly forward them to me for review.

Dear paxman,

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.

Good morning

I requested a withdrawal of the remaining balance even though my account was already blocked. I submitted the request via email; I've forwarded a copy to you.

The casino hasn't confirmed the payment, only that they'll resolve the issue. I've been in contact with the casino for almost a year, and they've given similar responses several times, but the payment still hasn't arrived.

Greetings

Dear paxman

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, Kubo (jakub.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,

Veronika

Dear paxman,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Vegasino Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Vegasino Casino,

Could you kindly provide detailed information regarding the player's issue? Specifically, I would appreciate it if you could clarify why the player’s withdrawal requests have been repeatedly cancelled and provide any relevant details or supporting information related to these cancellations.

Thank you in advance for your cooperation and prompt response.

Best regards,

Kubo

Dear all,

Thank you for contacting us.

We kindly inform you that we reviewing your case with the relevant department.

Moreover, we would like to assure you that we will notify you promptly once there is an update.

Kind regards,

Vegasino

Dear Kubo,

Thank you for reaching out regarding the player's account.

Following a comprehensive review of the transaction logs by our finance department, we found no technical issues or administrative restrictions on the account. The previous withdrawal requests in question were not rejected or blocked by our platform; rather, they were canceled manually by the player from within their own account portal.

We can confirm that the player has since submitted a new manual withdrawal request today, July 8, which is currently being processed by our team as a priority. Once processed, the funds will be sent out immediately.

Best regards,

Vegasino Casino Team.

Dear Kubo,

I am writing to confirm that I have now successfully received the remaining balance of 243€ via bank transfer. The entire disputed amount has now been recovered.

However, I must strictly and categorically refute the statement made by Vegasino's support team. At no point did I "manually cancel" my previous withdrawal requests. My account was completely blocked and inaccessible by their own administration, which is why their compliance team had to reach out to me via email on June 26, 2026, to request my banking details for a manual, external payout.

I have already forwarded those email threads to you as irrefutable proof.

The casino's statement is a cynical attempt to distort the facts and hide their systematic delay and account restriction tactics.

Since the funds have finally been paid out due to CasinoGuru's vital mediation, this case can now be closed as RESOLVED.

I am deeply grateful for your assistance, Kubo & Veronika; without your intervention, these funds would have remained wrongfully withheld.

Best regards,

Dear paxman,

I’m pleased to hear that your issue has been successfully resolved. I’ll go ahead and mark the complaint as "resolved" in our system.

Thank you for your cooperation! If you encounter any further issues with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re here to assist you!

We hope your experience with our services was positive. While we don’t charge fees or accept tips, your feedback is incredibly important to us. We would greatly appreciate it if you could take a moment to share your thoughts on Trustpilot (link here). An honest review, along with any suggestions for improving our complaint resolution and mediation process, would be extremely valuable. Your insights can help others who may be facing similar issues.

Thank you in advance for your support in helping us enhance our services!

Best regards,

Kubo