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