The player from Portugal faced canceled withdrawals on the scheduled payment date, despite having followed all required procedures for withdrawal. At that time, she was unable to log in to the casino's website, which prevented her from contacting customer support or making further withdrawal requests. The Complaints Team communicated with the casino, which stated that some earlier withdrawal requests had been unsuccessful due to issues with the payment provider, but confirmed that a recent withdrawal had been successfully completed. The complaint was closed due to the player's lack of response to inquiries, although she had the option to reopen it in the future.
Vegasino Casino - Player's withdrawals are canceled and account access is blocked.
Closed
Our verdict
Player stopped responding
Amount: €1,800
Vegasino Casino
Safety Index:HighCase summary
Discussion
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5 months ago
Translation
Good afternoon
This casino cancels withdrawals on the scheduled payment date with the indication: (If you canceled the withdrawal yourself, no further action is required.
If you did not cancel the withdrawal request, the failure may be due to a technical error on the part of the payment service provider.
When making a new withdrawal request, to avoid future inconvenience, follow the instructions below:
- Always use the same payment method used to deposit when withdrawing;
- Make sure there are no pending checks on your gaming account;
- For the best experience on our platform, we recommend using the Google Chrome browser;
Tip: You can use bank transfer for withdrawals.
- Make sure you enter your card details and personal IBAN accurately, with no extra spaces between the digits
If you have any further questions, please don't hesitate to contact us via live chat.
Sincerely,
Finance Department).
However, the data is correct and meets all the requirements mentioned above.
At the moment it is not possible to log in to the website (information attached) which makes it impossible to contact the chat or request any withdrawals.
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5 months ago
Important Notice:
Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.
If anything seems suspicious, please contact us directly. Stay safe.
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.
Have you made any successful withdrawals from this casino before?
Could you please specify if you passed the full KYC verification?
Did you accumulate your winnings with or without a bonus?
Which payment method did you select for your withdrawal request? Have you used the same payment method for depositing money into this casino?
Could you kindly specify why you are currently unable to log into your account?
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
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5 months ago
TranslationGood morning, in Portugal we have an application that is MBway, we use it to pay but it is not possible to receive money, this casino has the option "pay with MBway", to receive the amounts we just have to give the data of the card associated with MBway, and these data were filled in correctly, I am sure because they had already made a cancellation and I contacted support and they said it was a technical failure and at that time they paid. This time they canceled and won't allow me to access the site, I contacted support and they tried to say that I was typing the link to the site wrong, which is not true (I access the link without typing and I've tried on other devices), my access to the site was blocked. The site doesn't require verification, and I haven't used any bonuses. When we submit the withdrawal request, we see "accompanied by the withdrawal", and in my case it said that the requirements were ok. As of today, I still haven't managed to make a withdrawal, and I'm still trying to make a withdrawal in 3 weeks. See attachment
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5 months ago
- Please forward me all the communication between you and the casino regarding the technical issues with your payment to veronika.f@casino.guru.
- When was the last time you communicated with the casino about the problems you’ve been experiencing?
- Have you tried accessing the website via Google to see if there is another working mirror available?
- Have you also tried clearing your cookies and cache, deleting your browser history, or opening the website through a different device or browser?
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5 months ago
Dear Enganada,
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.
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5 months ago
Translation
This casino finds it very difficult to pay on time, I enclose proof of this. To date, an amount I requested on the 24th has not been paid. They always say "the financial department is dealing with the situation and they don't give deadlines. It's not a credible casino.
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5 months ago
TranslationGood afternoon, they've canceled the withdrawal again. This casino has no intention of stopping, I warn you. A week later and after several emails I sent, they canceled again. I ask the Guru site to classify vegasino as "unsafe" since there are several complaints and evidence that they really have problems paying out.
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5 months ago
Thank you very much, Enganada, for providing all the necessary information. I will now transfer your complaint to my colleague Martina (martina.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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5 months ago
Dear Enganada,
My name is Martina, and I will be assisting you in resolving your complaint from this point forward. I’m truly sorry for the situation you’ve experienced, and I’ll do my best to help bring this matter to a satisfactory resolution as soon as possible.
At this stage, I would like to invite a representative from Vegasino Casino to join the conversation and assist in clarifying the issue.
Dear Casino Representative,
Could you please provide more information regarding this case and explain the reasons why the player’s withdrawal requests have been repeatedly canceled?
Thank you very much in advance for your cooperation and assistance.
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5 months ago
Dear All,
Thank you for your question.
We have carefully reviewed the player’s case and can confirm that some of the earlier withdrawal requests were unsuccessful due to issues on the payment provider’s side. Unfortunately, such external processing errors are beyond the control of the casino, and we sincerely regret any inconvenience this may have caused.
We are pleased to confirm that the most recent withdrawal was successfully completed on October 4, and there are currently no pending withdrawal requests in the player’s account.
As a recommendation, we kindly suggest that the player continues using the same payment method that was used for the successful payout, as this may help ensure smoother future transactions.
Best regards,
Vegasino Casino Team
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5 months ago
Thank you Vegasino Casino for the cooperation and update.
Dear Enganada,
can you please give us an update? Have you received your withdrawals?
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4 months ago
Dear Enganada,
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.
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4 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,
Martina
Casino.Guru
