The player from Italy experienced a delay in receiving his €500 and €200 withdrawals, which he had requested two weeks earlier after winning €4,000. He sought assistance to expedite the process due to his urgent financial situation. The Complaints Team contacted the player to clarify details about his previous withdrawals, KYC verification, and bonus status, but he failed to respond to these inquiries. Due to the lack of communication from the player, the complaint was closed without resolution. The player retained the option to reopen the complaint by resuming communication with the Complaints Team.
Vegasino Casino - Player’s withdrawals are delayed.
Closed
Our verdict
Player stopped responding
Amount: €700
Vegasino Casino
Safety Index:HighCase summary
Discussion
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3 months ago
Translation
Good evening, I won around €4,000 on Vegas and I haven't received my €500 and €200 withdrawals (these are the only withdrawals I requested). It's been so many days and I wanted to ask for your help. I hope you can help me. I really need that money because I'm in dire financial straits, and this money would be a real lifesaver. Please, thank you.
Automatic translation:
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3 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.
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3 months ago
Dear fedx,
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 fully understand the situation.
- Have you made any successful withdrawals before?
- Could you please confirm that you have passed the KYC verification?
- Have you accumulated your winnings with or without an active bonus?
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards
Petra
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2 months ago
Dear fedx,
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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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,
Petra
Casino.Guru
