Vegasino Casino - Player’s withdrawals are delayed and unresolved.

I have 2 pending withdrawals, one for 31 euros from December 8, 2024, and another for 40 euros from December 30, 2024, and both are still unprocessed, meaning it's been almost a month since the first withdrawal attempt and nothing regarding my payment. Your terms and conditions specify that payments are to be made within 3 business days.

I have not used any bonuses.

Support only responds with the same messages as always, which seem to be written with ChatGPT, such as: "We wanted to inform you that withdrawals are taking longer than usual. Rest assured that our finance department is actively working to expedite the process and we are doing everything possible to complete your transaction as quickly as possible. We appreciate your understanding and will keep you informed about the progress."

Or they tell me there are issues with my payment provider (I use cryptocurrencies).

Or that they have escalated my case to the relevant department.

I've been dealing with this issue for almost a month and I keep getting the same responses!

Dear diositolcl, 

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?

Have you accumulated your winnings with or without an active bonus? 

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, 

Veronika

Due to an exceptionally high volume of complaints, we kindly ask for your patience. While we strive to publish complaints within 48 hours, follow-up responses may take up to 7 days. Assigning your complaint to a resolver might also take longer, as we’re currently managing close to 1,000 complaints.

Thank you for your understanding. Wishing you a wonderful New Year 2025!

Have you made any successful withdrawals before?

These are my first retreats

Could you confirm that you have passed KYC verification?

I have not been asked for any type of verification and it tells me that it is not necessary.

Have you accumulated your winnings with or without an active bonus?

Without an active bonus, I have only used the real balance that I deposited

Thank you for your reply. Please forward me all the communication between you and the casino's customer support regarding the delay in processing your payments. My email address is veronika.f@casino.guru.

Dear diositolcl,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.