The player from Austria had submitted a withdrawal request less than two weeks prior to contacting us. Winnings had not been obtained up to that day. The player experienced significant delays with multiple withdrawal requests totaling €4,300, which were initially unprocessed for over 17 days. After escalating the issue, the casino confirmed that two withdrawals had been declined due to payment provider errors, prompting the player to request an alternative withdrawal method. Eventually, the player received partial payments, and after further follow-ups, all remaining funds were successfully processed. The complaint was marked as resolved.
Vegasino Casino - Withdrawal of player's winnings has been delayed.
Resolved
Our verdict
Case closed
Amount: €4,300
Vegasino Casino
Safety Index:Very highCase summary
Discussion
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5 months ago
Translation
I won a total of €5,300 playing roulette. With my own money, without a bonus or anything like that. I deposited and withdrew using a credit card. I received the first €1,000 late, but at least €500 once a week. Now I still have €4,300 outstanding, and I haven't received a payout since June 13th. It's been almost two weeks! I've written to support every day, but it's no use! I've documented and screenshotted everything: winnings, withdrawal requests, correspondence.
Hopefully you can help me.
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5 months ago
Dear FloA,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.
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5 months ago
Translation
Hello!
First of all, thank you for the answer.
In six hours, it will have been 14 days since I was waiting for the payout. I have three payouts pending: from June 13, 14, and 15. And I'm still €4,300 missing. I can't wait three weeks each time for €500?
Above all, their website says that they pay out €7,000 a month, but I'm far from that.
Checked and everything is fine, I've already received 500€ twice.
In a written correspondence they wrote to me that everything was fine and that I would receive the money, but they have only been writing this for 10 days!
So any help from you would be very nice.
Kind regards
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5 months ago
Dear FloA,
I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.
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5 months ago
Translation
Hello!
No, none of the 3 open withdrawals have been processed.
€1,500 is being paid out. A total of €4,300 is still missing.
Kind regards
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5 months ago
Thank you for your response. Has the casino explained why your withdrawal requests are delayed?
Please forward me all the screenshots and communication between you and the casino customer support regarding the delay in processing your payments at [email protected].
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5 months ago
Translation
Hello.
They say it's because too many people want to cash out at the moment. But that's no excuse when you have to wait two weeks or more for €500. At other casinos, you get your money in minutes.
I sent them an email.
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5 months ago
Thank you very much, FloA, for providing all the necessary information. I will now transfer your complaint to my colleague Mirka ([email protected]) 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
Translation
Thank you very much. I hope this makes a difference. The payments still haven't been processed.
Kind regards
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5 months ago
Dear FloA,
My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Vegasino Casino representative to join this conversation.
Dear Vegasino Casino,
Could you please provide clarification regarding this case?
Thank you in advance,
Mirka
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5 months ago
Dear All,
Thank you for reaching out to us, and we apologize for the delay.
We are checking the player's request with the relevant department.
Once we have an update we will let you know.
Thank you for your patience.
Best regards,
Vegasino Team
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5 months ago
Translation
Hello.
It has now been 17 days since the last payout!
Kind regards
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5 months ago
Translation
Hello.
Vegasino must have already seen it. One withdrawal was released today, while the other two were canceled.
Now I'm still missing €3,800. I hope the next payout doesn't take another 17 days.
Kind regards
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5 months ago
Dear FloA,
Following our internal review, we regret to inform you that two of your recent withdrawal requests were unfortunately declined by the payment provider.
We sincerely apologize for the inconvenience caused.
To proceed without further delays, we kindly ask you to submit a new withdrawal request using an alternative method, such as bank transfer, which we will prioritize and process with urgency.
Thank you for your understanding and cooperation.
Best regards,
Vegasino Team
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5 months ago
Translation
Hello.
I can't imagine that, it's always worked perfectly everywhere and my bank doesn't reject anything.
But good.
I have now made a withdrawal via bank transfer.
Kind regards
Edited
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5 months ago
Dear FloA,
I am glad to hear, that you were able to complete the first withdrawal.
Please notify me, when you receive following withdrawals.
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5 months ago
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Thanks! I'll keep you updated; nothing else has been released yet.
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5 months ago
Translation
Hello!
Unfortunately, it's been six days since my last payout. So, apparently, I'm not being prioritized.
3 withdrawals are open, none have been processed.
Kind regards
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5 months ago
Dear Vegasino Casino,
Is there something, that can be done to speed up the withdrawal process?
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5 months ago
Dear All,
We apologize for the delay.
We have escalated the player's request to the relevant department.
Once we have an update, we will let you know.
Best regards,
Vegasino Team
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5 months ago
Translation
Absolutely nothing is happening. These are all pre-written answers. They don't care. Just yesterday, I made a withdrawal at another casino. Within 10 minutes, I had the money in my account. I called my bank, and the payments weren't declined. The casino is deliberately delaying payments. Terrible.
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5 months ago
Dear FloA,
After consulting with the relevant department, there have been attempts to send the money from our side but there has been an error.
This error has been confirmed that it comes directly from the issuer, and it means that your account or card does not accept transfers.
After checking your account, I can see that you have attempted requests via bank transfer.
Once we have an update, we will let you know.
Best regards,
Vegasino Team
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5 months ago
Translation
How can it be that my card does not accept payments when a withdrawal has already been accepted to this card three times?
I'll insist on every cent, no matter what it takes. I won't be cheated!
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5 months ago
Translation
Two payouts were just transferred. I wasn't expecting that. I'm still missing €2,800.
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5 months ago
Dear FloA,
I am happy to confirm that your withdrawals requested via bank transfer has been processed, and the money has been sent from our side.
The funds can take 3 - 5 working days to appear in your account, however, this is subject to the payment method used and your bank standards.
You have already requested a new request via bank transfer, since this method is effective you should be able to receive your funds in a timely manner.
Best regards,
Vegasino Team
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5 months ago
Thank you for the update, Vegasino Casino.
Dear FloA,
Please notify me, when you receive the res of the disputed amount.
Thank you.
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5 months ago
Translation
Hello.
Unfortunately, it's been 7 days since the last payout. I've requested 3 withdrawals.
Kind regards
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5 months ago
Translation
No response Vegasino? I thought I was prioritized?
There is still €2800 missing and it has been 8 days since the last payout!
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5 months ago
Dear FloA,
Your withdrawals have been processed, and the money has been sent from our side.
The funds can take 3 - 5 working days to appear in your account, however, this is subject to the payment method used and your bank's standards.
Best regards,
Vegasino Team
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5 months ago
Translation
Yes, something has been paid out again. Only €1,300 is missing, and then the case will finally be closed.
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4 months ago
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The remainder has now been paid out. Thanks, Casino Guru, for the help. I won't say anything about Vegasino right now. There will be many, many, many reviews online about that. I've been playing in various casinos for 15 years now, but something like this has never happened to me before.
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4 months ago
Dear FloA,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Mirka Dubasova
Casino.Guru
