The player from Germany had submitted a withdrawal request less than two weeks before contacting us. Winnings had not been obtained up to that day. After multiple follow-ups and communication with the casino, it was confirmed that the withdrawals had been successfully completed. However, due to a lack of response from the player regarding the receipt of the funds, the complaint was closed. The player retained the option to reopen the complaint in the future if they chose to resume communication.
Vegasino Casino - Withdrawal of player's winnings has been delayed.
Closed
Our verdict
Player stopped responding
Amount: €11,500
Vegasino Casino
Safety Index:HighCase summary
Discussion
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8 months ago
Translation
Good day,
I made a deposit of €25 at Vegasino including a deposit bonus (which was 250%)
The wagering requirements were met and the bonus was converted into approximately €1,000 in real money.
I requested the first withdrawal and continued playing with my real money balance, ultimately winning €11,500.
I have been registered with Vegasino since the beginning of the year and have already made two different withdrawals (€100 & €500), which were otherwise paid out to my credit card without any problems.
Now I have 3x €500 withdrawals in process and another €10,000 in real money balance, but unfortunately I've been put off by email for weeks and no payout has been made - I chose the same deposit and withdrawal method as in the past.
There is no live chat at all, you wait for an hour and no operator is assigned.
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8 months ago
Dear player,
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 the 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.
Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.
All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.
If you notice anything suspicious, don’t hesitate to reach out to us directly.
Thank you for your patience, and stay safe.
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8 months ago
TranslationHello, the two weeks are over today. I haven't received any of my three payouts from June 27, 28, and 29.
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8 months ago
Dear player,
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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8 months ago
TranslationI haven't received any of my three payouts from June 27, 28, and 29. (As of July 11, 2025)
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8 months ago
TranslationUnfortunately, I still haven't received any of my three payouts; they're still being processed. It's been 17 days now! (As of July 14, 2025)
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8 months ago
Dear player, 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?
Could you please specify the bonus you used?
Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.
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.
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8 months ago
Translation- Yes, I have already made two successful withdrawals from Vegasino (€100 - May 10, 2025 / €500 - April 13, 2025). Both were processed within a few days using the same credit card I requested.
- KYC verification is not currently necessary, and was never necessary for withdrawals in April and May.
- I don't remember the exact bonus, but it was a €200 deposit bonus with a 40x wagering requirement on a €25 deposit, which I made. I played according to the bonus terms and conditions, and there was no winning limit for this bonus either; I specifically checked that before using it.
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8 months ago
TranslationNo money received even after 18 days (as of 15.07.25)
I have sent you all the information by email, attached a picture of the bonus history
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8 months ago
TranslationDay 19, still no payout. (As of July 16, 2025)
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8 months ago
TranslationDay 21, still not received a single euro! (As of July 18, 2025)
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7 months ago
Dear player, could you please confirm whether you have received any of the three requested withdrawals from June 27, 28, or 29?
If yes, have you submitted any new withdrawal requests since then?
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7 months ago
TranslationI received the payouts for July 28 and 29 on July 19!
I am currently waiting for two more payouts of €500 each.
This casino group employs some very shady tricks. The more funds you have, the longer you wait for your withdrawals! Of course, it's not possible to set limits, nor can you deactivate an account with active funds.
They really bet everything on you losing your money out of frustration.
So the average payout time for higher winnings is 3-4 weeks.
I am now waiting for all my remaining payouts and am distancing myself from the casino group
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7 months ago
Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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7 months ago
Dear Jan3521,
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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7 months ago
Dear Jan3521,
Our sincere apologies for your experience.
Your request has been forwarded to the appropriate department.
We will inform you as soon as we have further information.
Thank you,
Vegasino Team
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7 months ago
Dear Vegasino Casino,
We will be waiting for your update.
Thank you for your cooperation.
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7 months ago
Dear Jan3521,
We are pleased to confirm that your withdrawal has been successfully completed on our end.
Should you have any questions or require further assistance, please do not hesitate to contact us.
Thank you,
Vegasino Team
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7 months ago
Dear Jan3521,
Could you please confirm, if you have received the mentioned withdrawal? How much you have received by now?
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7 months ago
Dear Jan3521,
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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7 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,
Mirka
Casino.Guru
