Vegastars Casino - Player believes that their withdrawal has been delayed.

I am experiencing ongoing issues with Vegastars regarding a withdrawal that has been pending for several days.

For over 2 days, support repeatedly assured me that my withdrawal "will be processed, rest assured", but no progress has been made and no transaction has been completed. This same response has been copied and sent multiple times without any evidence that the withdrawal is actually being processed.

When I continued to follow up and asked for a concrete timeframe or proof of progress, I was blocked from accessing their live chat support entirely, leaving me with no way to communicate with them.

At no point have they:

Provided a clear reason for the delay

Given a realistic timeframe

Escalated the issue to a supervisor

Offered alternative support channels

This behaviour is extremely concerning and appears to be an intentional attempt to avoid processing withdrawals.

I am requesting:

Immediate processing of my withdrawal

Written confirmation of the transaction

Restoration of my access to customer support

I am happy to provide screenshots and full communication logs if required.

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.

Dear CallumJPunch,

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

Dear CallumJPunch,

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.

Dear CallumJPunch,

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.

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,
Karla
Casino.Guru