Vegastars Casino - Player claims that payment has been delayed.

1 am trying to withdraw 2 separate withdrawals totalling $1400 USD of ethereum from Vegastars. It has now been over a week when they specify that crypto withdrawals will be processed within 9 hours. I have had no issues in the past. Is there anything I can go do. Im starting to believe I will never recieve payment as they are giving me generic responses on the chat. Also, a few days ago I was told that my withdrawal would be processed immediately but that did not happen

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Dear ajdnop23,

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

It has now been 2 weeks since the withdrawal request, they state that their crypto payments are still down. Any live chat reply is still generic and I am still told they are trying to fix the issue and I will get an email response when this is sorted. The same answer for a week and a half now

Early last week I cancelled my withdrawal that was stated as pending, thinking this may be the issue but there was no movement on the withdrawal stated as processing (the same status for almost 2 weeks now). I feel I am getting played as once the withdrawal says processing I usually would recieve funds with a few hours.

Ive also been removed from the Facebook group for complaining.

In summary I still have 1300 in eth that requires processing, submitted 2 weeks ago

Just an update, I now cannot log in with my google account

Dear ajdnop23,

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.

I have still not received my withdrawal, still receiving generic responses as of yesterday.

Last communication stated they are still trying to fix the crypto payment issue and that they would email me when it was resolved

I cannot log in at the moment with my google account so I am unable to speak to live chat.

I cannot reset my password, log in through google account. I have sent an email to support@vegastars.com but not received a reply as of yet.

I am receiving emails for promotions but cannot access them.

An update:

I was told Vegastars could convert my balance into my cash account so I can use bank transfer instead

So i cancelled my withdrawal and asked them to convert my balance, they told me they cant do it even though they explicitly said they can over live chat (see screenshots)

For now I have re requested the crypto withdrawals but I'm back to getting generic answers.

Ive been told to wait for an email over 20 times in the last 2 weeks but never received one.

This is getting quite frustrating.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear ajdnop23,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Karla