Vegastars Casino - Player's account is closed after withdrawal delays.

I won this money, they wanted multiple forms of ID to prove that my id matched everything which it did so i became fully verified.

This money i won over a month ago, since then they have been stalling on paying me and whenever they finaly sent me an email saying its processing id later get an email back sayingit didnt process becasue my bank rejected it, i then called my bank and they didnt have any transactions come in for me . I have given them 3 different banks now that i have and theyre saying the same excuse everytime.

They have now put a self-exclusion ban on my account because i said i deserved that money and needed that money so their reason for banning me was becasue i shouldnt be using money i cant afford to lose. I put $50 in, won $400.

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Hello,

Thank you very much for submitting this complaint. I’m sorry to hear about the problem you’re experiencing. Please allow me to ask you a few questions to clarify your situation.

• Has the casino offered you any alternative way to withdraw your winnings, especially now that your account has been disabled?
• For how long is your account self-excluded?
• Which payment methods are available in your casino account for withdrawals, apart from bank transfer?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello ,

In response to your response online.

Has the casino offered you any alternative way to withdraw your winnings, especially now that your account has been disabled?

Yes I have given them 3 different bank accounts now, and a pdf bank statement for each, now ive given them my crypto account and they have now asked for a bank statement pdf of my crypto account..?

For how long is your account self-excluded?

Self exclusion time is unknown

Which payment methods are available in your casino account for withdrawals, apart from bank transfer?

Bank transfer

Crypto- I have asked them to do that but they are still not doing it. 

I asked to pay id, its been nearly 2 months.

Best regards

Taylah

Hello can i get a response?

Hello taylahp123,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear taylahp123

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Thankyou so much Veronika!

Hello taylahp123,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I’ll reach out to the casino team to better understand the circumstances and see if there’s any room for clarification or resolution.

We would also like to invite Vegastars Casino to participate in this discussion and share their perspective.

Dear Vegastars Casino,

I respectfully request clarification on the reasons behind the non-processing of the player's withdrawal from your end, especially considering the considerable time that has elapsed. I would also appreciate information on when this matter will be resolved.

If there are any pertinent details or circumstances related to this case that cannot be disclosed publicly, I would be grateful if you could share them directly with me at michal.k@casino.guru for an independent assessment.

Good morning, thank you for your message. We are sorry for the frustration and delays you have experienced, this is not the standard we aim for.

We have checked the situation and can confirm your case has been escalated and is currently being handled by the relevant team, with the required steps already underway. While we cannot provide an exact timeframe, this is being actively worked on and we will share an update as soon as there is progress.

Vegastars Team

Dear Vegastars Team,

I would be grateful for any update you may be able to provide, and I look forward to your response regarding the anticipated payment timeline.

Hi,

A proof or ID was requested via email yesterday. Once it is received and verified, we can proceed with the payout. Thanks.

Noi it wasn't. i have submitted 5-6 types of id verification now and you guys have sent nothing. Numerous pdfs of my bank statements which are unneccessary, 3 different backs, numerous proof of addresses, crypto address, nothing is happening

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Michal,

Thank you for your message. This case is being actively reviewed at the moment and we are following up internally to provide a full response as soon as possible. We will update the complaint with our findings and next steps shortly

Vegastars Team

Dear Vegastars Team,

I look forward to your timely feedback.

Hi taylahp123 and Michal, thanks for your patience while we worked through this

We can confirm the remaining balance has now been paid out, with the payment completed on 29/01. If you have any questions or need anything further, please reach out and we’ll be happy to help

Vegastars Team

Where has it been paid to?

I have no received any payments from you guys on bitcoin or via bank transfer .can you please attach proof of payment

Hi Tayla,

We just emailed you the hash number and wallet address. Transaction was made on 27 Jan 2026 10:18:34 UTC.

VS Team

Dear taylahp123,

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.

I never received any money. Can vegas stars please send me a proof of receipt? My bitcoin wallet has not received money .

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi,

Regarding your request for proof of receipt, we can confirm that the transaction hash—which serves as the official proof for any Bitcoin transfer—was sent to your registered email address 6 days ago.

Please have a look through your inbox and your spam folder for that message, as it contains the details needed to track the payment on the blockchain. If you are still unable to locate it, please let us know so we can arrange to have that information sent through to you again.

Vegastars Team

What email did you guys send it from?

Dear Vegastars Team,

Could you kindly confirm the email address of the player to whom you have sent your message? Furthermore, I would appreciate it if you could provide the transaction hash for my review.

I will ensure that your response remains confidential, accessible only to you, the player, and me.

Alternatively, if you prefer, you may send this information directly to me at michal.k@casino.guru.

Dear Vegastars Team,

Thank you for your response and for your email with the transaction information.

Dear taylahp123,

I have reviewed the transaction to your crypto wallet bc***************************5p82kf, and it is indeed confirmed on the blockchain.

As advised by the Vegastars Team, please double-check your email ta*********16@hotmail.com inbox, including the Spam/Junk folder.

Looking forward to your confirmation.

What date was this email sent, i cant see anything in my emails?

Can you please also unlock my account

Dear taylahp123,

Could you kindly confirm that the transaction to your crypto wallet bc***************************5p82kf has been received, as indicated on the blockchain?

If you believe you have not received it, please provide me with your official crypto wallet statement in PDF format for review.

i also never chose to be self excluded from your site,

I am also unsure which wallet the bc**********5p82kf address belongs to as i cannot see this is any wallet. I am still confused as to why this payemnt could not be sent to my bankaccount

Can you please provide the full wallet address and the transaction hash so I can locate it in my wallet records?"

Dear Michal,

Thank you for your message.

I need to clarify something important regarding the Bitcoin address the casino claims I "supplied."

The screenshot they are relying on is from an email I attempted to send, but as shown directly underneath that email, the message was never delivered.

Outlook returned a delivery failure notice stating that the recipient’s email provider rejected my message.

This means:

✔ The casino NEVER received my Bitcoin address

✔ The address was never delivered to them

✔ They cannot rely on a screenshot of an email that bounced and was not received

✔ Any address they are quoting back to me could not have come from me

To be absolutely clear:

**I did NOT successfully provide the address bc**********5p82kf.

They never received it because their own email system blocked my message.**

Additionally, this Bitcoin address does NOT exist in any wallet I own. I have checked all my wallets and none of them have ever generated this address.

Therefore:

I cannot possibly confirm receipt of funds into a wallet that I do not own and never provided.

I kindly request the following:

Proof from the casino of actually receiving my email containing that BTC address.

(Not just a screenshot of my outgoing message — I need evidence it was received on their side.)

Proof of how they obtained this address if my email never arrived. And i have checked all junk folders and received no email from vegas stars, if vegas stars could please email again that would be great.

An explanation of why they sent funds to an address I do not control instead of processing my bank withdrawal, which was the verified withdrawal method on my account.

Given the delivery failure notice, the current claim that I "supplied" that wallet address is incorrect.

Thank you for reviewing this urgently.

Kind regards,

Taylah

Dear taylahp123,

Certainly, I will also appreciate a clear response from the casino team to your enquiries; however, my question to you remains unanswered. Could you kindly confirm which email address you used for your correspondence with the Vegastars team and share all the relevant messages you received from and sent to them?

Additionally, I acknowledge the error message "Your message wasn't delivered because the recipient's email provider rejected it" for the email with the crypto address. I wanted to ask for some additional clarity: Are you indicating that the crypto wallet provided does not belong to you? If that is the case, could you please let us know whose wallet it is and the reason you have tried to provide it to the casino team?

Dear Vegastars Team,

We are looking forward to your clarification regarding the player's enquiries.

Hello Taylah and Michal, thank you for waiting while we looked into this.

We would like to clarify that the Bitcoin address used for this payout was not taken from the recent email screenshot mentioned in this thread. This address was provided to our team a few months ago when we first began setting up a crypto withdrawal for this account. The wallet we used for the transfer matches the specific information provided to us at that time.

Regarding the payment method, we initially tried to send the funds via bank transfer. However, those transactions were repeatedly returned to us by the bank. As a result, a manual crypto withdrawal was the only way to ensure the funds were successfully delivered.

Vegastars Team

Dear taylahp123,

We are extending the timer by 3 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.

Dear taylahp123,

Although the matter seems to have been clarified, we have yet to receive confirmation from your side regarding whether the issue has been resolved or if you require further assistance. Given the circumstances and your lack of responsiveness, we regrettably have no choice but to proceed with closing this complaint as rejected.

We sincerely appreciate the cooperation of the casino team throughout this process.

Should you encounter any further issues with this or any other casino in the future, please don’t hesitate to contact us—we’ll be happy to assist in any way we can.

Best regards,

Michal

Casino Guru