The player from Australia was waiting for a $1000 bank transfer that was supposedly made on July 17 but had not been received after six business days. Despite providing proof of payment and contacting his bank, he received only generic responses from customer support. We advised him that withdrawals could take longer due to KYC checks or processing delays and asked him to wait up to 14 days while cooperating with the casino. The complaint was later marked as resolved by the player.
Vegastars Casino - Player's withdrawal is delayed.
Resolved
Our verdict
Case closed
Amount: A$1,000
Vegastars Casino
Safety Index 8.5 HighCase summary
Discussion
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3 weeks ago
hello, I have been waiting on a bank transfer that they have said was transferred on 17 July 2026. They have given a timeframe of 3 to 5 business days and provided me with the proof of payment which I contacted my bank about and after six business days they have told me there is no inbound payment of $1000 with the reference number and company provided on the proof of payment, they also advised me to contact the International branch of my bank which I also did and they’ve returned with saying there’s no inbound payment from their service provider after 6 business days
customer support has been taken me around in circles and just sending me generated messages without actual help
I have sent them my bank statement along with proof of conversation with my bank and I am fully verified
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3 weeks ago
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.
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3 weeks ago
Dear Azaher,
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,
Kristina
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3 weeks ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Azaher,
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,
Kristina
