Vegastars Casino - Player’s withdrawal is delayed and account is closed.

I have been trying to withdraw my winnings (around A$1,807 via crypto) for the past 5 days. The process has been extremely frustrating and poorly handled.

I was initially asked to submit ID and proof of address for verification.

I have been repeatedly asked to resubmit the same documents multiple times, even after providing them.

Support told me on two separate days that I would receive a confirmation email, but I never received any such email.

Every time I followed up, I was given new or conflicting information.

After expressing frustration about the delays and mentioning I needed the funds (including for rent), the casino applied a self-exclusion to my account without it being a voluntary request from me. I can no longer log in.

I believe the self-exclusion was applied punitively after I got angry about the ongoing delays and poor communication, rather than as genuine responsible gambling support. My winnings should still be paid out regardless, as they were earned before the exclusion was imposed.

I am requesting:

Immediate processing and release of my full pending withdrawal (approx. A$1,807) via crypto to the wallet I provided.

Clarification on the self-exclusion duration and, if possible, its removal so I can access my account records.

An explanation for the repeated document requests and failed email communications.

I have all screenshots and chat logs ready if needed. Please help mediate this matter.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Vegastars Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please specify which ID and POA documents you provided to the casino during the verification process? In which format?
• Have you uploaded these documents to the casino for review, or was the process done via a third-party service, to your knowledge?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Dear BLIPPYBLOP and the Casino Guru Team,

We have thoroughly reviewed your account internally to clear up the exact status of your verification, withdrawal, and account access.

Regarding your verification, our compliance team is awaiting the back copy of your card ending in 6682 to complete the process. The initial front copy was declined because the last four digits were obscured, meaning we currently only have the front view on file. Additionally, our crypto withdrawal service is undergoing technical updates. While we don't have an exact time of recovery yet, our team is working hard on a fix, and your payout will be processed immediately once the gateway is live and your pending card document is verified.

We also want to address the self-exclusion and reassure you that this action was absolutely not punitive. When a player states that they are playing with essential living funds (such as rent money), it flags a mandatory Responsible Gambling (RG) safety indicator. For the protection of our community, we are required to step in immediately. The self-exclusion is currently indefinite, but you are more than welcome to contact us after three months for a reassessment.

Vegastars Team

Dear BLIPPYBLOP,

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,
Tomas
Casino.Guru