The player from Brazil had requested a withdrawal less than two weeks prior to submitting the complaint. Their money had not been received yet. The issue was resolved as the player was informed that the withdrawal process could take time, and once the player confirmed their account verification and withdrawal approval, the complaint was marked as resolved. The Complaints Team appreciated her cooperation throughout the process.
VGbet Casino - Player believes that their withdrawal has been delayed.
Resolved
Our verdict
Case closed
Amount: 500 R$
VGbet Casino
Safety Index:LowCase summary
Discussion
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11 months ago
Translation
I'm trying to cash out and I can't, and the casino doesn't respond to any contact or response from support and I receive emails from them every day, but they don't talk about the problem in question, I deposited even though this amount was withheld and I won 703 and they didn't let me cash out either. The casino has not responded at any time to date.
Edited by a Casino Guru admin
Automatic translation:
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11 months ago
Dear NillMaktub,
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
PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.
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10 months ago
Dear NillMaktub, do you currently have any pending withdrawals in your account? If yes, could you please send a screenshot of your withdrawal request page?
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10 months ago
Dear NillMaktub,
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.
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10 months ago
TranslationI would like to inform you and thank you for your help. Thank you.
Automatic translation:
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10 months ago
Dear NillMaktub,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Dominika
Casino.Guru
