Vinyl Casino - Player’s winnings are being delayed.

Hello, I'm a verified Vinyl Casino account that was opened without my request. It had been blocked for a year. Now my winnings aren't being withdrawn; they're being canceled, supposedly due to technical issues. I want to receive my winnings. I've had a withdrawal request for four days now, but it hasn't been processed.

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Hello,

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

• Am I correct in understanding that the withdrawal request you submitted four days ago is currently shown as pending in your account?
• Which payment methods did you select for the withdrawal requests that were eventually cancelled by the casino?
• Did you choose the same payment method for withdrawals that you previously used successfully for deposits?
• When was the last time you successfully withdrew winnings from this casino, and which payment method did you use at that time?

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

Hello, the last payout was a year ago. After that, I had my account blocked. On February 26th, the account was reopened. I requested a withdrawal via Visa; the deposit was on the same card. Casino reviews only confirm this case.

Hello, 200 euros were requested but haven't arrived on my credit card. It's only about 1 euro left, a payment from 4.2.26.

Hello, the prize has been paid out.

Vinylcasino should please close my account. I didn't ask to open it. It was closed due to gambling addiction. Please clarify this. The casino won't block me. Thank you.

If you wish to proceed with self-exclusion as the basis of your complaint, please forward your original self-exclusion request from a year ago to veronika.f@casino.guru.

Additionally, kindly clarify how many deposits you made into this casino after your account was reopened.

Please note that if you were permanently self-excluded due to gambling addiction, the casino should not have allowed you to reopen your account, make deposits, or continue playing. In such cases, the appropriate resolution would typically involve a refund of deposited funds made after the self-exclusion, while winnings would generally not be paid out, as gambling activity should not have been permitted at all.

The casino has reopened without any issues; 341 euros have been deposited since then.

Lg maevus

Thank you for your email. However, you have not sent me your original self-exclusion request from a year ago, along with the casino's confirmation that your account was closed. Please forward it to me so that we can investigate the evidence and proceed with the investigation. I appreciate your understanding and cooperation.

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

Dear Damaca,

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,

Veronika