The player from Germany had requested a withdrawal of €3,778 after meeting the wagering requirements on a €500 bonus, but only €1,500 had been paid out. He had been waiting for the last €500 payout since September 4, 2025, without any processing from the casino. After further communication, he confirmed that he had received all his winnings by October 4, 2025. The complaint was marked as resolved by the Complaints Team.
Vinyl Casino - Player's withdrawal has been delayed.
Resolved
Our verdict
Case closed
Amount: €2,287
Vinyl Casino
Safety Index:Above averageCase summary
Discussion
Public
Public
2 months ago
Translation
Hello dear Casino Guru Team,
On August 24, 2025, I deposited €500 for a casino welcome bonus and received €500.
Real money and bonuses are separate at this casino. After losing my real money, I activated the €500 casino bonus.
After meeting all the wagering requirements, I was able to request a withdrawal of €3,778. The casino has paid out €1,500 so far.
On September 4, 2025, I requested the last payout of €500.
Since the casino hasn't processed this withdrawal since then, I've decided to file a complaint and hope they can help me resolve this matter.
Best regards,
Michael
Automatic translation:
Public
Public
2 months ago
Important Notice:
Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.
If anything seems suspicious, please contact us directly. Stay safe.
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.
- Could you please specify if you contacted customer support regarding the delay in the processing of your payment?
- Have you checked the Bonus Terms and Conditions to see if there is no cap on the maximum allowed winnings coming from the bonus?
- Could you kindly send me a link or a screenshot of the bonus you activated and played with?
- Have you submitted any identity documents to the casino, and has your account been verified?
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
Sensitive attachment
Sensitive attachment
2 months ago
Translation
Hello Veronica,
Could you please indicate whether you have contacted customer service regarding the delay in processing your payment?
Yes, I contacted support via email. They told me to be patient.
Have you checked the bonus terms and conditions to see if there is a cap on the maximum winnings allowed from the bonus?
Yes, I checked the bonus terms and conditions. I received €500 in bonus money, and after wagering, I had €3,778 in real money in my casino account. According to the bonus terms and conditions (Section 17, see screenshot), there is no maximum winnings limit for my country (Germany).
Could you please send me a link or screenshot of the bonus you activated and played with?
https://vinylcasino561428.com/en/promotions/casino/welcome-bonus
Have you provided identification documents to the casino and has your account been verified?
Verification has already been successfully completed and all documents have been accepted and no further documents are requested.
kind regards,
Michael
Automatic translation:
Public
Public
2 months ago
Translation
Hello Veronica,
Yesterday, on September 25, 2025, the casino paid me out 3x €500 again.
This means that €787 is still outstanding.
I will let you know here as soon as the casino processes the payouts.
kind regards,
Michael
Automatic translation:
Public
Public
2 months ago
Thank you for keeping me updated. Have you requested the withdrawal of your remaining balance of €787? If so, could you kindly specify the exact date(s), the number of withdrawal requests submitted, and the amounts for each request?
Public
Public
2 months ago
Translation
Hello Veronica,
On September 26, 2025, I requested a payout of €500 and on September 27, 2025, I requested a payout of €287.
kind regards,
Michael
Automatic translation:
Public
Public
2 months ago
Thank you for your response. If you do not receive your winnings by October 10, kindly let me know and we will continue with the investigation of your complaint. I appreciate your patience and cooperation.
Public
Public
2 months ago
Translation
Hello Veronica,
I can confirm that the casino paid out all winnings until October 4, 2025.
Many thanks for your help and kind regards,
Michael
Automatic translation:
Public
Public
2 months ago
Dear Popy71,
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,
Veronika Fritz
Casino.Guru
