Vegas Aces Casino - Pelaajan kotiutus on viivästynyt, eikä pätevää hyvitystä ole myönnetty.

I deposited money into Vegas Aces using a single-use virtual Mastercard, which cannot accept refunds or reloads once used. From Day 1, I clearly explained this to customer support and provided proof that the card would not be able to receive any refunded funds.

Despite my warnings, for over two weeks, the casino support team kept telling me that the refund would be issued "once the money bounces back." They repeatedly stalled, giving inconsistent answers about when the refund would be processed, all while knowing that the refund method was invalid.

Then, just recently (after more than 14 days), they told me the refund had been sent to the same virtual Mastercard—the one I clearly told them was deactivated and unusable. This means they either:

Lied throughout the process,

Intentionally refunded to a dead card knowing it would fail, or

Used this delay as a way to avoid issuing the refund altogether.

I am now stuck with no way to retrieve my money, and the casino refuses to offer an alternate payout method like bank transfer, crypto, or e-wallet. They’ve shown zero accountability for their misleading communication or the financial harm caused by this delay.

I’m requesting:

Immediate reissue of the refund through a valid method

Full documentation of where the money was sent and the transaction status

Compensation for the delay and poor handling of this refund

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please clarify if you are trying to withdraw your winnings or the money you deposited?
• Have you made any successful withdrawals before?
• Did you pass the verification?

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

Best regards,

Kristina

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Hi Kristina,

Thank you for getting back to me. I’m happy to clarify the situation:

I am trying to withdraw my winnings, not a deposit.

I have made one successful withdrawal in the past, but it was only for $200 out of the $500 I originally won.

Yes, I passed the full verification process—my documents were approved, and I was told everything was in order.

The issue is that they keep saying the remaining amount was refunded to the original card. I’ve explained to them since day one that the card I used was a virtual Mastercard that cannot accept refunds or reloading, and that it was already disposed of. They keep insisting it was refunded to that same card, which is not possible.

I appreciate your help and hope this can be resolved soon.

Thank you for your reply, leomon8292. Could you please clarify if you still see your winnings in your casino account? Do you see any pending (or processed) transactions in your withdrawal history? If possible, please share a screenshot of your withdrawal history here in this thread.

Dear leomon8292,

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,
Kristina
Casino.Guru