Vegasino Casino - Pelaajan kotiutuspyyntöjä peruutetaan.

Dear Sirs.

I registered my account at Vegasino on 02/03/2025. I have been an active user, engaging in both sports betting and casino games, specifically live roulette. Crucially, all my gambling activity has been conducted exclusively using real funds; I have never claimed, activated, or used any bonuses or promotional offers that could be subject to wagering restrictions or rollover requirements.

During the initial phase of my account activity, I successfully processed several withdrawals, which confirms that my account was in good standing and my payment method was correctly verified by the system.

Recently, I have attempted to withdraw a remaining balance of 400€, but these requests are being systematically cancelled by the operator every 2-3 weeks without any valid technical or legal justification. To address this situation, the casino requested a full KYC verification process, which I have completed in its entirety. Specifically, I have provided:

Proof of Identity (Government-issued ID).

Proof of Address.

Three separate selfie verifications as requested by their compliance team.

Full screenshots and verification of my personal TrustWallet account.

Despite having provided all required documentation, having no bonus-related restrictions, and having a clean history of real-money play across sports betting and live roulette, the casino continues to cancel my withdrawal requests. I have not breached any Terms and Conditions.

I am requesting that Vegasino process the pending 400€ withdrawal immediately or provide a specific, documented reason for the rejection based on a concrete clause of their T&C.

Thanks in advance for your help

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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.

• What types of games did you play to accumulate the €400 winnings that you have been trying to withdraw?
• Have you received any response from the casino regarding the documents you submitted for the verification of your account?
• When was the last time you made a deposit into this casino, and which payment method did you use?
• Had you previously completed the full KYC verification process at this casino when your earlier withdrawals were successfully processed?

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

Dear Veronika,

Thank you for your assistance with my case. Please find below the detailed answers to your questions to clarify the situation:

• What types of games did you play to accumulate the €400 winnings that you have been trying to withdraw? The winnings were accumulated through a combination of sports betting and casino games, specifically live roulette. All gameplay was conducted strictly using real money; I did not activate, claim, or use any promotional bonuses or offers.
• Have you received any response from the casino regarding the documents you submitted for the verification of your account? Yes. I submitted all requested documents, including my government-issued ID, proof of address, 3 separate verification selfies, and screenshots of my personal TrustWallet. The support/compliance team initially confirmed that the documents were accepted. However, shortly after that confirmation, they stopped responding to my emails entirely.
• When was the last time you made a deposit into this casino, and which payment method did you use? My last deposit was made on 02/03/2025. I deposited 2 LTC (Litecoin).
• Had you previously completed the full KYC verification process at this casino when your earlier withdrawals were successfully processed? No, a full KYC was not requested initially. I successfully processed 5 previous withdrawals without being asked for documentation. The casino only triggered the full KYC procedure when I requested this final €400 withdrawal.
• Additional critical update: Following the systematic cancellation of my withdrawal requests every 2-3 weeks, the casino has now completely blocked my access to my account. I am currently unable to log in to view my balance or communication history.

Thank you for mediating this matter. I look forward to your guidance.

Best regards,

Thank you for your reply. Did you receive any emails from the casino after your account was blocked? If so, kindly forward me the conversation between you and the casino customer support regarding the closure of your account at veronika.f@casino.guru. I appreciate your time and cooperation.

Dear Veronika,

I am writing to provide a crucial update regarding my case.

Following my recent communications with the casino's live support, the operator has partially processed my pending funds, and I have successfully received 200€ in my wallet.

As of today, the remaining disputed balance stands at about 209€, which I am still unable to withdraw due to the ongoing account block.

As requested, I have forwarded the full chat transcript and email interactions with Vegasino's support team to you for your review. I hope this evidence helps clarify their acknowledgement of my remaining funds.

Thank you for your continued mediation.

Best regards, Josep

Thank you for the update and for your email.

Had you requested a withdrawal of your remaining balance before your account was blocked, or was the amount simply available in your real-money balance at the time the casino closed your account?

Has the casino confirmed that the remaining balance will be paid out to you? If so, please specify the expected payment date.

Additionally, if there have been any recent conversations between you and the casino regarding this matter, kindly forward them to me for review.

Dear paxman,

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.