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Good afternoon,

I made a withdrawal and have been waiting for a week. I keep contacting the casino and they keep saying they'll pay soon, but they don't pay anything.

Can you help?

Boa tarde,

Fiz um levantamento e ja estou aguardar a uma semana. Entro em contacto com o casino estão sempre a dizer que vão pagar brevemente, mas não pagam nada.

Podem ajudar?

Dear sergio25costa,

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.

Dear sergio25costa,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hello,

It's still the same. I talk to them, they keep saying they'll pay but nothing happens.

Ola,

Continua igual. Falo com eles, estão sempre a dizer que irão pagar mas nada acontece.

Dear sergio25costa, please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

Could you please specify the bonus you used?

Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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.

Hello.

It's not the first time I've asked for a withdrawal.

They don't ask for verification to withdraw these amounts.

I used the welcome bonus.

Ola.

Não é a primeira vez que estou a pedir um levantamento.

Eles não pedem verificação para levantar estes valores.

Usei o bonus de boas vindas.

Dear sergio25costa, could you please confirm whether your withdrawal request is still marked as pending in your casino account?

Yes, it's still pending.

Sim. ainda esta pendente.

Dear sergio25costa, has your withdrawal request been processed?

Dear sergio25costa,

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.

Hello. I still wait

Thank you very much, sergio25costa, for providing the necessary information. I will now transfer your complaint to my colleague Romi (romana.r@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear sergio25costa,

I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Vegasino Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Vegasino Casino,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi

Dear all,

Thank you for reaching out!

Please be informed that the withdrawal in the amount of 288 EUR has been paid out on the 14th of June.

We can see that there is another pending withdrawal in the amount of 100 EUR. We will do our best to process this withdrawal as soon as possible.

Best regards,

Vegasino team

Dear all,

We are sorry for the waiting.

Kindly note we are working on the request with the highest priority.

We appreciate your patience and understanding in this matter.

King regards,

Vegasino team

Good morning.

The payments have been made.

Thank you

Bom dia.

Ja efetuaram os pagamentos.

Obrigado

Dear all,

We appreciate your patience.

Kindly note withdrawal request was successfully completed from our side.

Thank you for your understanding in this matter.

Best regards,

Vegasino team

Hello.

Thank you all for your cooperation on this case.

Thank you, sergio25costa, for confirming and for using the Casino Guru complaint resolution center. I’m very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system.

Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are 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, 

Romi

Casino.Guru