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I have 3 withdrawals pending (total: 700€) and they are already past their due date. In my account I still have €39,039 to withdraw)

I can't get into the chat room! I've read and in some cases they block accounts!

Tenho pendentes 3 levantamentos (total: 700€) a receber e já estão fora da data prevista. Na minha conta ainda tenho 39 039€ para levantar)

Nao consigo entrar na sala de chat! Já li e em alguns casos bloqueiam as contas!

Dear Claudiap,

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

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

I look forward to your feedback...

There is no need for any kind of verification from the casino in question!

I'm complaining because I've seen people saying they don't pay!

Fico aguardar o vosso feedback…

Não é necessário qualquer tipo de verificação por parte do casino em questão!

Faço a reclamação porque vi pessoas a dizer que não pagam!

It's being resolved

Está a ser resolvido

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

Dear Claudiap,

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,

Attila

We’ve reopened this complaint at the request of Claudiap.

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

• Have you made any successful withdrawals before?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the canceled withdrawal? Send emails or chat transcripts to my email at attila.g@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.

Yes, of the €39,793 they paid €500

The problem is that we can only make 3 withdrawals of €500 at a time and they're always late...

I deposited 20€ and they gave me a bonus of 20€ and I played and got 1800€. Then I kept playing with the money (1800€) and got to 39,793€

I only played casino games.

In the chat they keep saying I'll get paid in the meantime, but who can guarantee that?

The screenshots are from different days

Sim, dos 39 793€ pagaram 500€

O problema é que só podemos fazer 3 levantamentos de 500€ de cada vez e estão sempre atrasados…

Depositei 20€ e deram-me um bónus de 20€ e joguei e consegui 1800€. Depois continuei a jogar com o dinheiro (1800€) e cheguei aos 39 793€

Joguei só em jogos de Casino.

No chat estão sempre a dizer que entretanto recebo, mas quem me garante isso?

Os prints são de dias diferentes

21-10-2025

I indicate in the chat the reason for the conversation and then they hang up.

You can see from the second print that the photo of the assistant no longer appears above

23-10-2025

Indico no chat o motivo da conversa e depois desligam..

Dá para verificar pelo segundo print que já não aparece a fotografia do assistente em cima

23-10-2025

+ 1 attempt

23-10-2025

What can I do to get my money?????

+ 1 tentativa

23-10-2025

O que posso fazer para receber o meu dinheiro?????

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Jana (jana.k@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.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Claudiap,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Vegasino Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Today they sent me an email to check my documents... I've never been asked for them before in this casino. They had already paid me the 500€ and it hadn't been necessary.

Anyway, I'm going to upload the information to the verification tab on the site.

Hoje enviaram-me um e-mail para verificar os meus documentos… Nunca antes neste casino tinha sido pedido. Já me tinham pago os 500€ e não tinha sido necessário.

De qualquer das formas vou fazer o carregamento das informações no separador de verificação do site.

Dear Claudiap,

I hope this message finds you well.

In order to proceed with the verification of your account we kindly ask you to upload the requested documents through our website. You can find the Verification page on your profile as well as the relevant documentation required to complete the process.

In the event of facing tech issues in uploading files, you may send what requested via e-mail to our support.

If you have any additional questions, please do not hesitate to contact us.

Best Wishes,

Vegasino Casino Team

Dear Claudiap,

please keep us informed when you submit all the necessary documents.

The documents were sent as soon as they were requested.

I'm waiting for them to be checked.

Os documentos foram enviados assim que pediram.

Estoua guardar que os verifiquem.

Two documents have already been accepted.

Regarding this request:

I'm having a lot of trouble. The MB WAY app (through which I paid my deposit) doesn't provide a statement of our movements. In other words, I had to make a printout.

I don't know if I can post these prints here of what I sent to VEGASINO.

It also mentions in the PRINT that the name of the holder must be visible. My receipts don't have that. At least if there is, I can't detect it. Can you help me?

Já foram aceites dois documentos.

Em relação a este pedido:

Estou com bastantes dificuldades. A app MB WAY (por onde fiz o pagamento do meu deposito), não faz um extrato dos nossos movimentos. Ou seja eu tive fazer print.

Não sei se posso colocar esses prints aqui do que enviei para o VEGASINO.

Também menciona no PRINT que tem que ter o nome do titular visivel. Nos meus comprovativos não tem isso. Pelo menos se tem não consigo detetar. Podem-me ajudar?

Dear Claudiap,

I hope this message finds you well.

Please be informed that we need a bank statement from the bank that was used to deposit via MBway.

As we can see you try to extract PDF from Mbway but we actually need a bank statement from the normal bank which is connected via your MBway.

Best regards,

Vegasino Casino Team

I've just uploaded my August, September and October statements

Fiz agora mesmo o carregamento dos extratos de agosto, setembro e outubro

Dear Vegasino Casino representative,

could you please confirm whether you have received all of the player’s documents and if her account has now been fully verified?

This document had already been approved

now they're asking for it again

I'll send it again

Este documento já tinha sido aprovado

agora pedem novamente

vou enviar de novo

Dear Claudiap,

We’re pleased that your account verification has been successfully completed.

We truly appreciate your cooperation and patience throughout this process.

Kind regards,

Vegasino Casino Team

Thank you! How will the payments be processed?

What is the expected date for those that are already underway and overdue? They're under review for a month tomorrow.

Obrigada! Como vão ser processado os pagamentos?

Qual a data prevista dos que já estão a decorrer e atrasados? Faz amanhã 1 mês que estão sob revisão.

Day 07-11-2025

I can't log into my account and they told me this in the chat.

They disconnect the chat before I can say that I agree with any explanation.

This kind of situation has been going on forever!

I want answers!

Dia 07-11-2025

Não consigo entrar na minha conta e disseram-me isto no chat.

Desligam o chat antes de eu própria dizer que estou de acordo com qualquer explicação.

Este tipo de situações já se tem vindo a arrastar!

Quero respostas!!

I sent an e-mail asking why the account was blocked and I still couldn't figure it out

Mandei e-mail a perguntar porque a conta foi bloqueada e fiquei sem perceber na mesma

I still don't understand...

Continuo sem perceber…

I received this email but I can't access the payments page. I can log in to my account, but I can't go to "withdrawals"

I received today that a withdrawal was canceled

Recebi este emai mas não consigo aceder à página dos pagamentos. Já consigo entrar na minha conta, mas não consigo ir aos "levantamentos"

Recebi hoje que um levantamento foi cancelado

Dear Claudiap,

We would like to inform you that we are looking into your withdrawal request.

We would kindly request that you remain patient as we endeavour to complete it as soon as possible.

Thank you for your cooperation.

Kind Regards,

Vegasino Casino Team

Dear Claudiap,

We would like to inform you that your withdrawal of 500 EUR has been completed. As for the cancelled transaction, please note that it was cancelled from the payments provider. Please try requesting again a withdrawal using the payment method you used with the successfull withdrawal.

Kind regards,

Vegasino Casino Team

Okay, thanks!

Is it possible to change the number of payments? According to my calculations, it will take a long time to withdraw all the money

Ok, obrigada!

É possível alterar a quantidade de pagamentos? Pelos meus cálculos vai demorar imenso tempo a retirar todo o dinheiro

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Claudiap,

We are pleased to inform you that your previous withdrawals has been successfully processed, and the funds were dispatched from our end on November 15, 2025. 

The funds may take between 3 to 5 business days to reflect in your account, however, this timeframe is contingent upon the payment method utilized and the standards of your bank.

We will make every effort to assist you with your pending withdrawal and will provide you with an update at the earliest opportunity.

Thank you for being so patient with us! We really appreciate it.

Best regards,  

Vegasino Casino team.

Dear Claudiap,

could you please confirm that you have received the funds? What is the current pending balance? Please note that the casino has a daily withdrawal limit of €500, as well as a monthly limit, so you can submit a withdrawal request each day to help speed up the process.

Good morning

At the moment I have 35039,72€ + 3 withdrawals of 500€ to be processed since 14-11-2025

I can't make any more withdrawals because I can't make more than 3 while they're pending... It's blocked!

Is there no way to speed things up and withdraw more? This is going to take years

Thank you,

Bom dia

Neste momento tenho 35039,72€ + 3 levantamentos de 500€ a serem processados desde dia 14-11-2025

Não consigo fazer mais levantamentos porque não dá mais de 3 enquanto estão pendentes… Fica bloqueado!

Não há forma de agilizar e retirar mais quantidade? Isto vai levar anos

Obrigada,

Dear Claudiap,

Thank you for the update. Unfortunately, there is no way for us to speed up the process, as this is determined by the casino’s policy. Please keep us informed once you receive any funds from the casino, and it would be helpful if you could also track how much you receive over the course of the month.

Hello, I'll do that... In any case, they're late with the payments again. Is it always going to be like this?

Olá, assim o farei… De qualquer das formas já estão novamente atrasados nos pagamentos. Vai ser sempre assim???

Dear Claudiap,

please keep us updated when you receive the pending withdrawals. I will also contact the casino outside of this thread to help speed up the withdrawal process.

I've already sent an email, they say it's late, but to have "understanding"

Eu já mandei email dizem que está atrasado, mas para ter "compreensão"

I still haven't received my withdrawal requests for November 14th, 15th and 16th

Continuo sem receber os meus pedidos de levantamento referente aos dias 14, 15 e 16 de novembro

Everything remains the same...

Mantém-se tudo igual…

25-11-2025

I sent an email to say that the payments are still late. They gave me this offer, which makes me think that they want me to spend my money to get those tickets.

I just want to get what I won, that's all! Occasionally there may be delays, but it's not for 10 days or more as has been happening...

This month, to date, I've only withdrawn €2,700

enviei email a dizer que os pagamentos continuam atrasados. Deram-me esta proposta, que me dá a entender que querem que gaste o meu dinheiro para obter os tais bilhetes.

Eu só quero receber o que ganhei, mais nada! Eventualmente pode haver atrasados mas não é de 10 ou mais dias como vem acontecer…

este mês, até à data de hoje só retirei 2,700€

After I published this here, I received 1500€ today

Depois de ter publicado isto aqui, recebi hoje 1500€

Dear Claudiap,

thank you for the update. Please keep us informed of any new development.

in the meantime I'll let you know if the next payments are paid on time...

entretanto aviso se os próximos pagamentos são pagos nos prazos…

02-12-2025

always late

02-12-2025

sempre atrasados

Payments have already started to fall...

Já começaram a cair os pagamentos…

Dear Claudiap,

We are pleased to inform you that your previous pending withdrawals attempted on November 26, 27 and 28, 2025, has been successfully processed, and the funds were dispatched from our end on December 2, and December 3, 2025.

The funds may take between 3 to 5 business days to reflect in your account, however, this timeframe is contingent upon the payment method utilized and the standards of your bank.

We will make every effort to assist you with your pending withdrawals and will provide you with an update at the earliest opportunity.

Thank you for being so patient with us! We really appreciate it.

Best regards,  

Vegasino Casino team.

Dear Claudiap,

please keep us informed when you received the above mentioned payments from the casino.

I've already received the 26th and 27th.

The 28th should arrive tomorrow.

Já recebi do dia 26 e 27.

O do dia 28 deve cair amanhã..

Dear Claudiap,

thank you for the update. Please keep us updated of any new development.

I have surveys for 6, 7 and 8

6 and 7 are already starting to fall behind.

Tenho levantamentos de 6, 7,8

Já começam a ficar atrasados o de 6 e 7

I've already received the 6, 7 and 8 surveys

Já recebi os levantamentos de 6, 7 e 8

Dear Claudiap,

thank you for the update. Please keep us informed when you receive more funds.

I have outstanding payments for the 13th, 14th and 15th

13, 14 are already late

Tenho pagamentos pendente do dia 13, 14, 15

já estão atrasados os de 13, 14

Payments were made today

I will continue to make more withdrawals

Pagamentos foram feitos hoje

vou continuar a fazer mais levantamentos

Dear Claudiap,

thank you for the update. Please keep us informed of any new development.

Dear Claudiap,

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.

The payments have been made.

It has now emerged that I can only make two 500€ withdrawals. I don't know if I've managed to withdraw the full limit this month.... And so I can't make 3 withdrawals like before

Os pagamentos tem sido feitos..

surgiu agora que só consigo fazer dois levantamentos de 500€. Não sei se este mês já consegui levantar o limite todo que era possível…. E por isso não dá para fazer 3 levantamentos como antes

Dear Claudiap,

have you received any funds from the casino recently? Has there been any development since the last update?

Everything's been fine so far 🙏🏼🙏🏼

you can leave it open until I receive everything! I'll let you know if there's a problem!

Para já tem corrido tudo bem 🙏🏼🙏🏼

pode deixar aberto até eu receber tudo! Algum problema eu aviso!

Dear Claudiap,

thank you for the update. Please keep us informed when you receive more funds.

I would like to inform you that you have been very correct with your payments recently

informo que tem sido muito corretos em relação as pagamentos estes últimos tempos

Dear Claudiap,

thank you for the update. Could you please inform us what is the current pending balance?

21039.72€ + 3 pending requests for 500€

21039,72€ + 3 pedidos pendentes de 500€

Dear Claudiap,

thank you for the update. Please keep us updated of any new development.

Dear Claudiap,

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.

I'm waiting for payments... in the meantime I'll give you feedback

Estou aguardar pagamentos… entretanto dou feedback

Dear Claudiap,

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.

Everything is going well. I don't want to close the complaint until I've received everything

Está tudo a correr bem.. Não quero fechar a reclamação até receber tudo

Dear Claudiap,

Thank you for the update. Could you kindly let us know the remaining balance that is to be paid by the casino? Your assistance is greatly appreciated.

I have a balance of 18039.73€ and 1500€ outstanding since 01/02

Tenho em saldo 18039,73€ e pendentes 1500€ desde o dia 01/02

Dear Claudiap,

thank you for the update. Please keep us updated of any new development.

Payments are already being processed

Os pagamentos já estão a ser processados

Dear Claudiap,

thank you for the update. Please keep us informed when you receive your funds.

Dear Claudiap,

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.

Good afternoon. The payments are being made.

At the moment €13539.72 is missing and I have a pending payment of €500

Boa tarde. Os pagamentos estão a ser feitos.

Neste momento faltam 13539,72€ e tenho um pagamento pendente de 500€

Dear Claudiap,

thank you for the update. Please keep us informed of any new development.

I have 3 late payments

from the 20th, 21st, 22nd

tenho 3 pagamentos atrasados

de dia 20, 21, 22

Dear Claudiap,

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,
Jana
Casino.Guru