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Hello, on May 16, 2025, I won approximately €18,000 with bonus funds. The bonus funds were €125, which I had to wager 20 times. This is now complete, and the money has been converted into real funds (withdrawable funds). I then requested a withdrawal of €800 each on May 17, 18, and 19. Unfortunately, I've been waiting for the €2,400 payout ever since. Whenever I contact support, I'm just given a fob. My withdrawal is secure, they say, and nothing needs to be verified. I'm always told that a lot of players have currently submitted withdrawal requests, which is why processing is taking "a bit" longer.

I had the same problem with a similar delay once before when I wanted to withdraw €2,400. It took 17 days.

I have the feeling that when it comes to larger withdrawals, you are always artificially kept waiting so that you cancel any requested withdrawals or gamble away existing funds instead of getting them paid out.

Hallo, ich habe am 16.05.2025 mit Bonusguthaben eine Summe von ca. 18000 Euro gewonnen. Das Bonusguthaben waren 125 Euro, welche ich 20 mal umsetzen musste. Das ist auch alles abgeschlossen und das Geld wurde in Echtguthaben (auszahlbares Guthaben) umgewandelt. Ich habe dann am 17.05., 18.05. und 19.05. je eine Auszahlung von 800 Euro beantragt. Leider warte ich seitdem auf die Auszahlung von 2400 Euro. Wenn ich den Support kontaktiere, werde ich wieder nur vertröstet. Meine Auszahlung sei sicher, es müsse nichts verifiziert werden. Mir wird immer gesagt, dass aktuell sehr viele Spieler Auszahlungsanfragen gestellt haben und die Bearbeitung dadurch „etwas" länger dauert.

Ich hatte das gleich Problem mit so einer Verzögerung schon einmal, als ich auch 2400 Euro auszahlen wollte. Da hat es sogar 17 Tage gedauert.

Ich habe das Gefühl, dass man bei größeren Auszahlungen immer künstlich hingehalten wird, damit man evtl. beantragte Auszahlungen storniert bzw. vorhandenes Guthaben verspielt, anstatt es ausgezahlt zu bekommen.

Dear tinocasino,

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 tinocasino,

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 dear Casino Guru team.

Unfortunately, my money still hasn't been paid out. Best regards

Hallo liebes Casino Guru Team.

leider ist mein Geld immernoch nicht ausgezahlt. Viele Grüße

Dear tinocasino, 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 withdrawals? 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.

Have you ever made successful withdrawals?

• Yes, I have. So far, it's always worked for smaller amounts within two days.
• Only once, when I wanted to withdraw 2400 euros (3x800 euros), it took 17 days.
• But with your help, the problem could be solved.

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

• The KYC verification has been passed and according to my profile is not currently necessary.

Could you please specify the bonus you used?

• The bonus was a cashback bonus
• I deposited 100 euros and received 120 euros as a cashback bonus.
• I then had to implement this 40 times.
• This is all completed and my bonus balance has been converted into real balance (withdrawable)

Could you please share your communication with the casino regarding withdrawals? Send emails or chat transcripts to my email address: , or post screenshots here.

• I will forward you the latest emails
• Otherwise, I've only written via chat so far, but haven't saved anything there.
• The core message, however, was always that I should be patient because the finance department has a lot to do.
• However, my money is safe and I will receive my payout shortly.

Haben Sie schon einmal erfolgreiche Abhebungen vorgenommen?

• Ja habe ich. Hat bisher bei kleineren Summen auch immer binnen 2 Tagen geklappt.
• Nur einmal, als ich auch 2400 Euro (3x800 Euro) auszahlen wollte, hat es 17 Tage gedauert.
• Mit eurer Hilfe, konnte das Problem aber gelöst werden.

Könnten Sie bitte bestätigen, dass Sie die KYC-Verifizierung bestanden haben?

• Die KYC Verifizierung ist bestanden und laut meinem Profil auch aktuell nicht notwendig.

Könnten Sie bitte den von Ihnen verwendeten Bonus angeben?

• Der Bonus war ein Cashback Bonus
• Ich habe 100 Euro eingezahlt und 120 Euro als Cashback Bonus bekommen.
• Diesen musste ich dann 40x umsetzen.
• Das ist auch alles abgeschlossen und mein Bonusguthaben wurde in Echtes Guthaben (auszahlbar) umgewandelt

Könnten Sie bitte Ihre Kommunikation mit dem Casino bezüglich der Auszahlungen teilen? Senden Sie E-Mails oder Chat-Transkripte an meine E-Mail-Adresse: dominika.l@casino.guru , oder posten Sie hier Screenshots.

• Ich leite Ihnen die letzten Emails weiter
• ansonsten habe ich bisher nur per Chat geschrieben, dort aber nichts gespeichert.
• Kernaussage war aber immer, dass ich mich gedulden soll, da die Finanzabteilung saehr viel zutun hat.
• Mein Geld sei aber sicher und ich würde in Kürze meine Auszahlung erhalten.

Dear tinocasino, could you please let us know if the status of your withdrawals has changed in any way since your last update? For example, have any of your withdrawal requests been processed, approved, or rejected, or are they still pending?

Hello, two of the three payouts totaling €1,600 were actually made today. Unfortunately, a payout from May 19th in the amount of €800 is still pending.

I also have a balance of €10,000 that I'd like to withdraw gradually. However, I can only request these withdrawals now, as only three withdrawal requests are possible at a time.

So I hope the next payouts will be faster.

Hallo, tatsächlich wurden heute zwei von drei Auszahlungen in Höhe von 1600 Euro gezahlt. Leider ist eine Auszahlung vom 19.05. in Höhe von 800 Euro immer noch offen.

Zudem habe ich noch ein Guthaben von 10.000 Euro, welches ich nach und nach Auszahlen möchte. Diese Auszahlungen kann ich aber erst jetzt beantragen, da immer nur 3 Auszahlungsanträge gleichzeitig möglich sind.

Ich hoffe, dass die nächsten Auszahlungen also schneller gehen.

Hello. My withdrawals from May 17, 18, and 19 have been fully processed and are now in my account. However, because I still have €9,600 in my player account, another €2,400 (3 x €800) are now being processed for withdrawal. I hope these will be processed a little faster now.

But the original case has been solved for now.

Thank you.

Hallo. Meine Auszahlungen vom 17.05., 18.05. und 19.05. wurden vollständig bearbeitet und sind nun auf meinem Konto. Dadurch, dass ich aber noch 9600 Euro auf meinem Spielerkonto habe, sind jetzt wieder 2400 Euro (3x 800) in der Bearbeitung zur Auszahlung. Ich hoffe hierzu, dass diese nun etwas schneller bearbeitet werden.

Der ursprüngliche Fall ist aber erst einmal gelöst.

Vielen Dank.

Dear tinocasino, could you please let us know the exact dates on which you submitted the three additional €800 withdrawal requests (totaling €2,400)?

Do you already have any updates on their processing status—have they been approved, or are they still pending?

Hello, I requested the additional payments on June 3, 4, and 5.

These are still being processed. I'll wait this week to see if they're processed. According to the terms and conditions, the first payout should already have been processed, as the maximum processing time is three days.

Hallo, die zusätzlichen Auszahlungen habe ich am 03.06., 04.06. und 05.06. beantragt.

Diese sind immernoch in der Bearbeitung. Ich werde mal diese Woche abwarten, ob die Bearbeitung durchgeführt wird. Laut den AGB‘s müsste die erste Auszahlung schon bearbeitet worden sein, da die maximale Bearbeitungszeit 3 Tage beträgt.

Thank you very much, tinocasino, for providing the necessary information. I will now transfer your complaint to my colleague Martina (martina.b@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 tinocasino,

My name is Martina 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 representative, could you please take a look on player´s withdrawals and try to make sure they are processed faster? Ideally within a time frame in your terms?

Thank you in advance

Dear tinocasino,

Thank you for reaching out to us.

We are deeply sorry for the delay and any inconvenience this may have caused.

Please be assured that your withdrawals will be finalized in the nearest time.

Thank you for your patience and understanding.

Kind regards,

Vegasino Casino Team

These are exactly the answers I always get.

Das sind genau die Antworten, die ich auch immer erhalte.

My currently requested payouts have now been paid out. The case is therefore closed. Thank you for your support.

Meine aktuell beantragten Auszahlungen wurden nun ausgezahlt. Der Fall ist somit abgeschlossen. Vielen Dank für Ihre Unterstützung.

Dear tinocasino,

I'm so glad to hear that your money has arrived! I'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,

Martina Bennett

Casino.Guru