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I won a total of €5,300 playing roulette. With my own money, without a bonus or anything like that. I deposited and withdrew using a credit card. I received the first €1,000 late, but at least €500 once a week. Now I still have €4,300 outstanding, and I haven't received a payout since June 13th. It's been almost two weeks! I've written to support every day, but it's no use! I've documented and screenshotted everything: winnings, withdrawal requests, correspondence.

Hopefully you can help me.

Ich habe insgesamt 5300€ beim Roulette gewonnen. Mit meinem Geld ohne Bonus oder ähnlichem. Habe mit Kreditkarte eingezahlt und auch ausgezahlt. Die ersten 1000€ habe ich zwar auch verspätet bekommen, aber wenigstens 1 mal pro woche 500€ . Nun sind noch 4300€ offen und ich habe seit 13.Juni keine auszahlung mehr bekommen. Fast 2 Wochen! Habe jeden Tag mit dem Support geschrieben aber das bringt nichts! Gewinn, Auszahlungsanträge, schriftverkehr, alles habe ich Dokumentiert und gescreenshotet.

Hoffentlich könnt ihr mir helfen.

Dear FloA,

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.

Hello!

First of all, thank you for the answer.

In six hours, it will have been 14 days since I was waiting for the payout. I have three payouts pending: from June 13, 14, and 15. And I'm still €4,300 missing. I can't wait three weeks each time for €500?

Above all, their website says that they pay out €7,000 a month, but I'm far from that.

Checked and everything is fine, I've already received 500€ twice.

In a written correspondence they wrote to me that everything was fine and that I would receive the money, but they have only been writing this for 10 days!

So any help from you would be very nice.

Kind regards

Hallo!

Erstmal Danke für die Antwort.

In 6 stunden sind es 14 Tage die ich auf die Auszahlung warte. Bei mir sind ja 3 Auszahlungen offen. Vom 13,14 und 15. Juni. Und es fehlen immer noch 4300€. Ich kann nicht jedes mal wegen 500€ 3 Wochen warten?

Vor allem steht auf ihrer seite das sie 7000€ im Monat auszahlen, davon bin ich weit entfernt.

Überprüfung und alles passt ja auch, ich hab ja schon 2 mal 500€ bekommen.

In einem schriftverkehr haben sie mir such geschrieben das alles passt und ich das Geld bekomme, nur schreiben sie das seit 10 Tagen!

Hilfe ihrer seits wäre also sehr Nett.

Mfg

Dear FloA,

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!

No, none of the 3 open withdrawals have been processed.

€1,500 is being paid out. A total of €4,300 is still missing.

Kind regards

Hallo!

Nein, keine der 3 offenen Auszahlungen wurde bearbeitet.

1500€ sind in der Auszahlung. Insgesammt fehlen noch 4300€.

Mfg

Thank you for your response. Has the casino explained why your withdrawal requests are delayed?

Please forward me all the screenshots and communication between you and the casino customer support regarding the delay in processing your payments at veronika.f@casino.guru.

Hello.

They say it's because too many people want to cash out at the moment. But that's no excuse when you have to wait two weeks or more for €500. At other casinos, you get your money in minutes.

I sent them an email.

Hallo.

Sie sagen weil zu viele leute zur Zeit auszahlen wollen. Das ist aber keine ausrede wenn man für 500€ 2 Wochen oder länger warten muss. In anderen Casinos hat man sein Geld in minuten.

Habe ihnen eine Email geschickt.

Thank you very much, FloA, for providing all the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Thank you very much. I hope this makes a difference. The payments still haven't been processed.

Kind regards

Danke schön. Ich hoffe es bewirkt etwas. Die Auzahlungen wurden nämlich immer noch nicht bearbeitet.

Mfg

Dear FloA,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Vegasino Casino representative to join this conversation.

Dear Vegasino Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

Dear All,

Thank you for reaching out to us, and we apologize for the delay.

We are checking the player's request with the relevant department.

Once we have an update we will let you know.

Thank you for your patience.

Best regards,

Vegasino Team

Hello.

It has now been 17 days since the last payout!

Kind regards

Hallo.

Mittlerweile sind 17 Tage seit der letzten auszahlung vergangen!

Mfg

Dear Vegasino Casino,

We will be waiting for your update.

Hello.

Vegasino must have already seen it. One withdrawal was released today, while the other two were canceled.

Now I'm still missing €3,800. I hope the next payout doesn't take another 17 days.

Kind regards

Hallo.

Vegasino muss es schon gesehen haben. 1 Auszahlung wurde heute freigegeben, die anderen 2 wurden ihrer seits abgebrochen.

Nun fehlen noch 3800€. Ich hoffe die nächste auszahlung dauert nicht wieder 17 Tage.

Mfg

Dear FloA,

Following our internal review, we regret to inform you that two of your recent withdrawal requests were unfortunately declined by the payment provider.

We sincerely apologize for the inconvenience caused.

To proceed without further delays, we kindly ask you to submit a new withdrawal request using an alternative method, such as bank transfer, which we will prioritize and process with urgency.

Thank you for your understanding and cooperation.

Best regards,

Vegasino Team

Hello.

I can't imagine that, it's always worked perfectly everywhere and my bank doesn't reject anything.

But good.

I have now made a withdrawal via bank transfer.

Kind regards

Hallo.

Das kann ich mir nicht vorstellen, hat immer und überall Perfekt geklappt und meine Bank lehnt nichts ab.

Aber gut.

Habe jetzt eine Auszahlung per Banküberweisung erstellt.

Mfg

Dear FloA,

I am glad to hear, that you were able to complete the first withdrawal.

Please notify me, when you receive following withdrawals.

Thanks! I'll keep you updated; nothing else has been released yet.

Danke! Werde Sie auf dem laufenden halten, bis jetzt wurde nichts weiteres freigegeben.

Hello!

Unfortunately, it's been six days since my last payout. So, apparently, I'm not being prioritized.

3 withdrawals are open, none have been processed.

Kind regards

Hallo!

Leider ist die letzte auszahlung schon wieder 6 Tage her. Prioristiert werde ich also scheinbar nicht.

3 Auszahlungen sind offen, keine wurde bearbeitet.

Mfg

Dear Vegasino Casino,

Is there something, that can be done to speed up the withdrawal process?

Dear All,

We apologize for the delay.

We have escalated the player's request to the relevant department.

Once we have an update, we will let you know.

Best regards,

Vegasino Team

Dear Vegasino Casino,

We will be waiting for your update.

Absolutely nothing is happening. These are all pre-written answers. They don't care. Just yesterday, I made a withdrawal at another casino. Within 10 minutes, I had the money in my account. I called my bank, and the payments weren't declined. The casino is deliberately delaying payments. Terrible.

Es tut sich rein gar nichts. Das sind alles vorgefertigte Antworten. Es kümmert sie nicht. Gerade gestern habe ich eine Auzahlung in einem anderen Casino getätigt. Innerhalb von 10 min hatte ich das Geld auf meinem Konto. Mit meiner Bank habe ich telefoniert, die Zahlungen wurden nicht abgelehnt. Das Casino zögert die Zahlungen gezielt raus. Schlimm.

Dear FloA,

After consulting with the relevant department, there have been attempts to send the money from our side but there has been an error.

This error has been confirmed that it comes directly from the issuer, and it means that your account or card does not accept transfers.

After checking your account, I can see that you have attempted requests via bank transfer.

Once we have an update, we will let you know.

Best regards,

Vegasino Team

How can it be that my card does not accept payments when a withdrawal has already been accepted to this card three times?

I'll insist on every cent, no matter what it takes. I won't be cheated!

Wie kann den das sein das meine Karte keine Zahlungen akzeptiert, wenn doch schon 3 mal eine auszahlung auf diese Karte akzeptiert worden ist?

Ich werde auf jeden Cent bestehen, egal was ich dafür machen muss. Ich lasse mich nicht betrügen!

Two payouts were just transferred. I wasn't expecting that. I'm still missing €2,800.

Gerade wurden 2 Auszahlungen überwiesen. Damit hab ich nicht gerechnet. Fehlen boch 2800€.

Dear FloA,

I am happy to confirm that your withdrawals requested via bank transfer has been processed, and the money has been sent from our side.

The funds can take 3 - 5 working days to appear in your account, however, this is subject to the payment method used and your bank standards.

You have already requested a new request via bank transfer, since this method is effective you should be able to receive your funds in a timely manner.

Best regards,

Vegasino Team

Thank you for the update, Vegasino Casino.

Dear FloA,

Please notify me, when you receive the res of the disputed amount.

Thank you.

Hello.

Unfortunately, it's been 7 days since the last payout. I've requested 3 withdrawals.

Kind regards

Hallo.

Leider ist es wieder 7 Tage her seit der letzten auszahlung. 3 Auszahlungen beantragt.

Mfg

No response Vegasino? I thought I was prioritized?

There is still €2800 missing and it has been 8 days since the last payout!

Keine Antwort Vegasino? Ich dachte ich werde Priorisiert?

Es fehlen immer noch 2800€ und es ist 8 Tage her seit der letzten Auszahlung!

Dear FloA,

Your withdrawals have been processed, and the money has been sent from our side.

The funds can take 3 - 5 working days to appear in your account, however, this is subject to the payment method used and your bank's standards.

Best regards,

Vegasino Team

Dear FloA,

Please notify me, when you receive the mentioned withdrawals.

Yes, something has been paid out again. Only €1,300 is missing, and then the case will finally be closed.

Ja es wurde wieder was ausbezahlt. Fehlen noch 1300€ dann ist der Fall endlich abgeschlossen.

The remainder has now been paid out. Thanks, Casino Guru, for the help. I won't say anything about Vegasino right now. There will be many, many, many reviews online about that. I've been playing in various casinos for 15 years now, but something like this has never happened to me before.

Es wurden jetzt der Rest ausgezahlt. Danke Casino Guru für die Hilfe. Zu Vegasino sage ich jetzt nichts. Dazu werden viele viele viele Rezensionen im Internet landen. Ich spiele seit mittlerweile 15 Jahren in den verschiedensten Casinos aber so etwas ist mir wirklich noch nie passiert.

Dear FloA,

We're glad to hear that your issue has been resolved. We'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,

Mirka Dubasova

Casino.Guru