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On August 3, I requested a withdrawal of €500, but since then, no progress has been made. Live chat has put me off. Vegasino's terms and conditions state that it takes three business days. So Vegasino isn't adhering to its own terms and conditions.

Am 03.08 habe ich beantragt 500€ auszuzahlen, seit dem kein Fortschritt. Live Chat vertröstet. In den agbs von Vegasino steht 3 Werktage werden benötigt. Also hält vegasino sich nicht an seine eigenen AGBs.

Dear player,

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 the 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.

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 makes such a request, do not share any information.

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

If anything seems suspicious, contact us directly.

Stay safe.

I requested a €500 withdrawal on August 3rd and another €400 on August 4th. Until recently, both withdrawals were still "in process." Now, the €400 withdrawal has simply been canceled without explanation and credited back to my account (so I can lose it).

These are such brazen methods that the casino uses.

Now I have to submit a new withdrawal request for the 400€ and the waiting starts all over again

The live chat was, as always, unhelpful.

Ich hatte am 3.8 500€ Auszahlung beantragt und am 4.8 nochmal 400€. Bis vorhin waren noch beide Auszahlungen „in Bearbeitung". Jetzt hat man die 400€ Auszahlung einfach abgebrochen ohne Begründung und meinem Spielkonto wieder gutgeschrieben (damit ich sie verspielen soll).

das sind so dreiste Methoden welche das Casino benutzt.

Jetzt muss ich wieder einen neuen Auszahlungsantrag stellen für die 400€ und das warten beginnt von vorne

Der Livechat war wie immer nicht hilfreich.

Today I checked the status of both withdrawals again. Now I see that the €500 withdrawal was canceled and added to my real money balance without any notification or explanation.

This is the second time that a payout has been simply cancelled

please help!!

Heute guck ich erneut nach wie der Status der beiden Auszahlungen ist. Jetzt sehe ich, dass die 500€ Auszahlung storniert wurde und meinem echtgeld Guthaben hinzugefügt wurde ohne mich darüber zu informieren oder zu begründen.

Das ist jetzt das zweite Mal dass eine Auszahlung einfach storniert wird

bitte um Hilfe!!

Dear player,

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.

Dear player,

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,
Dominika
Casino.Guru