Vegastars Casino - Pelaajan kotiutus on viivästynyt merkittävästi.

I am submitting this complaint regarding a delayed withdrawal of $33,276 USD worth of XRP from Vegastars Casino.

Withdrawal requested: 15-December 2025 (exact date available in account history)

Method: XRP cryptocurrency to the exact same wallet address used for deposits (low-risk, matching source)

Account fully verified: December 19, 2025 – All requested documents approved (government ID, proof of address such as gas bill/bank letter, selfie holding ID, and xrpscan proof of deposit/transaction history)

Despite full verification over 10 days ago (as of December 29, 2025), the withdrawal remains pending with no processing or payment.

I have contacted live support daily since verification, every interaction results in the identical generic responses: "escalated for proper assistance," "tagged as top priority," "follow-up sent," "apologies for delayed feedback," "waiting for email update from Payments Team," and assurances that front-line support cannot contact the Payments Team directly or provide details/ETA.

No specific reason for the hold has ever been given, despite repeated requests. Agents have promised personal monitoring and added notes (including about the streamer contact), but nothing changes.

Additionally:

The license seal at the bottom of the Vegastars website links to the official validator, which displays "invalid" with a red cross. According to the validator, which I recently noticed and is a bit of a red flag.

This delay far exceeds the casino's advertised "fast crypto withdrawals" (often instant to 24-48 hours post-verification) and is causing significant concern, especially with the license validation issue.

I have been patient and cooperative, preferring internal resolution, but the lack of transparency and progress has left me no choice but to seek mediation.

I request assistance in obtaining my legitimate winnings promptly or clarity on the status.

Thank you for your help.

Important notice:

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Stay safe.

Dear Punteraus,

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,

Attila G.

Dear Atilla and wider Casino.guru team,

Thank you for your quick response and for taking the time to look into my complaint. I really appreciate your responsiveness.

I understand the general guideline to wait at least 14 days after requesting the withdrawal before intervention. We are past 14 days post my request.

My account was fully verified on December 19, 2025, and the withdrawal has been pending well beyond that point with no processing or advice.

To give the casino every opportunity to resolve this internally, I’ll continue to wait until January 2, 2026 (14 days after verification). I will then provide an update to this thread to advise if there has been any movement.

Thank you again for your support — I’ll keep the thread updated.

Best regards,

Punteraus

Dear Atilla and Casino.guru team,

I hope you’re well. Happy New Year.

Today marks 14 days since verification was completed and all documents were approved. We are approaching 3 weeks since the withdrawal was requested.

The withdrawal of **$33,276 USD in XRP** to the same deposit address remains pending with no processing, no specific reason provided for the hold, and no estimated timeline—only repeated generic responses from support ("escalated," "top priority," "waiting for Payments Team update").

I have continued to contact support daily and have cooperated fully, but there has been no meaningful progress.

I would like to request and greatly appreciate it if you could intervene and contact Vegastars on my behalf to help resolve this.

As per provided screenshots show my account is verified with full KYC being completed.

Thank you very much for your assistance—I’m happy to provide any additional information needed.

Best regards,

Punteraus

Dear Punteraus, thank you for your response. 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 share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.

Thank you very much in advance for your reply.

Hi Attila,

Thanks for your response.

I have made one previous successful withdrawal for a much smaller amount.

All of my previous messages were just basically their frontline support saying it's wirth the team or escalated, wait for an email. There are many messages.

But my last chat there has been some movement. The withdrawal status changed from pending to processing.

I messaged support after 24 hours after the change in status. They advised the funds are now ready to be processed which sounds promising. Being XRP and not a bank transfer my thoughts are that this should be quick.

Its now 3 days since its been processing and I have not received funds yet.

I did notice however, in the verification screen of my profile there are now documents showing pending verification. However my profile was already fully verified and these documents have already been previously verified. So im not sure if this is normal or a stall tactic.

Screen shots emailed to you.

Kind regards

Punteraus

Good Morning, thank you for the detailed update and for your patience while this has been reviewed.

We have now completed the necessary checks related to your withdrawal, and it is currently with the relevant team for the final processing steps on our side before it is released.

We understand the lack of clear progress has been frustrating, especially after you have stayed in contact and provided the required documents. At this stage we cannot guarantee an exact timeframe, but this is actively being handled and you will be updated as soon as the withdrawal has been completed. For privacy, we recommend keeping personal account details off the public thread. If you have any questions or need assistance, please do not hesitate to reach out to our support team.

Vegastars Team

Dear Punteraus, please let us know as soon as you have any updates in regards to your withdrawals.

Best regards,

Attila G.

Hi Attila,

Thank you for your ongoing assistance with my complaint.

I wanted to provide a quick update: there has been no meaningful progress on my withdrawal, despite the status being listed as "Processing" for over a week now.

The only new information from multiple recent live chat interactions is that:

All verification and internal checks have been completed. The withdrawal is with the Payments Team.

No estimated time of arrival (ETA), no transaction ID (TXID), and no explanation for the continued hold have been provided. Support continues to give the same generic assurances ("escalated," "waiting for update," "notification by email when complete") without any concrete details.

This is now over a full month since the withdrawal request and approaching a month since full verification was completed.

Could you please advise:

If there is a next step or escalation I can request from the casino or Casino Guru?

Or if Casino.guru can now intervene more actively at this stage, given the complete lack of meaningful updates and the prolonged delay?

Kind regards

Punteraus.

Hi Atilla and Vegastars team,

I am delighted to report that funds have been received.

Thankyou all for your assistance. I'll man resolved.

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

Dear Punteraus,

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