Versus Casino - Pelaajan kotiutus viivästyy ja tilille ei tule vastausta.

On March 20th, I made a deposit at Versus Casino. I won €3,000, but when I tried to withdraw, they wouldn't let me. They asked for documentation, which I sent, and it's been 5 days and I haven't received any response, only bot messages when I send an email. I contacted their chat support and only received the same response: "This is being handled by another department." I'd like to know what to do in this case. I think they don't want to pay me my money 🙁 It also infuriates me that they don't even have the courtesy to keep the customer informed about their case or the status of their files. By far, this is the worst and most unreliable betting site I've ever dealt with, with the worst customer service experience. I spoke with two women on their website's live chat, and both told me that document verification takes a maximum of 72 hours, and it's been 5 days and I haven't received any response. Reading their terms and conditions, it stated that if you don't receive a response within 30 days, you can file a complaint. My question is whether I should file a complaint with the DGOJ (Spanish Gambling Regulation Directorate) or directly with the casino. I need to be well-informed in case they refuse to pay me, so I can take serious legal action. I have proof of everything: emails, screenshots, and photos of everything they requested and sent. Could someone please advise me?

El día 20 de Marzo hice un depósito en versus casino. Gané 3000€ y a la hora de retirar no me dejaba retirar me piden documentación mando todo y han pasado 5 días y no recibo ninguna respuesta solo mensajes del bot cuando envías un e-mail. Me he puesto en contacto con el chat y solo recibo la misma respuesta de "Esto lo lleva otro departamento" Quisiera saber qué hacer en este caso pienso que no quieren pagarme mi dinero 🙁 me da rabia también que no tengan ni la cortesía de ir informando al cliente de su caso o de cómo van sus archivos de lejos es la casa de apuestas más nefasta y tardía que he tenido con peor experiencia a la atención del cliente. En el chat en vivo de su página me atendieron dos chicas y las dos me dijeron que la verificación de los documentos tarda 72 máximo y han pasado 5 días y no recibo ninguna respuesta . Leyendo los términos y condiciones de su página ponía que si en 30 días no recibes una respuesta puedes poner una queja. Mi pregunta es si debo ponerla a la DGOJ o al mismo casino necesito estar bien informada por si en caso de que se nieguen a pagarme tomar medidas legales serias. Tengo comprobantes de todo emails capturas fotos de todo lo que me pidieron y todo mandado. Alguien podría guiarme por favor.

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 Fairyxx,

Thank you very much for submitting your complaint. I’m sorry to hear about the delay with your withdrawal and the lack of communication from the casino.

To better understand your situation and assess the case properly, I would like to ask you a few additional questions:

• Have you already submitted all requested documents, and were they clearly accepted by the casino, or is your verification still marked as pending?
• Could you please specify what documents were requested (e.g. ID, proof of address, payment method verification)?
• Were you playing with real money only, or was any bonus used at any point?
• Could you please confirm whether your account is still fully accessible?

Regarding your question about filing a complaint with the regulator (DGOJ), we generally recommend first trying to resolve the issue directly with the casino and through our mediation. In many cases, delays in verification can take longer than expected, even though the casino may initially state shorter timeframes.

If possible, please attach your communication with the casino (emails, chat transcripts, screenshots), or feel free to forward everything to petronela.k@casino.guru.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela