Freddy Vegas Casino - Withdrawal of player's winnings has been delayed.

I have had a really bad time at Freddy Vegas Casino. I won €1157.5 playing slots. I made my withdrawal on 26-3-2025. Since then it has been pending and I have heard nothing at all from them. There is no live chat and support does not exist at all. All they have is a section where the user can leave a message. Only when I try send a message I always receive the same error message that "That the authenticated user is not authorized to send a message". I have tried deleting cookies, using another browser and using a different device. Nothing works. They ignore you completely. I found a support email for them in their terms and conditions and there is no reply from there either. This is all stressful. I hope that maybe coming here this might be resolved. Thanks.

Dear jhcb61,

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.

Thank you. But 14 days has passed since I requested the withdrawal. I understand that it can take a while to process payments. But 2 weeks is too long for absolutely no news at all. There is no section in the website to complete KYC and they have not emailed me asking for anything. If they had asked me to send my ID documents I would have done so by now. Instead they just ignore me.

There is no live chat. There is the help centre where the user can send a message to the casino but it is broken. When I try send a message from there I get an error saying I am not authorized to send messages. You can see this in the screenshot. I have confirmed that the error is on the casino end because I have tried clearing cookies, using different browsers and other devices. The error continues. The only other way to communicate with them is a support email which I found buried in their terms and conditions. I have tried sending emails to them but they have never replied.

14 days of complete silence after a withdrawal is not acceptable. There is zero support or communication. I have not been asked for anything or received a single email from them and they have ignored me.

Dear jhcb61,

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.

The casino ignores me. My cashout is still waiting to be processed. I email them and they don't respond. I have received no emails from them about my cashout at any time.

Thank you jhcb61 for all the information provided. I will now forward your complaint to my colleague Martina (martina.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear jhcb61,

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 now contact Freddy Vegas Casino outside this complaint thread and let you know any new information once I receive it.

Thank you for being patient

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.