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Good afternoon, on a prize of 1000 euros that I received I made two withdrawals of 500 because the casino only allows maximum amounts of 500 euros, the first request of 05/07 I received within the indicated period (3 working days) the second withdrawal that was 06/07 remains without any change of status, when questioning both via email to support and in live chat the answers are always in predefined texts informing problems in the withdrawal and delays but always without any date for resolution.

Boa tarde, sobre um prémio de 1000 euros que recebi fiz dois levantamentos de 500 porque o casino só permite montantes máximo de 500 euros, o primeiro pedido de dia 05/07 recebi dentro do prazo indicado (3 dias úteis) o segundo levantamento que foi dia 06/07 mantém-se sem qualquer alteração de estado, ao interrogar tanto via email para o suporte como no chat em direto as repostas são sempre em textos predefinidos a informar problemas no levantamento e demoras mas sempre sem qualquer data para resolução.

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 you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Good morning, today is the thirteenth day, every day I send emails and chat, the problem remains and the answers are always the same and pre-defined. They never really know what's going on, just that it's late, well, that's as far as we go.

Bom dia, hoje é o décimo terceiro dia, todos os dias envio email e falo no chat, o problema mantém-se e as respostas são sempre iguais e pré definidas. Nunca sabem realmente o que se passa apenas que está atrasado, ora, até aí já sabemos.

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.

Good morning and thank you very much for your attention, so far nothing has changed, I have just spoken again to the Vegasino casino chat and the answers remain the same as every time (daily) I asked. Thank you for your help.

Bom dia e muito grato pela atenção, até agora nada alterou, acabei de falar novamente com o chat do casino Vegasino e as respostas mantém-se iguais a todas as vezes (diariamente) que perguntava. Obrigado pela Vossa ajuda.

Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.

Could you please confirm that you have passed the KYC verification?

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at [email protected], or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Good afternoon. My winnings come from a load I made and with that load I received a bonus, with that bonus I had to reach in spending if I'm not mistaken 40 times the value of the bonus what happened and I had a value that converted into real balance more than 1000 euros, I withdrew 500 twice because the casino does not allow higher withdrawals in Portugal, one of them was completed successfully and the other has remained without any progress since the 6th. As for account verification, the casino's website says that my account doesn't need verification.

I will then also forward the screenshots of the chat and email conversations I have had with the casino since I verified that the 3 working days have passed according to the casino's TC. Thank you very much for your help.

Boa tarde. Os meus ganhos são provenientes de um carregamento que fiz e com esse carregamento recebi um bónus, com esse bónus tinha de atingir em gasto se não me engano 40 vezes o valor do bónus o que aconteceu e tive um valor que converteu em saldo real superior a 1000 euros, levantei duas vezes 500 porque o casino não permite levantamentos superiores em Portugal, um deles foi concluído com sucesso e o outro mantém-se sem qualquer evolução desde dia 6. Quanto á verificação de conta no site do casino informa que a minha conta não necessita de verificação.

encaminharei então também os prints das conversas via chat e email que tive com o casino desde que verifiquei que passaram os 3 dias úteis conforme os TC do casino. Muito obrigado pela Vossa ajuda.

Good afternoon, 18 days have passed and the withdrawal is still not being processed. As I've been doing for 15 days, I emailed support again this morning and the answers are always the same, pre-defined and apologizing for the delay.

Boa tarde, já passaram 18 dias e o levantamento mantém-se por processar, conforme faço há 15 dias voltei a enviar email para o suporte esta manhã e as respostas são sempre as mesmas pré definidas e a pedir desculpa pela demora.

Good morning, after 19 days the casino's responses are exactly the same as the first interaction I made as soon as the deadline stipulated in the T&Cs expired, which was 3 working days. I question Vegasino as to how it is possible for them to report for 19 days that there is a large flow of withdrawals.

Bom dia, ao fim de 19 dias as respostas do casino são exactamente iguais á primeira interação que fiz assim que o prazo estipulado em T&Cs expirou que seriam 3 dias úteis. Interrogo o Vegasino de como é possível informarem durante 19 dias que existe um grande fluxo de levantamentos.

Dear player, could you please confirm whether the status of your withdrawal has changed in any way? For example, is it still marked as pending or under review, or has there been any progress?

Good morning, it has been under analysis since 06/07/2025 It has never changed status. Thank you very much.

Bom dia, mantém-se em análise desde o dia 06/07/2025 Nunca alterou de estado. Muito obrigado.

Good morning, it's been the same since 06/07, the answers from support are the same, that there is a "great demand" for surveys and that they have forwarded my request to the finance department. I've spoken to support more than 20 times and nothing is happening.

Bom dia, mantém-se igual desde dia 06/07, as respostas do suporte são iguais, que existe uma "grande demanda" de levantamentos e que encaminharam o meu pedido para o departamento financeiro. Já falei mais de 20 vezes com o suporte e nada acontece.

Good afternoon, I would like to inform everyone that after 21 days my withdrawal has been processed and the amount is already in my bank account. Thank you very much for your service.

Boa tarde, informo todos os intervenientes que ao fim de 21 dias o meu levantamento foi processado e o valor já se encontra na minha conta bancária. Muito obrigado pela Vossa prestação.

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

Dear player,

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,

Dominika