The player from Germany requested a withdrawal two weeks prior to submitting this complaint. The complaint has been closed as 'unresolved' because the casino failed to reply and cooperate in resolving the complaint. There was no progress even two weeks after the casino was notified about the player's complaint.
VasyCasino - Player’s withdrawal has been delayed.
Black points: 549
Amount: €11,776
VasyCasino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
1 year ago
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2 years ago
Translation
Hello, I've been waiting for my withdrawal at Vasycasino for 2 weeks since 14/09/22. I wrote to support several times who would have forwarded everything to their finance department and one told me after account verification it would only take at least 48 hours that would have been 16/09/22 at the latest. My emails go unanswered and I always get the same response in live chat. Unfortunately I can't upload any screenshots, there's an error. I'd be happy to email you all the necessary screenshots.
Kind regards
Felix J***
Edited by a Casino Guru admin
Automatic translation:
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2 years ago
Dear Seat7,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you made any successful withdrawals before? Do I understand correctly that you have passed the KYC verification?
Have you accumulated your winnings with or without an active bonus?
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.
Best regards,
Kristina
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2 years ago
Translation
I deposited and then gambled with the welcome bonus and cleared the bonus in full, now no bonus is open. Yes, I successfully completed the KYC verification on September 15th, 2022.
Automatic translation:
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2 years ago
Thank you for your reply, Seat7. Could you please advise what is the current status of your withdrawal request? Is it marked as pending or processed in your account?
Additionally, if there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.
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2 years ago
Translation
Hello, of course the withdrawal request is on pending. I haven't received any new feedback since 16.09. The live chat still says it will be forwarded to the relevant department and they would let me know as soon as possible and I get no answer via the contact form.
Automatic translation:
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2 years ago
Thank you very much Seat7 for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.
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2 years ago
Hello Seat7
I'm Michal and I have taken over your complaint. I have reviewed your case and will contact the casino to see if I can help.
We would like to invite VasyCasino to join the conversation.
Dear VasyCasino,
Can you please provide some information regarding the player's withdrawal delay?
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2 years ago
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.
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2 years ago
Dear Seat7
Unfortunately, we have come to a point, where we are not able to move forward with this complaint. We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts to resolve any kind of issue were unsuccessful. There is not much that can be done now without the casino's cooperation.
Sadly, we are forced to close your complaint as "unresolved." This will affect the overall rating of the casino.
I understand this isn't a satisfactory solution to your issue however, the decrease in rating caused by unresolved complaints could change the casino's approach.
If you feel you want to take this complaint further you can contact Curacao Gaming authority here (certria@gaminglicences.com) or as advised in the casino's terms and conditions Antillephone Services N.V. here (complaints@gaminglicences.com) and submit a complaint to them. It's not the best licensing authority but it may have more options and tools to help players. Let me know if and how they replied at michal.k@casino.guru
We wish we could be of more help.
Best Regards
Michal
The casino can reopen this complaint to resolve it anytime.
