Vegas Hero Casino - Player’s withdrawal has been delayed for almost a month.

Stillnot paid out

Additional comments from the player:

"Been waiting nearly 4weeks now from casino casoola and 300 from Vegas hero it's takes a least 3 days for them. To get back to me absolutely disgusting"

Dear Susanne,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Could you please confirm that your account has been successfully verified in the past? Is the withdrawal still pending in your account or it has been processed already but never reached you? Could you please advise which payment method you have opted for?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but a month is really a long time.

Nevertheless, 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

Some of its been verified some still pending but still not heard anything

Thank you very much, Susanne, for your reply. I will now transfer your complaint to my colleague Martin who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Susanne!

From now on, I will take care of your complaint. I would like to invite Vegas Hero Casino's representatives to join this conversation in order to resolve the issue.

They asked again for documentation from both me and son the same weve both sent many times and still there messing us about

Hello Susanne,

Please note that the verification process is extremely important for ours and your security and we can see that the documents requested have not been provided yet. In order to go over your verification process and complete it, our relevant team needs those KYC docs, you can attach them replying to our last email sent to you.

We hope this clarifies everything, but if you have any further questions, please do not hesitate to contact us.

Regards,

Vegas Hero Team

I've sent them numerous times there just ingoring me I ve sent driver licence bank cards both my sons and mine council tax bill of proof of address there's nothing else I can send

Hello Susanne!

Did you get any response from the casino upon sending the documents you mentioned?

No nothing it's still saying pending verification it's absolutely disgusting now

I would like to ask Vegas Hero Casino's representatives to provide us information on what documents are missing to complete the verification process, provide us with the contact address on which these documents should be sent by the player.

My son sent his documents alsoy documents driving licence and the proof of address banks cards too

There's 580 still pending from casino casoola too that's been 4weeks too there tge same company sent documents there too it's just saying pending too

Hi Susanne,

Please note that an e-mail was sent to you from our Casoola verification team specifying what documents are missing for the complete verification of your accounts. Please note that it is against terms and conditions to make use of a third party payment method, therefore in such cases further documents will be required. We are missing the following;

• Proof of ID for third party, front and back
• Proof of payment method for 3 bank cards, front and back, which are specified within the email. Please make sure that the first 6 and last 4 digits of the cards are showing. You can cover the rest of the numbers as well as the CVV. Please make sure that the name is showing, and that the card is signed on the back. All 4 corners need to be visible.
• There is also a document attached to the e-mail, which you and the third party need to print and fill in by hand. Once filled in, you need to take a picture of the document and send it back to us. Please make sure to include both IDs and both signatures.

You can send these documents by replying to the email sent to you, to the adress docs@casoola.com. These documents are required before your withdrawals on Vegas Hero and Casoola can be reviewed.

Please let us know should you have any further questions from your end.

Kind Regards,

Vegas Hero Team

We've sent all documents my sons sent signed documents they haven't sent me a email saying u need to sign documents but has soon has u do I will sign it so will my son and my nephew whis card I use but seriously I think your taking the micky now and how much longer before we're paid out

Dear Vegas Hero Casino's representatives,

I would like to ask you to confirm when you'll receive all the documents necessary to complete the verification process.

I've sent all documents I keep sending then numerous emails to then asking what's happening there not getting back to me I keep looking on the site so does my son and it still keeps saying pending

Everything is still pending why us taking u so long to verify it

Everything has been verified still no payout out its ridiculous I could go on holiday with the amount they owe me

Hello Susanne,

Hope you are well.

Please note that yesterday our relevant team sent you an email, we can see that they specified what documents are missing, also there is an attached file to that email that needs to be filled in and sent it back to us, we didn't receive these missing documents yet.

Please check your inbox and forward all the requested documents.

If you still have any issues or you require assistance, please do not hesitate to contact us.

Regards,

Vegas Hero Team

My son sent them weds and again yesterday seriously I think your taking the micky out of us

Just asked my son and you haven't sent a email to him. Either

Hello Susanne?

Are there any news with your verification process?

No nothing sent absolutely everything driving licence bank cards signed documents proof of address there's nothing else I can send no idea why they withholding the winnings

Dear Vegas Hero Casino's representatives,

I would like to ask you what is the status of the verification process? Is everything submitted? Also, could you please explain the situation with the third party card? "Please note that it is against terms and conditions to make use of a third party payment method, therefore in such cases further documents will be required."

Hi Susanne,

as mentioned before, please note that the account owner still needs to provide the following documents:

• Proof of ID for third party, front and back
• Written consent to use the 3rd party payment method (attached official form - Both yours and the 3rd party ID numbers and signatures are to be included). This should be written from the 3rd parties side

You can send these documents by replying to the email sent to you, to the adress docs@casoola.com. These documents are required before your withdrawals on Vegas Hero and Casoola can be reviewed.

Please let us know should you have any further questions from your end.

Kind Regards,

Vegas Hero Team

Sent signed documents about hour ago again also sent proof of address driving licences bank cards from all of us there is nothing else to send so just payout

Sent signed documents emailed them today they've already got driving licences bank cards proof of address documents too

Still not heard anything about the documents I've sent there just messing me about now both company's

I would like to ask Vegas Hero Casino's representatives to let us know what is the status of the verification?

Hi Susanne,

We have been in contact with the verification team to check the documents you provided, but we are afraid that these are still not meeting the requirements.

An e-mail was sent to you just now explaining what is missing. We still need the ID card of one of the third parties, and the Decleration of Liability forms are not being filled in correctly. You need to have two different forms, for each third party, and each form must mention the credit card numbers, ID number and name of both yourself and the third party, and both signatures.

We will not be able to complete verification without these documents. Should you have any questions, please let us know.

Kind Regards,

Vegas Hero Team

Haven't got a clue what your talking about in fact I think your talking absolutely load of rubbish I've sent all documents so has my son all signed and sent all bank cards details sent so what u expecting me to send now

Hello Susanne!

Are there any news with your verification?

It's now saying documents missing and declined again but my driving licence and bank cards both mine and my sons and proof of address have been proved so I've no idea what they want now

Also it been 8 weeks now and they don't correspondence back for days now its 580 pound from casino casoola and 300from vegas hero's and no one is dealing with anything

Dear Susanne,

An email was sent to you on the 05/05/2021 informing you which documents were not approved and still required on your account, along with the reason why they did not pass verification.

Once the documents are received, our department would be more than happy to review these for you.

Regards,

Vegas Hero Team

No email was sent to my email address or my sons email what other documents are u requesting

Hello Susanne!

I would like to suggest to check spam folder in your emails, in case you did not do so already.

I would like to ask representatives of Vegas Hero Casino to re-send the email, so we can proceed with this case.

Checked my spam nothing there's also sent signed documents last week still no correspondence from them it's absolutely ridiculous now 8weeks today and still no satisfaction from them

Dear Susanne,

We have looked into your account and can confirm that you had received this email as you replied back to it on the 05/05/2021, stating that you have sent in everything and refused to send in the remaining documents which were required on your account.

Since then we have not received any further documents from you.

Regards,

Vegas Hero Team

My son is gou g to send the documents again it's ridiculous now how long irs taking for it to be verified absolutely ridiculous

Dear Susanne,

Please note, that until you won't provide all the necessary documents to the casino, you will not be able to pass the verification procedure.

Also, in case you wouldn't be willing to submit the documents, we will be forced to reject your complaint.

I will set the timer to 7 days for you, please get back to us, when you'll manage to complete the verification process.

My sons dealing with the documents now I've recently had a stroke so iam not up to fighting it so my son is dealing with it but I will still correspondence back on her with u

Told my son last weekend that the winnings would be in his bank still no payout

Hello Susanne!

Do I understand it right, that you have successfully passed the verification process and now you are waiting for your winnings?

They said everything is verified but then sent another email saying something is wrong again so I've no idea but weve sent absolutely everything in so idont know what there playing at

They sent a email last Sunday 16th saying everything was verified then they sent another saying something else was missing so my sons sent what they said was missing nothing from. Them since it's ridiculous now 10 weeks and still no payout

I would like to ask representatives of Vegas Hero Casino, what is the problem?

Everything is verified now so just wondering when we will be paid out thanks

Still no payout everything has been verified still no correspondence back from them it's ridiculous now

Still no payout everything has been verified

Hi Queenie,

Thank you for providing the docs, please note that we reviewed your account and we don't see any email confirmation sent to you to inform you that your account has been verified.

We forwarded your case to our relevant team who will review the documents provided and will let you know if anything else is needed.

Regards,

Vegas Hero

My son sent absolutely everything to u is email is Harrygosney427@gmail.com he sent signed documents credit card proof of address driving licence everything you need so can u please check it all been received so u can verify it and pay out please

Still no payout

When are u gojng to payout please Harry's receive your email saying everything is verified

Hello Susanne!

Assuming all the required documents were submitted to the casino, the only thing left for us is wait until the casino will finish the process, which may take some time.

OK but it's it been 3 months now

Dear Susanne,

I fully understand your frustration of this situation, however there is nothing we can do, it is in the hands of the casino at this moment.

I would like to ask Vegas Hero Casino's representatives to let us know when the verification process is finished.

OK thank you

Still no payout it's absolutely disgusting

Can u please tell me why its taking so long for for the payment to reach my bank please I've emailed Vegas hero numerous times and still there ingoring me 3 months its taken and still no satisfaction its absolutely disgusting

Still not heard anything about the payout from Vegas hero the email I use is Harrygosney427@gmail.com and this email address is my sons and he hasn't had any email from. The Vegas hero site ridiculous now 3 months things have been verified so what the hold up

Dear Susanne,

An email was sent to you today from our department with an update on the status of your funds. Please check your inbox and junk folder of your email account.

Regards,

Vegas Hero

Still no payout from this rubbish company there paying 110 out been taking the micky this company and there other site cassola 520 I've lost out from them absolutely disgusting

Dear Vegas Hero Casino representatives,

Could you please advise on the status of the player's payment?

Still no payout it's ridiculous now

Dear Susanne,

An email was sent to you on the 08/06/2021 and on the 15/06/2021 informing you to login to our live chat and we will give you temporary access to login your account to request the withdrawal of your balance back to the the third party payment methods.

You were also advised in the email with the amounts of the withdrawals that must be placed on each of the third party payment methods.

Should you have any further queries, please do not hesitate to contact us.

Regards,

Vegas Hero Team

All done last week Still waiting g for payout

Still no payout it's ridiculous

Hello Susanne!

Since this complaint is persisting for quite an extensive period of time and the refund of deposits still did not occur, we have no choice than close it as 'unresolved' in our system, which will have a negative impact on the casino's rating. I will extend the timer for the last 7 days for the casino to inform us about the refund to be issued from their end, in case the casino would not give us a clear proof, that the refund was issued, we will close the complaint as mentioned above.

We are well aware that this will not help you to resolve your issue, you can raise the complaint to the casino's licensing authority. In case you have any questions regarding the licensing authority and the complaints, please do not hesitate to contact me via my email address: 'martin.d@casino.guru'.

Hello everyone,

kindly note that as per the last email sent to the player, Ms. Susanne should contact us via chat live to reopen her account and request the withdrawal. Until now, the only contact we got from the player was through our chatbot, closing the chat before being passed to an available agent.

Unfortunately, as specified via email, we need the player to contact us and talk to us to allow her to request the withdrawal. Until today we confirm that the player never reached us and never requested a new withdrawal.

Regards,

Vegas Hero Team

It's been requested weeks ago ow u hVe have put a self excluded onthe account do how do we apply for it now

Hi Susanne,

As stated in our previous email, please login to our live chat and once you get through to our representatives they will request for your account to be temporarily activated so you can request the withdrawal of the balance on your account.

Once the withdrawals are requested, they can be processed for you.

Regards,

Vegas Hero Team

U can't even log I to sure u have put a self elusion on it so how are u supposed to request a live chat

Dear Susanne,

Was there any positive development in this particular case?

No nothing email them still no reply

Hi Susanne,

We have looked into your account and can confirm that on the 25/06/2021 £90 were refunded back to the card used on your account. With regards to the remaining £20, our department have informed us they will need to process the funds manually for you on this account.

An email was sent to you on the 28/06/2021 informing you that a copy of your bank statement is required in order for us to process the funds.

Once we receive this document our department will be more than happy to have this processed for you.

Regards,

Vegas Hero Team

Dear Susanne,

I would like to kindly remind you, that the casino requested some specific documents, in order for you to receive your last refund on the 3rd party payment method.

My kind suggestion is for you to follow these instructions and please, let us know when you'll proceed accordingly.

Looking forward to hear from you.

Hello Susanne!

According to the information provided by the casino's representatives, your refund regarding this complaint should be already refunded, could you please confirm this?

Hi Martin,

Up until today we still have not received the document we required from the player so from our end the last refund has not been done. We are not able to process this refund fund without a copy of her bank statement.

Regards,

Vegas Hero Team

Dear Susanne,

We have not heard from you for a while. Was your issue resolved? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it.

Looking forward to hearing from you.

Unfortunately, we’re forced to reject this case since because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.