The player from Austria has been waiting for a withdrawal for 6 weeks. The casino responded to say that the withdrawal process had failed due to a technical problem and advised the player to try again. After doing so multiple times, the player received their payment and the issue was resolved.
Vegas Hero Casino - Player’s withdrawal has been delayed.
Amount: €1,934
Vegas Hero Casino
Safety Index:Above averageSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
Hello Guru Support,
I've been waiting for my withdrawal to be processed for over 6 weeks.
Could you please help me. Vegas Hero has closed the Austrian market and withdrawals are still possible until April 1st, 2022.
Kind regards
Martin
Automatic translation:
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2 years ago
Dear SimiM190,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you made any successful withdrawals before? Could you please confirm that you have successfully passed the KYC verification?
Have you tried contacting the casino regarding this complaint? If there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru, or alternatively, post it 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.
Best regards,
Kristina
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2 years ago
Translation
Hello Kristina,
I haven't had a payout yet.
They got an email on February 5th, 2022 that my account was successfully verified.
I have now applied for a payout at least 5 times, unfortunately my money comes back to my account a few days later.
The chat informed me that there were technical problems and that I should request a new withdrawal. I've done that over and over again.
Yesterday the chat told me that I have to pay out via bank transfer, there is no payout via bank transfer in my account (there are only Rapid and Mifinity ), I explained this to various chat employees yesterday, unfortunately in vain. I have the feeling that they just don't want to pay out......I feel really screwed now.
Thank you for your help
Martin
Automatic translation:
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2 years ago
Thank you very much SimiM190 for your reply. I will now transfer your complaint to my colleague Adam (adam.m@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 SimiM190,
I have reviewed your case and understand the situation. I will contact the casino to see if I can help.
We would like to invite Vegas Hero Casino to join the conversation and to aid in the resolution of this complaint.
Dear Vegas Hero Casino, can you please offer some advice on how the player can proceed with their withdrawal?
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2 years ago
Translation
Hello Adam,
thank you for your help.
Kind regards
Martin
Automatic translation:
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2 years ago
Hi SimiM190,
Kindly note that due to a technical issue your recent Withdrawal request has failed and funds have now been reverted back onto your casino account. Kindly request a new Withdrawal so we can process it accordingly.
Regards,
Vegas Hero Team
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2 years ago
Translation
Hello Adam,
Vegas Hero has paid out.
But that was quick now....🙂 🙂
Many thanks for the help.
Martin
Automatic translation:
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2 years ago
Hello Martin,
I'm glad to hear that your issue has been resolved. I will now mark the complaint as 'resolved' in our system.
Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.
Kind regards,
Adam
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