The player's withdrawal was delayed by over a month. The issue was successfully resolved, and the player received his winnings.
Vegas Hero Casino - Player’s withdrawal has been delayed.
Amount: €291.25
Vegas Hero Casino
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
Hello guru,
I've been waiting for my payout for over a month.
Every withdrawal is canceled due to technical problems.
VegasHero left the Austrian market at the end of March.
I don't know what to do anymore.....I'm totally desperate.
Automatic translation:
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2 years ago
Dear Gerstl25,
Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Do I understand correctly that the withdrawal is still pending inside your account without being processed? Is your account still accessible?
It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but more than a month is unusually long time.
However, 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
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2 years ago
Translation
Hello Petronela,
I can no longer access my account because VegasHero has ceased operations for Austria.
For weeks I have been told that the payout has been canceled because there was an error in the system and I should apply for the payout again.
Every payout is canceled with the same statement......
I also always get the same answer from the chat......sorry, your payout will be processed as soon as possible and then it will be canceled again.
A bit strange......
Automatic translation:
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2 years ago
Thank you very much, Gerstl25, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) 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.
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2 years ago
Dear Gerstl25,
I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Vegas Hero Casino to the conversation to participate in the resolution of this complaint.
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2 years ago
Translation
Hi Peter,
Thanks for your help.
Kind regards
Gerstl
Automatic translation:
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2 years ago
Hi Gerstl25,
Kindly note we sent you an e-mail earlier today in order to provide an e-wallet account so that we can process your Payment accordingly.
Should you have any questions kindly refer either to the e-mail which was sent today or contact us directly, we are more than happy to help.
Regards,
Vegas Hero Casino
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2 years ago
Hi Gerstl25,
Kindly note your Payment has been manually processed earlier this morning. Kindly wait 3-5 working days in order for the balance to reflect into your account accordingly.
We want to thank you for your continued patience throughout your case , should you require further assistance do not hesitate to contact us, we are more than happy to help.
Regards,
Vegas Hero Team
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2 years ago
Translation
Hi Peter,
Thanks for your help.
Money has already arrived.
Kind regards
Joseph
Automatic translation:
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2 years ago
Hi all,
Thank you for your replies.
Dear Joseph,
I'm glad to hear that you received your funds. 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.
Best regards,
Peter
