The player from Germany had won a substantial amount and requested two withdrawals on July 16, 2025, but received no response. She was asked to verify her identity with her ID, and despite daily inquiries via chat, she continued to receive the same unhelpful responses. The Complaints Team had attempted to gather more information and extended the inquiry period; however, due to her lack of response, the complaint was closed.
Vegas Hero Casino - Player's withdrawal has been delayed.
Closed
Our verdict
Player stopped responding
Amount: €10,500
Vegas Hero Casino
Safety Index:Below averageCase summary
Discussion
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4 months ago
Translation
Hello Guru
Two weeks ago (July 16, 2025), I won a somewhat larger sum at this casino and requested two withdrawals of €500 each. Since then, I've been waiting for some sort of response. The only response I received after a few days was to prove my identity with my ID. Otherwise, no response at all. After that, I went into the chat every day and kept getting the same messages, and I was always put off.
Automatic translation:
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4 months ago
Hello,
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?
- Could you please clarify if your account has been verified?
- Did you accumulate 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
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.
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4 months ago
Translation
No, I haven't received any successful withdrawals yet. My account doesn't need to be verified, except for once when I had to prove my identity with my ID and a selfie. Everything was approved.
I won the winnings with a deposit of 30 euros and a 250 percent bonus. The bonus was also successfully wagered.
Automatic translation:
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4 months ago
Thank you for your reply. Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.
Additionally, please forward all the relevant communication between you and the casino to [email protected]. Alternatively, you can post it here. Thank you in advance.
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4 months ago
Dear snubbi1980,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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4 months ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Kristina
Casino.Guru
