The player from Austria had requested a withdrawal less than two weeks before submitting this complaint. The payment had not been processed yet. The player later confirmed receiving her first €500, and the remaining €350 was subsequently paid out in full. The issue was resolved, and the complaint was marked as 'resolved' in our system.
Vegasino Casino - Player claims that payment has been delayed.
Amount: €850
Vegasino Casino
Safety Index:HighSafety Index
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8.9
Vegasino Casino has a Safety Index of 8.9, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 days ago
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6 days ago
Translation
They're not paying out. I have two withdrawals in my account. One is for €500 and the other for €350. I read in the complaints that I'm not the only one with this problem. Several players are already waiting for their money. The casino's rating is still good. Please, you must change this immediately. Otherwise, many others will fall victim to this scam.
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6 days ago
Dear Phoenixmerlin,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.
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6 days ago
Translation
I've now received the first €500. If I receive the remaining €350, the problem will be solved.
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4 days ago
Translation
The casino paid out my winnings in full. The problem is solved.
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3 days ago
Dear Phoenixmerlin,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Nick Bacon
Casino.Guru
